Communication with European customers (phone, email, IM). ITSM tickets handling and dispatching. Remote user support. Infrastructure monitoring and reaction according to the documentation. Solving incidents in IT area: performing basic troubleshooting and event correction according to the defined procedures. Prioritizing and escalating incidents (when required) to the appropriately experienced technician. Operating in shifts for 24/7 customer support.
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Manages and oversees all aspects of a technology project to ensure it is completed on-time and within budget. Has overall responsibility for managing scope, cost, schedule, internal staffing, vendors, and contractual deliverables. Develops detailed project plans. Monitors project milestones and generates periodic status reports. Evaluates and manages risk. Incorporates quality measures and standards to project deliverables. Possesses strong knowledge of technology.