Dušan Vasić Email & Phone Number

Budapest, Hungary

• I lead a team providing advanced troubleshooting and direct usersupport for escalated incidents by L1 teams.
• Managing the creation and communication of Master Incidentsand ensuring end-to-end monitoring until resolution.
• Mapping, improving, and addressing gaps in the Master incidentmanagement process.
• Playing a key role in Problem Management as a Problem AdvisoryBoard member.
• Supporting new deployments and local process improvements, aidingadoption within the organization.
• Improving ticket handling flows between L1, L2, and other resolverteams.

Budapest

• Managed teams, handling absence/payroll administration, workschedules, recruitment, and professional development.
• Ensured team members were placed in suitable roles for their growthand team success.
• Acted as an Account Manager, collaborating with IT and businesspartners from supported affiliates.
• Conducted regular service reviews, addressed partner demands, andresponded to inquiries.
• Improved collaboration between teams and local teams, enhancingcustomer satisfaction.
• Contributed to global discussions on initiatives and changes withService Owners and team managers.

Budapest

• Managed teams, handling absence/payroll administration, workschedules, recruitment, and professional development.
• Ensured team members were placed in suitable roles for their growthand team success.
• Acted as an Account Manager, collaborating with IT and businesspartners from supported affiliates.
• Conducted regular service reviews, addressed partner demands, andresponded to inquiries.
• Improved collaboration between teams and local teams, enhancingcustomer satisfaction.
• Contributed to global discussions on initiatives and changes withService Owners and team managers.

Belgrade

Hired by TCS/ TATA Consultancy Services (contract with HR partner Adecco) to help in transition project of overtaking operational support from TnCO/ Telenor Common Operations to TCS, supporting Telenor Denmark business. I am managing the Application support team with the goal to help in a smooth transfer of support from one to another vendor (TnCO to TCS)..

Serbia

• Managing team of 15 members providing application support, billing system support and dealing with testing tasks for Telenor Denmark as a customer
• Ensuring internal KPIs and SLA performance of the team is on the agreed level
• Ensuring high-quality user experience related to Business Application Support
• Prioritizing daily tasks
• Taking care of employee development
• Empowering colleagues

Serbia

• I contributed to a large CRM transformation project from the beginning of implementation, supporting it as an IT specialist and also as business rules and processes creator related to IT Service management. Providing.
• Providing support for Billing systems
• Sending fault reports/service calls/bugs to back offices and vendors
• Administering the support work in a trouble ticket system
• Providing business application testing activities (preparation, testing, administering test results)
• Parametrization of business applications if needed

Belgrade

• Assist customers who have specific inquiries and complaints
• Give an explanation about monthly invoices and number status,
• Activate/deactivate services and any other status change done through the system,
• Coordinate with IT, complaints, CNOC and other departments
• Help colleagues and monitoring contact center during TL backup shifts