Rie Elbo Email & Phone Number

Denmark

Denmark

Copenhagen Area, Capital Region, Denmark

• Key responsibilities: Responsible for core processes: Incident Management Operational Information.
• Manage the ongoing work on assessment of current processes, development and implementation of to-be processes
• Ongoing development and execution of Continuous Improvement programs within my process area.
• Mature current Service/Process KPIs. Execute on TDC Netco roadmap for standardized, automated and (to some extent if possible) real-time reporting.
• Participate in the development of a Service Strategy.
• Leading training activities for multiple stakeholders

• I work to ensure value to the business as well as for Coop internal IT. I participate in Operational status meetings both internally and with external suppliers partners in order to engage with my customers in an open.
• Responsibility regarding SLA’s and OLA’s in cooperation with the business and IT.
• Service Transition and coordination of deliveries between business, IT and operation.
• Project Management (Infrastructure projects)
• Identification and implementation of improvement measures.
• Service reporting.

• Ensure value to the customer as well for Axcess.Engagement with my customers in open dialogue regarding different customer needs. Identification and implementation of improvement measures in cooperation with my.
• Responsibility regarding contracts and SLA’s in corporation with the Account Manager
• Customer reporting and meeting

• Major Incident Manager delivery in an outsourced environment, Information Manager and Operational Duty role.
• Manage the effectiveness of the Incident management process both internally and at Vendors
• Carrying out compliance and quality assessments of incident process and provide feedback on areas for improvement
• Producing management information, including KPIs and reports
• Perform operational vendor management within Incident Management
• Handle escalations for major Incident (Severity 1 and 2) with Service Owners and Service Delivery Managers.

• Spotting trends in the users' operational challenges
• Analyze and follow up on incidents
• Monitoring and reporting of resolution times
• Continuous optimization of the processes
• Communication with users at critical incidents.
• Training of users in COWI's IT systems.

Handling incidents using Remedy and Skats call center. In addition, I have worked with user creation and granting of authorization for Skats various applications

First level support / on-site tasks. Solving incidents related to installation and configuration of workstations, Windows NT, Lotus Notes, printers, etc.

First level support / on-site tasks. Solving incidents related to installation and configuration of workstations, Windows NT, Lotus Notes, printers, etc

Production planner - Main frameFirst Level and 2. Level support Helpdesk.

Master Of It, Enterprise Architecture

Diploma, Proces Management (Diploma Course)

Management and facilitation of organizational processes, innovation and change. Practical management of small and large processes such as.

Diploma, It -Business And It Technology

Activities and Societies: Introductory Academic Project (Study on Business-IT Alignment through ITIL). Business and Management, Business.

Merc.D, Leadership & Management

Activities and Societies: Organisation, Ledelse i praksis, Strategisk lederskab, Projektstyring.

It Administrator, Systemadministration