Ensuring extensive root cause investigation of the high and critical incidents.Running problem investigations based on the recurring incidents.Providing root cause analysis reports to the customer in timely manner.Ensuring customer’s satisfaction based on high quality of the information provided.

Solution of the incidents priorities 1&2 on 24x7 basis ( tracking, recording, communication with the customers and technicians, escalation, full service restore and closure etc..) for German and Swiss customers.Supporting Service request and Problem tickets, eventually RCA. Backlog tickets' reduction. Teaching newcomers. Support of Emergency Change process. Alerting for major incidents. Manager On Duty Out Of Office Hours (night, PHs, weekends etc..).

Team lead for 1st level technicians administrating wintel and unix servers for Italian customers (command center). Communication and reporting for manager, communication within team and among other technical teams. Management of team attendance (vacation, sick leave, shift coverage during weekends). Support of internal tools, processes, projects. Management of customer claims regarding quality of services provided, support of RCA.

Shift lead for 1st level technicians administrating wintel and unix servers for Italian customers (command center). Daily service control, dispatching and delegation of tasks among shift members. Management of shift attendance (vacation, sick leave, shift coverage during weekends). Performance evaluation of shift members, reporting to manager and team leader.

Management of basic technical operations on batch management platform (TWS) and mainframe. 1st level administration of wintel and unix servers for Italian customers.