• Performing proactive and re-active investigations protecting client's business and identifies actions to improve or correct the situation; • Assuring the analysis of the aggregate incident data to identify key trends;• Making sure problem investigations are conducted effectively securing end-to-end Service Level Agreement;• Producing high quality reports• Collecting data for the resolution of the investigated problems and root cause analysis requiring the input of the multiple functions/SDO’s;• Coordinating implementation of corrective actions; • Ensuring high quality input into KnownError DB and KM systems; • Attending operational and management oriented meetings;• Providing advice and assistance to SDOs to support a globally consistent approach to operational processes;• Effectively using working relationships with Customers and Suppliers; • Participating in continuous service improvement;• Coordinate creation of complex RCA activities;• Being aware of the service performance and supporting improvements implementation; • Proactive monitoring of Incidents to identify trends.

• Ensuring knowledge is created, authenticated and approved in accordance with the knowledge management process;• Management of existing and new knowledge documents;• Promotion of training of the knowledge management tool;• Regular reporting of the knowledge management tool accordingly to best practices and client requirements;• Providing accuracy and consistency of knowledge;• Building and maintaining effective working relationships with Customers Knowledge Managers;• Developing and maintaining an understanding of the Customers’ service requirements;• Maintaining up to date Knowledge Management work instructions and procedures accordingly to knowledge management best practices; • Supporting Service Desk agents by ensuring quality and trainings;• Taking part in Service Centre Knowledge Management community. Transition related responsibilities:• Active support of Knowledge Transfer process accordingly to assigned tasks;• Awareness of Project Communication skills;• Support in preparation of knowledge gathering and training plans, accordingly to assigned tasks;• Designing and delivery of identified trainings under supervision.

• IT support for users.• Contacting varius resolving teams.• Providing first line technical support for all incoming calls inrespect of clients and services.• Meeting and exceeding the telephony service levelagreement when responding to all incoming calls.• Recording and classifying all incoming calls with appropriatepriority.• Correctly assigning calls that cannot be resolved toappropriate resolving team.• Logging material for reuse i.e. capturing/creating newsolutions for the Knowledge Database.• Performing trainings for new joiners.