Robert Vari Email & Phone Number

Timisoara, Romania

Situation Management follows the same methodology and best practices as Major Incident Management to avoid a High Priority Incident becoming a Major Incident.Further roles and responsibilities:- Responsible to handle and own all High Priority incidents.- Responsible to act as an escalation point to expedite incident resolution.- Liaison with team managers.

Bucharest, Romania

Incident Manager

Bucharest, Romania

Understand the business needs of Operations Teams and translate them into requirements and technical solutionsSuggest areas for improvement in internal processes along with possible solutionsDrive Operations productivity through IT Tools implementationDevelop and drive IT Service Management strategy within customer organizationDevelop and Implement IT.

Bucharest, Romania

After 1 year and 4 months experience as L1 Service Desk Analyst, I was promoted to Senior Process Specialist within the same team.Main roles:Deliver Technical/Non-Technical training for new hiresDaily on-floor support for analystsSingle Point of Contact in front of the Customer handling escalationsFollow-up and closure of the aged/rejected ticketsCreating.

Bucharest, Romania

• I started my career at Genpact as L1 Service Desk Analyst with Hungarian.Main roles:
• Phone support to customers for Level 1 and 2 end-user system support issues, queries and faults
• Administer the Service Desk system, ensuring all incidents are entered into the system, and maintain the information to ensure its timeliness, accuracy, relevancy, escalation and status
• Provide an excellent level of customer service to callers, by providing them with appropriate support response and friendly communication
• · Handling emails / web-cases, translating them into the appropriate language, depending on customer requirement
• · Document cases for each incident, handle cases meeting ServiceLevel Agreements (customer requirements), follow-up case status