Maciej Dąbrowski

Role is a client facing, critical leadership role whose primary responsibility is to protect client system availability through integrated incident, problem and change management. SAM will report directly to the DPE of the account and provide cross-functional leadership when incidents occur to demonstrate control of the situation to the client and to ensure rapid recovery. The SAM is the primary escalation manager and has ownership for the resolution of major incidents, critical situations and RCAs. This role coordinates service restore activities across multiple competencies and service lines, interfaces with technical teams as well as communicates with account teams and the client

Service Level Manager
IBM
December 2013 – Present (2 months)Katowice, Silesian District, Poland

Service Level Management activities include:

Identifying business requirements by working with business units
Establishing the scope of services, timeliness, hours of operation, recovery aspects, and service performance
Translating business requirements into IT requirements
Developing and maintaining a service catalog, including costs for different tiers of service performance
Performing gap analysis between business requirements and available services.
Determining the costs related to services such that service goals satisfy business needs at a price the business can afford
Drafting, negotiating and refining SLAs with the business units, ensuring business requirements are met and agreement from all parties involved
Implementing SLAs
Measuring SLA performance, reporting results and adjusting as necessary

Reviews solution options and/or temporary solution
Approves analysis results
Reviews problem validation
Approves results of corrective actions based upon predefined verification criteria
Reviews solution propagation activities
Approves the results of root cause analysis (RCA). This includes the documented root cause (or the decision that such could not be found) and the documented workaround
Approves transfer to production
Makes problem handler assignments to work groups and individuals to ensure workload balancing to meet service level commitments
Communicates progress of problems to relevant parties
Consults for incident solution identification
Consults for regular review of service level agreement (SLA) performance data
Consults for the definition and assessment of service levels
Examines work queues for problems in jeopardy of missing service agreements
Keeps informed about new SLAs
Keeps informed about the new SLA framework
Stays informed of activities to restore to normal operations
Stays informed of IT asset discrepancies and if further investigation is required
Stays informed of results of SLA review meeting
Reviews all "on-hold" problems and known errors
Reviews progress and results with client and (senior) management
Sets scope for (trend) analysis
Supports in determination of problem priority and service levels
Supports proper assignment of problem
Supports regular SLA performance data gathering
Supports the determination of remedial action
Supports the implementation of corrective actions
Applies Information Technology Infrastructure Library (ITIL) framework knowledge
Conducts and facilitates RCA of a problem
Coordinates and facilitates problem resolution by engaging a variety of support teams
Escalates issues for resolution, to avoid reoccurrence or close problem.
Assists with the identification of the resources to which the problem should be escalated. Conveys appropriate urgency and importance to identified personnel.
Facilitates communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known. Documents commitments and action items.

The Service Management Business Controls Manager works closely with the Service Delivery Management team coordinating and maintaining on a daily basis the Compliance Posture and Audit-ability of the account while keeping a constant focus on improving the performance of the services provided. The Service Management Business Controls Manager represents the customer viewpoint and the delivery organization resource allocated (from the Technical Delivery Teams) to the contract.

- Analiza informacji na temat zaistniałego problemu.
- Badanie, diagnoza,instalacja, konfiguracja oprogramowania.
- Rozwiązywanie problemow z hardware.
- Pomoc pierwszej linii.
- Usuwanie wirusów.
- Rozwiązywanie problemów z Safeguardem
(Sophos Encryption Tool)
- Dbanie, by serwis, który świadczymy był na najwyższym poziomie.
- Kontakt z HR w Ameryce.
- Zmiany w Corporate Directory (GUI dla AD)
- Tworzenie DL i Generic Mailboxow.
- Tworzenie Troomow.
- Kontakt z Lenovo Support (szkolenia na technika)
- Aktywacja Exchange Serwera na Blackberry
(BB Manager 5.0 oraz 4.1)

Analiza informacji na temat zaistniałego problemu.
Badanie, diagnoza,instalacja, konfiguracja oprogramowania.
Rozwiązywanie problemow z hardware.
Pomoc pierwszej linii.
Usuwanie wirusów.
Dbanie, by serwis, który świadczymy był na najwyższym poziomie.

* Coordinating and check status of customer shipments on a daily basis, making sure SOP procedures are being followed.
* Update shipments as required
* Identify GM activity and requirements on a daily basis.
* Resolve shipping issues appropriately and competently.
* Monitoring factory workflow.

Komponowanie wyglądu ekspozycji.
kontrola stanu zapasów.
Swoistego rodzaju Team Leader i tłumacz dla reszty polskich pracowników

Nawiązywanie kontaktów handlowych oraz budowanie stałych relacji z klientami na obsługiwanym terenie,
zapewnienie odpowiedniego poziomu sprzedaży na podległym mu terenie.

Sprawdzanie samochodu z zewnatrz oraz od srodka pod wzgledem wykonania.
Jazda próbna po torze testowym.

Dostarczanie zamówionych produktów