- Coordinated test strategy development, project planning, scheduling, allocation of test engineers to programs, ensuring test environment availability, generation of test reports, communication of test status, and networking to coordinate test activities in consultation with the clients and project team- Effectively led teams with various staffing models, distributed test teams with internal resources and third party test teams. Provided leadership and supervisory oversight to quality assurance.- Responsible for the test management of projects throughout a project’s life cycle along with regular releases of the company's main web application- Assessing project risks, issues and developing resolutions to meet productivity, quality and delivery goals- Reporting on quality level as well as identifying and communicating deviations to the customer and coordination of appropriate activities- Developing and managing a project test organization consisting of over 60 testers

- Ensuring the end-to-end coordination of major incidents covering 17 countries, with all responsible roles in a cross-functional team- Establishing the capabilities to resolve the incident and restore service as rapidly as possible and driving all activities related to resolving the issue- Managing the resolution of critical and high priority incidents and being the main point of contact and control for driving resolution of critical and high priority incidents, whilst establishing and communicating impact to customer and business operation- Monitoring the effectiveness of the incident management process and identifying opportunities to improve service availability and to reduce risks and ensuring appropriate action is taken- Ensuring that any misbehavior of software or hardware within production environment is recorded, categorized and prioritized within an incident, the root cause or workaround found and the issue solved as fast as possible- Analyzing and reporting about key figures of the incident process to the management- Designing and further developing the incident management reports as well as the measurability through the Key Performance Indicators (KPIs)- Supporting the continuous optimization of the Incident Management process within the company and with the outsourcing partner

- Coordinating of activities to resolve complex issues – getting other teams involved like Development, QA, Implementation- Day to day management of the team including regular appraisals, 121s, training and overall leadership- Monitoring and control of performance on different projects- Professional and Personal Development Plan for the people in the team- Supervising, mentoring and supporting less experienced colleagues- Maintaining a good communication within the team and with other departments and teams- Focusing on client satisfaction by providing workarounds or creative solutions- Understanding of the product vision from the customer perspective and work with technical resources to evaluate various approaches to implement solutions- Applying ITIL best practices in analysis of incidents received via service desk platform in respect of the Darwin application- Initiatives on internal processes and procedures improvements- Involvement in configuring and developing a plan for the use of tools that would benefit the team- Staying current with system information, changes and updates, continually improve understanding of business needs from all stakeholder perspectives, including customers, 3rd party suppliers, and host systems- Contribution to development of knowledge base support platform using Knowledge-Centered Support methodology

- Providing 3rd line support to internal and external customers assist in troubleshooting problems which have surpassed the abilities of other support staff members - Identifying and implement additional solutions based on clients’ changing needs- Provide assistance by working closely and effectively with QA Team, Software Engineering Team and Client Delivery Teams- Investigate high priority live service issues

- Team activities coordination including offering support and assistance to team members, performance reviews, reporting and monthly evaluations- Analyzing, solving and dispatching technical problems escalated by first level support according to defined and agreed SLAs- Maintaining relationships with internal departments and external partner Microsoft

- Team activities coordination including offering support and assistance to team members, performance reviews, reporting and monthly evaluations- Improving communication and collaboration between team members and other departments- Providing second line technical support to clients, advanced applications/ systems knowledge

- Gathering customer’s information and determine the issue by evaluating and analyzing the symptoms;- Diagnosing and resolve technical hardware and software issues involving internet connectivity, email clients, VOIP - Escalating complex issues or complaints that required a longer time to be to 2nd line support