Evgeniya Gorbunova

Leading, driving, and facilitating all investigation activities and conference calls.
Forming collaborative action plans with specific actions, roles and deadlines, and ensuring
they reach completion.
Matrix management of processes and resources including third parties.
Being accountable for resolving the outage via workaround or permanent fix.
Ensuring all administration and reports are maintained and up-to-date, including contacts
information, technical diagrams, post major incident reviews.
Supporting and nurturing process improvements and knowledge base improvements.

Development and understanding of the customer's environment and service delivery
requirements to enable the delivery of the service.
Ownership of documenting and monitoring adherence to all processes queries.
Acting as a point of escalation and owing management of the processes leading to
successful resolution of the escalated issue.
The implication of new processes.
Day to day Process Management assistance.
Monitoring process compliance.
Fulfillment of ad-hoc requests for Service status or one-time reports management.
Business-related communication management.

Technical Capability: supporting standard technical queries related to a single
product/small set of products (e.g. Microsoft products, operating system, basic networking,
PCs).
Business Awareness: understanding of customer's environment and service delivery
requirements to enable the delivery of a first-class service.
Process: documenting actions taken in resolving routine customer enquiries ensuring
established processes/systems are followed.
Problem Solving: taking ownership for listening to and understanding basic customer
problems asking relevant questions to resolve typically known problems within required
timescales.
Service Level: escalating issues as necessary to deliver required service level and meet
or exceed customer expectation/SLAs. Monitoring performance through statistical
reporting and analysis.