Michał Konarski

Coordinate and maintain on a daily basis, the levels of service agreed with and expected by the customer (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided. This includes administrative work with incident, problem and change tools as well as interaction and communication with the team of technicians, quality team and management

Responsibilities:
- assuring proper implementation and compliance with production processes
- analyzing assigned defects experienced by accounts in the teams to drive quality improvement
- applying defect prevention methodology across accounts within a location/center through the application of RCA (root cause analysis) and other technical methods in collaboration with technical experts and team members
- participating in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the customer
- providing reports on workload monitoring
- raise requirements to the relevant delivery organization functions in order to improve efficiency
- engaging with the account teams and clients to enhance the effectiveness of solutions and to increase the awareness of proactive quality improvements