Szymon Balchan

Managing the team of Problem Managers and Specialists providing service to a number of different clients.

Problem Management support for Schneider Electric globally. Providing RCA for highly critical incident as well as for those on demand. Proactive problem management supported by reports delivered weekly/monthly.

Part of MIRCA team responsible for providing Service Management support focused on Problem Management globally for BP.

Consolidated role of Incident and Problem Manager for most demanding segment in BP.

• Accountable & responsible for the Incident Management process
• Actively managing all incidents within the global BP IT infrastructure
• Responsible for building effective networks with resolver groups, service domains and other key stakeholders who impact or are impacted by the Incident management process
• Presiding over daily conferences with services providers from all over the world: IBM, EDS, Verizon, AT&T, Siemens.
• Closely cooperating with Problem Management, Change Management, Configuration Management, Event Management and Release Management
• Identify trends and where appropriate raise Problem Records to facilitate establishing root causes
• Recognise and take control of unallocated incidents, act as escalation point where resolution ownership is disputed
• Providing guidance and assistance to ensure a globally consistent approach to BP’s operational processes
• Working within structure in accordance with ITIL

• Knowledge Base administration and support
• Administration/Implementation of applications based on Remedy
• Global Remedy Asset Management Application support
• Promoting and providing guidance on best practise in using systems
• Regular reporting, monitoring and review of the benefits being achieved through the use of knowledge management in association with problem solving.
• Monitoring and assessment of the KnowHow solutions quality and value of information stored in the knowledge system
• Work with client account teams to assist in maximising the effectiveness of knowledge management
• Content authoring and publishing for various clients
• Knowledge management
• Production of various reports for various clients.

Daily purchasing activities for the client:
• Creating & managing purchase orders,
• Processing requisition orders,
• Sourcing new vendors,
• Inventory control,
• Negotiating excess inventory returns with suppliers,
• Expediting open orders,
• Investigating and resolving price discrepancies,
• Providing customer support to the fulfillment centers and suppliers.

Position included data analysis, data entry and written and verbal communications.

Receive incoming calls from customers and create incident record or update existing record. Answer incoming calls within set criteria. Direct ownership of problem resolution through own skills or by timely escalation. Utilize call tracking tool used to track problems and generate metric reporting. Validate customer information, name, phone, room identification number. Using expertise to analyze and resolve the customer problem at first contact within set criteria. Meet account requirements for first-call resolution rate. Utilize standard processes and escalation procedures as documented. Refer incidents to the proper queue the first time with required accuracy as per account specific requirements.