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.
• 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.

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.
• 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.
• 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;

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;

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.