Pasquale Scoppetta Email & Phone Number

Napoli

Key responsabilities:Managing and co-ordinating the processing of incoming calls / ticketsDeveloping and implementing ticket handling and escalation policies and proceduresLeading, co-ordinating and allocating incidents and requestsBeing an escalation point and providing co-ordination and support for the Service Desk during high severity incidentsEnsuring processes are carried out in accordance with agreed standards or procedures:o Identification of problems or recurring incidentso Identification of trends in incidents and services requests logged and input for consideration as projects, upgrades, or problem managementProviding reports on call volumes and incident trending within the Service Desk and with theIT Team.Contributing to Service Level reporting to Management.Discussing the Service Level Agreements with the ClientsLead team planning, decision making and service improvement activities.Evaluating employee job performance, through goal setting and performance appraisals

Team leader on System and Integration test projects.Key responsabilites:Building up and leading the Testing Team to the success of projectDefining the scope of testing within the context of each release / deliveryDeploying and managing resources for testingApplying the appropriate test measurements and metrics in the product and the Testing TeamPlanning, deploying and managing the testing effort for any given engagement