Marko Prokic Email & Phone Number

Serbia

Belgrade, Serbia

Overseeing and coordinating J1S, I.E. central intake of incidents, bugs and inquiries for all of JAGGAER cores: JAGGAER Advantage, JAGGAER Direct, JAGGAER Indirect, ASO, DML.Removing impediments and obstacles which are blocking resolution of Platform issuesCoordinating the resolution of single and cross core issues across the whole JAGGAER One platformFacilitating communication and meetings between various teams, organizations and experts, proactively driving the resolution of… Show more Overseeing and coordinating J1S, I.E. central intake of incidents, bugs and inquiries for all of JAGGAER cores: JAGGAER Advantage, JAGGAER Direct, JAGGAER Indirect, ASO, DML.Removing impediments and obstacles which are blocking resolution of Platform issuesCoordinating the resolution of single and cross core issues across the whole JAGGAER One platformFacilitating communication and meetings between various teams, organizations and experts, proactively driving the resolution of issues Show less

Belgrade, Serbia

Team, priorities, and risk management of the technical incident response team.Support and moderation in troubleshooting and troubleshooting as part of incident management.Proactive management to avoid escalations.Support in the continuous optimization of incident management processes and the Incident Response Team.First point of contact for incident escalations.Organizational leadership and coordination of employees.Collaborate closely with Developers, Product Owners and… Show more Team, priorities, and risk management of the technical incident response team.Support and moderation in troubleshooting and troubleshooting as part of incident management.Proactive management to avoid escalations.Support in the continuous optimization of incident management processes and the Incident Response Team.First point of contact for incident escalations.Organizational leadership and coordination of employees.Collaborate closely with Developers, Product Owners and Project Managers to address incidents and facilitate a seamless resolution process.Detect patterns in incidents and create detailed reports for leadership and the Chief Technology Officer (CTO).Create comprehensive documentation about known issues in order to enhance knowledge sharing and incident response efficiency.Play a pivotal role in the organizational leadership, ensuring a unified approach to incident response and management. Show less

Serbia

Managing day-to-day activities of 50+ agents.Delegating tasks to team members, conducting team meetings to update members on best practices and provide encouragement.Assisting management with hiring processes, conducting training of new team members, devising specialized trainings for LV2 agents.Conducting regular performance evaluation of the team members.Coordinating projects and tasks with other teams and resolver groups within NCR.Providing quality customer service and… Show more Managing day-to-day activities of 50+ agents.Delegating tasks to team members, conducting team meetings to update members on best practices and provide encouragement.Assisting management with hiring processes, conducting training of new team members, devising specialized trainings for LV2 agents.Conducting regular performance evaluation of the team members.Coordinating projects and tasks with other teams and resolver groups within NCR.Providing quality customer service and maintaining relationship with key customers.Creating new knowledge base material, expanding and improving the existing. Answering team member questions, helping with team member problems and making sure that all the tools and accesses for team members are working. Show less

Serbia

Monitoring Backlog and identifying High Priority Incidents.Utilizing the 1-NCR Escalation process, by taking ownership of the Incident and engaging other Resolver groups if needed, driving it to Resolution.Proactively engaging the Customer, notifying them of the updates and Incident status thus preventing Customer escalations.Identifying opportunities for Problem Investigations and communicate them to the dedicated Problem Managers who will open a PBI.Improving communication… Show more Monitoring Backlog and identifying High Priority Incidents.Utilizing the 1-NCR Escalation process, by taking ownership of the Incident and engaging other Resolver groups if needed, driving it to Resolution.Proactively engaging the Customer, notifying them of the updates and Incident status thus preventing Customer escalations.Identifying opportunities for Problem Investigations and communicate them to the dedicated Problem Managers who will open a PBI.Improving communication with other Resolver Groups (both Internal and External) increasing efficiency leading to increased Customer Satisfaction. Show less

Belgrade

Remote support for multiple customers.Log investigation and root cause analysis, close collaboration with LV3 software support team.Log manipulation over secure FTP protocols.Devising Ad-Hoc solutions for urgent customer issues until Engineering rolls out a fix/permament solution.Improving and expanding the existing software escalation procedures, manuals and guides, creating new ones.

Belgrade

Responding to customer queries and escalations in a timely and accurate manner, via phone and email.Identifying customer needs and helping customers use specific features.Analyzing and reporting product malfunctions.Creating daily status reports for customer management. Monitoring, assisting and collaborating with Customer Engineers and Field Service Coordination team.Promptly detecting possible field issues and acting preemptively.

Serbia

Providing customer and technical support for NCR Self Checkout and Point of Sale terminals.Providing first level contact and conveying resolutions to customer issues.Guiding customers through problem solving processes.Properly escalating unresolved queries and close collaboration with level 3.Tracking, routing and redirecting problems to correct resources.Providing second level contact by using remote access and solving ongoing issues.Managing high priority customer… Show more Providing customer and technical support for NCR Self Checkout and Point of Sale terminals.Providing first level contact and conveying resolutions to customer issues.Guiding customers through problem solving processes.Properly escalating unresolved queries and close collaboration with level 3.Tracking, routing and redirecting problems to correct resources.Providing second level contact by using remote access and solving ongoing issues.Managing high priority customer escalations.Providing direct support to onsite customer engineers. Ensuring proper recording, documentation and closure.Managing priorities, handling burning ongoing issues and providing support to the rest of the team.Training and guiding new team members. Show less

Belgrade

Providing customer and technical support for NCR Self Checkout and Point of Sale terminals.Providing first level contact and conveying resolutions to customer issues.Guiding customers through problem solving processes.Properly escalating unresolved queries to the next level of support.Tracking, routing and redirecting problems to correct resources.

Serbia

Direct selling.Working with Shop manager to improve sales, operations and profitability.Delegating work and giving tasks for individuals to do. Continuously reviewing and managing team performance. Sales planning and analyzing on a daily, weekly and monthly level.

Serbia

Charter sales.Fleet management and flight planning.Communication with international clients and airport officials.Flight coordination and passenger logistics.

Serbia

Implementation and administration of E learning systems.Design implementation through HTML and CSS.Classes coordination.User and client administration, client support.Editing and coordination of teaching materials.