Robert Pawlak Email & Phone Number

Incident, problem & change management

Incident & Problem Management:• Responsible for managing the lifecycle of all incidents and problems that happen or could happen in an IT service Production environment• Manage incidents and problems related communication between technical teams, customers and vendors• Ensure timely creation and updates to the incident and problem cases• Review and maintain incident and problem reports and records to ensure accuracy• Monitor incidents and problems and their status to ensure corrective measures are being taken to permanently fix the problems• Perform proactive trend analysis and root cause analysis to identify potential areas of concern with a focus on prevention and elimination of recurrences• Provide guidance and recommendations to business and technical partners to help prevent future incidents and improve system stability and client satisfactionChange Management:• Leading the change management activities within a process framework• Evaluation of the Requests for Change, available resources, impact of the change, and organizational readiness• Evaluation of the risk of the change and assistance in providing guidelines on reducing the impact• Coordination of the Change activities amongst the technicians in multiple team/organizations• Assistance in preparation of implementation and roll-back plans• Communication with the affected/involved employees and/or customer and/or other stakeholders• Authorization of minor change requests and coordination with the Change Advisory Board for changes presenting higher risk• Documentation, creation and presentation of the Change reports• Support in the design of the Change implementation scheduling

Warszawa, Woj. Mazowieckie, Polska

• Responsible for support and operations of application services (2nd Level Support) and supporting the application maintenance• Delivers the service for the IT service management processes, i.e. ensuring the smooth operation of the application• Involved in more complex issues, knowledge management, continuous improvement, changes in the processes• Problem Management Support Team member• Defect Decision Board member• Global Circle of Expertise Lead

Warszawa, Woj. Mazowieckie, Polska

• Managing services and providing support for international client• Administrator role of Office 365 applications• Management of the workflow and resources of the team to meet business needs• Ensuring optimal service delivery and that SLAs are constantly achieved• Monitoring outstanding incidents, change and service request against service level agreements• Contribution to service improvement according to ITIL• Implementing company procedures, processes and policies• Proactive approach towards customer needs• Co-creating of technical documentation and knowledge database

Warszawa, Woj. Mazowieckie, Polska

• Analysis and optimization of operating processes• Implementing and administrating project management software• Managing translation projects for Polish and foreign institutional clients

Warszawa, Woj. Mazowieckie, Polska

• Managing translation and interpreting projects for Polishand foreign institutional clients• Implementing project management software• Co-authoring and implementing standard operating procedures

• Co-managing (with the Rooms Division Manager) of the following departments: Reception, Reservations, Concierge, Switchboard and Housekeeping)• Managing a team of employees• Recruitment and training of employees