Marcin Głowacki

- End to End Service Management for UK, IBERIA and NAM,
- Responsible for finance planning and recovery
- SPOC for all finance aspects including introducing new cost models
- Supporting new Bids with cost calculations
- Identifying new areas of savings
- Transitioning new services / customers into the support
- Service Level Management - Delivery Performance and Quality
- Incident & Problem Management (escalation and decision making role including Major Incidents),
- Duty Manager responsible for Operational Delivery and Service Continuity
- Operational Change Planning and Escalation Point

- Planning allocation of the engineers
- Facing the requestors as a single point of contact for NDCS resources
- Interact with Operations Managers against engineers usage
- Maintaining resources database
- Responsible for WFM process setup

- Service cost related financial management,
- Service Level Management - Delivery Performance and Quality
- Service Continuity, Improvement and Excellence, ,
- Incident & Problem Management (escalation and decision making role as a part of defined process),
- Operational Change Planning

- Planning daily and long term activities according to required service level and CSDM/ITIL methodology
- Acting as single point of contact for team with the customer and manager
- Improving cooperation within the team
- Assisting in performance management for the team
- Actively participating in resolution of conflicts and escalations
- Support for team members to develop their own skills
- Helping team to resolve the concerns in daily work
- Attendance in Daily Performance Meetings
- Motivating and inspiring team members
- Serving as a focal point to resolve issues with other teams
- Delivering service level components as Service and Operation Level Agreements, RACI table (Responsibility Matrix)

Troubleshoot and support network environments for UK contracts
Customer coordinator role for Royal-Liver contract
– single point of contact, resolving transition and customer specific issues, providing support for Service Managers in network area, cooperating with different groups to resolve issues, participating in conference calls as a network representative, transferring knowledge and coaching NOC team members
- liaising with software and hardware suppliers
- attendance and representation of changes to a Change Advisor Board
- participating with on call support rota
- maintaining and developing good relationships with customer representatives and Service Managers
- Transition coordinator role for KPN Magnum project – resolving transition issues, cooperating with Project Manager, representing network team in meetings with customer, transferring knowledge to NOC and preparing 1st line engineers to support contract, creating network documentation, preparing customer environment according to AtoS NSS standards for operations

Tooling and Monitoring Team

HP Openview maintenance for huge customers in Netherlands, supervision on Data Protector backup system.

Server Management Team

Unix Systems Administrator large customer in Netherlands, maintaining customer environments (ca. 300 Sun servers) with various system versions. Resolving hardware and software issues, contact with NL Sun Support
Actively supporting recruitment process.

IT in finance sectors, consulting.

Comprehensive maintenance of large network.
Technologies:
- Sun entry-level servers
- Solaris 2.6 - 10
- Sun specific software
- Cisco firewalls, routers and switches

Unix servers administration

Maintenance of leased lines network based on Lucent Technologies equipment.