Michał Jarczyński

- Monitoring the effectiveness of the Incident- and Request Fulfillment processes and making recommendations for improvements to Global Request Fulfillment- & Incident Manager
- Ensuring that all IT teams follow the Incident- and Request Fulfillment processes
- Review metrics and follow up on KPI’s in regards to geographic specified area
- Taking action where necessary to ensure compliance, governance and continued process maturity
- Reviewing and making recommendations for mishandled incidents or service requests
- Planning and conducting training of staff within responsible area in coordination with the Global Process Manager
- Reports to staff manager if any employees deviate from what is expected and described in process documentation
- Consulting regarding all configuration changes to the Service Desk System
- Ensuring the Incident- & Request Fulfillment process is fit for purpose in the geographic area and report if any local variations this need to be brought to the Global Process Managers’ attention
-Facilitating the recovery of Business Critical incidents with appropriate reporting and
notifications to key stakeholders
- Managing notifications for all Business Critical incidents to a satisfactory conclusion
- Setup and coordination of Business Critical Incidents task force

- Monitoring the effectiveness of Release & Deployment process and making recommendation for improvement to Global Release & Deployment Manager.
- Ensuring that all IT teams follow the process.
- Report on metrics and follow up on KPI’s in regards to the region.
- Report and recommend actions on process deviations.
- Ensuring training of IT staff within responsible area based on approved training material.
- Provide input on changes to the IT Service Desk system.
- Monitoring and reporting of releases and checking relationship with Business Critical incidents.

Responsibilities as mentioned below including:
- Incident Management
- Business Critical Incident Management
- Release & Deployment for EMEA region
- Request Fulfillment
- Remedy Service Desk system support

- nauczanie języka niemieckiego

- nauczanie języka niemieckiego i rosyjskiego

- nauczanie języka niemieckiego

- Management and co-ordination of incidents on all priorities; quality control (appropriate summary, description, categorization, routing)
- Monitoring of SLA
- Daily contact with high level client management and support teams at all levels
- Being Single Point of Contact during severity 1 incidents resolutions
- Informing the customer about progress on reported issues and providing update and explanation regarding technical issues if necessary
- Response escallations
- Confirmation of authorization of end-users who raised incidents (rejection of incidents raised by unauthorized users)
- Taking part in operational meetings with Change and Problem Management
- Attending conference calls with client management and support teams
- Taking part in iCCB
- Managing of priority/severity 1 incidents ; cooperation with technical staff; discussion about root cause and solution to restore the service as soon as possible; keeping the customer posted; in case it’s required contacting Major Incident Manager and Crisis Management; taking part in Crisis Meetings; cooperation with Problem Manager by RCA (Root Cause Analysis) and CIR (Customer Information Report) creation
- Creating of workinstructions, process description and precedures to be used in different cases (network, priority/severity 1 issues, way of working)
- Close cooperation with Service Desk located in another world part
- regular meetings with people from resolver teams who provide the service for our customer to explain and to get some questions answered (follow up of issues which need to be clarified on daily diary)
- Building from scratch the process of Incident Management for a new customer (procedures, setting service window, support by implementation of applications and tools)
- Reporting (incidents closed out of SLA, their analysis; analysis of incidents kept long open; analysis of priority1 incidents; work and procedure improvement)


- Management and co-ordination of problems; quality control (appropriate summary, description, categorization, routing)
- Daily contact with high level client management and support teams at all levels
- Being Single Point of Contact for problems
- Informing the customer about progress on problems and providing update and explanation regarding technical issues if necessary
- Taking part in operational meetings with Change and Problem Management
- Attending conference calls with client management and support teams
- Taking part in iCCB
- Creating of work instructions, process description and procedures to be used in different cases (network, priority/severity 1 issues, way of working)
- regular meetings with people from resolver teams who provide the service for our customer to explain and to get some questions answered (follow up of issues which need to be clarified on daily diary)
- Preparing RCA (Root Cause Analysis) and presenting it to customer
- Preparing CIR (Customer Information Report) and sharing it to customer


Other activities:
- Training for cooperative applications
- Training for German language for employees
- Taking part in training packages’ creation for new employees
- Performing the role of buddy for new employees who joined the company
- Taking part in recruitment process of people who wanted to join the company (checking of language skills in German and ITIL knowledge)