Uros Janackovic Email & Phone Number

Belgrade, Rs

Belgrade, Serbia

Collaborating closely with Engineering and Cloud Services teams, accountable for the delivery of business-critical Software as a Service, working to improve business functions/operations and processes. Establishing Jira Service Management project for change requests, incidents and service requests.Some of my responsibilities are:• Service level management - Implement, monitor and provide timely report to customers on service delivery metrics.• Availability management - Work closely with all key stakeholders within company to ensure the availability of our service on a 24/7 basis.• Capacity management – Working closely with the DevOps team to ensure that all services have sufficient capacity available to them to meet customer goals and expectations.• Change management – minimize the risk associated with changes by creating change models for recurring changes, simplifying standard changes and breaking bigger changes into smaller pieces that carry less risk.• Problem management - Working closely with the DevOps team to ensure P1 incidents are fully investigated to determine the root cause and corrective actions, feeding back to Engineering were appropriate.• Cost effectiveness – ensuring that our service is delivered in a cost-effective manner that takes full advantage of the flexibility afforded by cloud service providers.• Data protection and Privacy – Develop and evolve the policies, processes and procedures needed to protect customers’ data and ensure that privacy is maintained at all times.• Financial management – liaise with my company’s and customer finance teams to ensure that service invoices are managed in an effective manner and that service credits / penalties are calculated accurately based on customer SLAs.• Service Continuity - Designing appropriate and cost-justifiable continuity mechanisms and procedures to meet the agreed business continuity targets. This includes the design of risk reduction measures and recovery plans.

Belgrade, Serbia

Effectively analysing reports in order to locate trends and find rooms for improvement Act as point of escalation in case of any customer disputes and ensure the agreed service level is met.Working with high priority incidents and assessing the correct impact with appropriate Service Line OwnerProviding trainings to Service Desk Agents and introducing new proceduresHosting and scheduling meetings with customer, providing updates on the tickets resolution, instructions and communications concerning process changes• Coordination of the activities and information flow between client, service suppliers, service desk and other teams within account. Provision of support to service desk by acquiring and providing relevant information, advising on processes and answering other agents’ enquiries.• Handling high priority incidents, escalations and users enquiries. Monitoring and quality assessment of service desk agents’ performances. Reporting and analysis of provided services for the management.• Hosting of technical and operational calls and forums. • Acting as a backup for the major incident manager. • Training of junior controllers.

Serbia

Network Operation Centre (NOC) Front Office Agent, Direction for ICT Infrastructure and Data Centre “Roaming Networks”, BelgradeOutsourcing for SPL-Tele Austria, clients: Hutchinson (H3A), Huawei, Nokia, TowerCO▪ Work on the installation of new equipment for access networks and transmission systems, in accordance with the project documentation;▪ Testing and routing of installed equipment and its commissioning;▪ Work in shifts on monitoring the quality of work of telecommunication networks through the system for management and maintenance of telecommunication network;▪ Minor interventions related to problem solving in the telecommunication network;▪ Escalation of the medium and high degree problems in the telecommunication network;▪ Adherence to procedures and tasks for the purpose of efficient resolution of problems and critical situations in the telecommunication network;▪ Usage of measuring instruments and computer during work, regular reporting of the superior in the agreed form;▪ Taking all necessary measures in order to respect quality standards and improve efficiency and productivity in their field of work;▪ Performing all other relevant duties at the request of the superior.

Belgrade, Serbia

“Etihad_EAP Shared Services”, Belgrade▪ CC (Contact Center) Agent, Agent in frequent flyer program (GLC) of Etihad, commercial team of JU (AIR Serbian team) in English language▪ Obtained client information by answering telephone calls and verifying information;▪ Determined eligibility by comparing client information to prescribed requirements;▪ Achieved sales targets as prescribed by the employer;▪ Provided clients with information regarding available products and services;▪ Handled the client calls on a daily basis;▪ Handled documents and all information related to the client calls according to the procedures prescribed by employer;▪ Deals with occurring travel problems, complaints or refunds. ▪ BO (Back Office) Agent▪ Worked on e-mail correspondence with clients, regarding various questions, concerning frequent flyer programme and commercial tickets;▪ Made outbound calls regarding verification of documentation in specific situations related to customers;▪ Handled customer complaints and resolved the issues efficiently and effectively. ▪ HD (Help Desk) Agent▪ Assisted in the resolution of issues handled by junior and senior agents with the reservation system, frequent flyer system and the prescribed procedures;▪ Solved all kinds of challenging situations related to reservations and complains.

Dubai

Handle all guest and internal guest complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactory.-Greeting and accommodating guest- Checking their satisfactory-Following LQA and LRA- Take guest orders and deliver items without unnecessary delay.- Liaise and communicate effectively with all departments to ensure seamless transfer of information takes place.- Fully aware with F&B policies and procedures.- Upselling and identification of additional revenue opportunities. Achieving outlets sales targets.- Maintain positive teamwork at all times.- Allocate tasks to the team to ensure all duties carried out thoroughly and on time.- Coaching and supervising existing team members, and assigning them on trainings.- Preparing weekly and annual leave rosters.- Able to prepare requested reports.- Perform additional duties within F&B department.- Work closely with other departments and outlets (including banquet).- Communicate with the Kitchen, Events and Front Office and Butler Services.- Drive pre-service briefings.- Schedule appraisal with staff.- Ensure that Guests receive the attention and service at all time.- Behave with other members of staff, managers and directors in a polite, honest and friendly way.- Responsible for daily cashiering, closing restaurant, checking safety procedures(HACCP)- Using of MICROS- Checking e-mails, daily posts, reservations- Checking monthly payroll- Controlling beverage and wine cellar stock- Taking care of most important guests.- I am directly responsible as a leader of team for controlling LQA and LRA standards in all F&B department, also part of a team for controlling beverage and wine stock in hotel, and part of a departmental trainer team.