● Responsible for effectively leading, supporting, and developing the support team to achieve 4me support KPIs while fostering a positive and collaborative work environment for team members● Monitoring 4me Support KPIs and ensuring they are met and taking appropriate action when negative trends are detected● Operational Excellence: Improving support procedures to enhance efficiency and initiate initiatives for automating support tasks● Operational and Tactical Resource Management: Ensuring that enough resources are available and monitoring support demand trends● Providing support for customers who report 4me-related questions, issues, and enhancement ideas● Team Escalation Point: Acting as the escalation point for support team members when encountering challenging issues● Complaint Management: Serving as the point of contact for any support-related issues, both for the internal 4me organization and for customers and partners● Monitoring dissatisfaction with requests and taking steps to mitigate it● People Manager: Conducting performance reviews for (Senior) support engineers within the team, encouraging collaboration, innovation, and a culture of quality● Liaison with Product Management: Collaborating with product management to understand which enhancements will be released and ensure sufficient capacity for testing

● Providing technical leadership in transforming requirements to solutions and technical designs● Providing technical leadership on proof of concepts to establish architectural patterns for new service offerings and designs● Providing service management expertise including training and mentoring● Building customer relationships by delivering expectations on assigned deliverables,proactively identifying add-on work and assisting in identifying sales opportunities● Building and transitioning organizations from other service management solutions to 4meservices● Providing ‘Early Life Support’ when an organization has started to use 4me services inproduction● Providing support for existing customers that report 4me-related questions, issues andenhancement ideas● Assisting in the sales process by providing demos of 4me services, answering questions of4me prospects and 4me partners, preparing implementation plans for 4me services, andpreparing responses to requests for information or proposals

- Support of 4me partners and customers with 4me implementations- Advising customers on best practices and providing guidance for 4me- Providing consultancy to help ensure that customers get the maximum benefit from use of 4me- Support customers on daily basis with improvement and optimization of their Service Management processes

- Coaching and training teams and individuals on ITIL, DevOps and Lean IT - Collaborating with various teams and disciplines to promote and develop best practices- Leading working sessions using a variety of requirements gathering methods such as interviews, documentation analysis, surveys, site visits, workshops and business models with managers and subject matter experts- Assisting auditing of the processes for compliance with documented procedures and utilizing measurements and targets to improve processes effectiveness and efficiency

- Providing approved ITIL Foundation and ITIL Practitioner training and copyright training for customers of INPROGRESS Company- Providing consultancy on the use of IT Service Management- IT Service Management solutions implementation and development

- Design, implementation and administration of Active Directory Services- Group Policy Objects design and management - MS licenses administration (Volume licensing)- Windows Servers administration (Windows Server 2008 & 2012)- Support tools delivery (usage of VBscript/PowerShell) - User workspace support for global Opera Software users (Active Directory, Antivirus, desktop automation, workstation patching, Windows 7 & Windows 8 deployment through Windows Deployment Services, personal backup and encryption)

- Support and implementations of IT service management application for IS HUBs within EMEA Region- Improvement of change management process according to ITIL guidelines- Service portfolio & catalogue management- Acting as a Single Point of Contact (SPOC) for respective IS HUBs: ASIA-PACIFIC, AME, SWE, RUCIS, DACHS- Projects planning and delivery- Providing ITSM training

- Design of upgrade and execution of upgrade of Antivirus environment to SEP Manager version 12.1 RU1 for EMEA Region (covering over 18K clients)- Administration of Antivirus environment SEP Manager version 12.1 RU1 within EMEA Region- Acting as a Single Point of Contact for Africa Middle East IS HUB (AME)- 3rd line of user workspace support for AME HUB (Active Directory, Antivirus, desktop automation, workstation patching, Windows 7 deployment, personal backup)- Projects planning and coordination- On-site visits and project delivery- Ownership of problem management process

- Comprehensive administration of Antivirus environment SEP Manager version 11.x (covering over 12K clients)- Antivirus environment consolidation within NECE Region- IT Security improvement (building and managing of security policies and standards, decrease of number of security incidents, hard drives encryption solution implementation, software versioning, internal security training organization, Active Directory cleaning implementation)- Administration of patching environment WSUS and patching process improvement for workstations and servers (covering over 13K clients)- 3rd Line of Support for security incidents

- Involvement and coordination of local self-assessments, IT controls testing and evaluation – coordination of actions in the CBUs of NECE Region- Analysis of current project portfolio (the main project management repository of ITIS organisation, extract of data, assurance of regular communication with HUB directors)- Analysis and reporting of convergence between Project portfolio and corporate reporting tool- Analysis of KPIs for IT Competency Center- Constant monitoring of the progress from all areas of responsibility and improvement of KPIs- Collecting and organizing of existing or creation of new documentation, procedures and guidelines of processes used within organization of ITCC- Development of networking with key contacts in CBUs- Assurance of compliance with the Groupe IT Security Scorecard and security reports like VuDiP (Vulnerability Discovery Platform), monitoring of progress, recommendation of ways for improvement

- Active Directory administration for NECE Region- Performing Active Directory migrations- Servers administration- 3rd Line of Support for Active Directory issues- Servers monitoring tool management