Radoslaw Pacion

Create and maintain strong customer relationship
Confirms account details and supports process manager/coordinator in defining account specific execution and reporting.
Ensures global processes and policies are implemented on account in conjunction with process owners (regional and/or global).
Implements process management strategy and performance targets for account, derived from business targets, standards, benchmarks & best practices to ensure processes are run to SLA, KPI and budget.
Ensures those Process Management teams have required level of contract knowledge to support the accounts effectively and transition from customer processes to company processes model.
Is accountable for governance and execution of the E2E service management processes in the account to meet SLA, KPIs and budget.
Provides reporting to Global Level Management for the account managed services process management targets (E2E business reporting).
Creates strong cooperation with Global Services and other service lines to ensure that account is operating using standard methods and tools whenever applicable.
Initiates Service Improvement Programs as needed to address SLA performance issues.
Plans and prepares account specific audits and assessments in alignment with regional and global directives.
Prevents / bridge gap in customer satisfaction with Service Levels.
Owns the actions on the overall account Service Improvement Project related to process deficiencies - works with Regional Process Owner (RPO) and Global Process Owner (GPO) in effecting improvements.
Ensures that the bridge between global process and local implementation is managed and maintained.

Coordination and management of Major Incident Management process activities across the global factory and with external suppliers to agreed global and local SLAs.
• Escalation of risks and issues to the (Major) Incident Management Regional/GBU Process Owner.
• Assists the Major Incident Management Global and Regional/GBU Process Owners in driving Service management best-practice and ITIL process standardization.
• Drives implementation of standard execution of the Major Incident Management process.
• Assists the Major Incident Management Global and Regional/GBU Process Owners in driving cross-account process standardization.
• Assists the Major Incident Management Global and Regional/GBU Process Owners in standardization to enable offshore targets.
• Responsible for the complete process adherence and handling of major incidents according to SLAs.
• Responsible for the approval of Major Incidents and overall owner of the Major Incident until resolution.
• Responsible to establish technical & business war rooms as required.
• Responsible to act as an escalation point to expedite incident resolution.
• Responsible for customer satisfaction throughout the escalation.
• Responsible to represent Atos to the customer (valid for nightshift/weekend/holidays). Agrees issue definition, action plan and success criteria with customer (during emergency mode).
• Accountable to get approval for needed emergency changes.
• liaison with team managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.
• In conjunction with Problem Manager ensure quality and usage of knowledge base.
• Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution of major incidents and contractual fulfillment.
• Participate in the review of P1 incidents and Major Incident situations.
• Build strong linkages with all core ITIL processes as part of the end-to-end process.

Managing the day to day delivery of service on the account including managing cost, supplier management, SLA/SLO issues, and task management of the account team.
Leading and directing the delivery teams with expectations to ensure the contracted services are delivered as per commitment by the organization and actively participate in projects as well as incident, problem and change management. Ensuring quality of service and managing cost of delivery by looking at better ways to provide service in a cost efficient manner.

Responsible for the quality and integrity of the Incident/Major Incident Management
process and is the interface to the other process managers.
Ensuring post-review of Priority 1 Incidents which have been alerted or which need to be reviewed
Attending the Post Major Incident review meetings as required
Notifying the participants in the Incident Management process when standards and
procedures are not being followed
Performing the day-to-day overall management of the process and process
execution and process administration.
Evaluating the performance of the process and defining the appropriate actions
Ensuring all process activities are being performed and that they are staffed
adequately.
Coordinating day-to-day execution of the process
Ensuring the standards and procedures are being followed
Facilitating resource commitment and allocation
Facilitating resolution of process execution issues
Ensuring completeness and integrity of information collected to conduct daily
operations
Ensuring that Service Level Agreements of the affected services are achieved by
managing the impact of Major Incidents.
Tailoring and maintaining the Major Incident Management Plan
Participating in the Problem, Incident or Change processes as needed, to find and
alleviate the root cause of a Incident/ Major Incident and to verify that objectives for
availability of affected services are met

Management and co-ordination of high priority incidents
Daily contact with high level client management and support teams at all levels,
Being Single Point of Contact during major incidents resolutions,
Ensuring that end users are updated with resolution progress
Attending conference calls with high level client management and support teams,
Single Point of Contact for escalations from customer
Prepering RCA documentation and presenting it to customer
Managing Problem cases with supporting teams and presenting results to customer

High Priority Incident Manager

Identifying and prioritizing incidents after initial check by incident handlers
Management and co-ordination of high priority incidents
Daily contact with high level client management and support teams at all levels,
Being Single Point of Contact during major incidents resolutions,
Being Single Point of Contact during Out of hours time
Ensuring that end users are updated with resolution progress
Attending conference calls with high level client management and support teams,
Cooperating with Change Management to understand modifications of live environment

1st line support , Incident Handling

Providing user’s guidance and first level support, assistance in resolving technical incidents,
maintenance of contact with users on operational and production issues. High level of customer service,
complex technical support on urgent cases. Assigning calls to relevant application teams.
Responding to users' emails.

Kitchen porter, reception , housekeeping , waiter

Bartender

Kitchen porter, reception , housekeeping , waiter

Organizacja czasu dla wychowanków , pomoc w nauce , opieka w trakcie wyjazdów