Anna Maćkowska

• Facilitating and participating in daily cross-SDOs operational meetings to review service outages and drive to service restoration, managing errors and remediation status;
• taking ownership of end-to-end outages and business notifications;
• Monitoring and escalating status as needed for Priority 1 and outage incidents;
• Providing non-technical administrative support for Major Incident Response Teams (MIRTS);
• Ensuring timely provision of agreed regular reports and documents.
• Facilitating and coordinating technical MIRTs;
• Producing necessary detailed documentation following MIRTs;
• Influencing the tasks needed to resolve high priority incidents;
• Handling escalations in a timely and effective manner;
• Supporting client data with knowledge and utilization of ITSM, EARS and other Capgemini tools;
• Managing and collaborating with virtual teams.

- Priority escalations, VIP calls monitoring, password resets, procedural updates, UK IT Authorizations process.
- Management and co-ordination of incidents for PwC customers.
- Managing incidents escalated from Service Desk agents.
- Communication with support teams and IT Management.
- Identification of problems and trends as incidents are being logged.
- Progressing cases currently owned by the Service Desk
- Undertaking initial diagnostics of the incident and resolving as many as possible on initial contact.
- Checking quality of Helpdesk Analysts’ work.
- Monitoring progress of incidents through to resolution.
- Recognize and take control of unallocated incidents, act as escalation point where resolution ownership is disputed.

Tłumaczenie filmów (angielski/polski)

Przygotowywanie "prasówki", pomoc w redagowaniu artykułów i w tworzeniu strony Urzędu Miasta Zabrze, odpowiedzialna za kontakty z dziennikarzami, petentami, archiwizacja dokumentów.