Radosław Karolak

The primary goal of the Major Incident Managener is to restore normal service operation as quickly as possible and to minimise adverse impact on the business operation whilst ensuring the best possible levels of service quality and availability are maintained.
The aim and objectives are to address incidents that require a response above and beyond. Priority Incidents have a major impact on the ability to sustain operations or effectively run the business. As a Major Incident Manager I provide coordination, escalation, communication, and resources which these high-priority events require. to restore service.

- Fujitsu Major Incident Manager for business critical, high priority incidents - Major Incidents (MI).
- Management of the entire lifecycle of the MI until resolution.
- 24 hours support/availability.
- SPOC (single point of contact) between Fujitsu support teams and Centrica Incident Management
- Acting SDM (Service delivery manager) for out of office hours when in the absense of the SDM.
- Process improvement, development and implementation.
- Proactivity: Although the typical role of an incident manager is more of a reactive one, my role within one of the most challenging accounts in Fujitsu is a very much proactive by performing constant trending and analysis which result in:
- Significant reduction of the number of Major Incidents reported
- Better and clearer understanding of which services are in need of in depth review in terms of customer support.
- Constant service improvement.
- Reporting:
- Trend and analysis on Top MI's by service
- Mitigations
- Breeched SLA's
- MI caused by Changes
- User Behaviour
- Top Faulty Servers
- Training: Creating and delivering training to new team members\agents within the Service desk.
- SLA management
- Managing Major Incident technical teleconferences held between all relevant parties involved in the resolution of the MI
- Attention to detail which is key in understanding the life cycle of the MI

Moje obowiążki jako Experta IT Drugiej Liunii Wsparcia obejmują zarządzanie kontami użytkownikó w Active Directory, rozwiązywanie incydentów zarejestrowanych przez pierwsza linię, reinstalację i konfiguracją aplikacji, tworzenie profili lokalnych i roamingowych, zarządzanie sieciami VPN, dostępem do nich, konfiguracją. tokenów

Key Responsibilities:
- Creating quarterly work schedule for a team of 50 Agents
- Knowledge Base Service Improvement Plan
- Managing and conducting trainings for the team as well as for new starters
- Managing people development
- Providing technical support to agents on a daily basis
- Supervision over agents’ work quality
- Assigning simple technical tasks to more advanced employees