Evija Bluma

- coordinates SMC team that handles incidents and service requests from service management perspective.

- acts as SPOC for customer and Kyndryl delivery teams escalations. Participates on calls and meetings related to regular process surveillance and reporting and on ad-hoc technical bridges related to escalated cases.

- monitors Snow/Maximo queues for SLA/KPI compliance of the ongoing tickets and acts towards no-breach. Ensures tickets management in SMC queue and ensures ticket compliance between Snow and Maximo.

- covers Oncall duties during business hours, such as escalations and warm transfers of high prio (P1/P2) calls.

- assures Oncall out of business hours (in rotation with other 3 colleagues)

Service Now Access FP :

- Providing support and coordinating access requests for IMI teams (locked out, new team member access, new group creation, removing access etc)

- Providing basic knowledge instruction on request to SSO, Service management teams regarding Service Now functionality

Reports:

Providing IPC SLA reports for the customers on daily, weekly and monthly basis. Providing performance reports from Nagios and SRM

AIOPS Project for MCMS:

- Attending meetings for AIOPS deployment

- Ensuring all SDMs of each accounts getting Admin access

- Checking for defects in tool, reporting them to AIOPS support team, raising SRs for defects

- Performing Test cases in AIOPS tool

- Providing required information to AIOPS defect team (extract from SESDR, SNOW, BP IDs, etc)

Service Now Access FP :

- Providing support and coordinating access requests for IMI teams (locked out, new team member access, new group creation, removing access etc)

- Providing basic knowledge instruction on request to SSO, Service management teams regarding Service Now functionality

Reports:

Providing IPC SLA reports for the customers on daily, weekly and monthly basis. Providing performance reports from Nagios and SRM

AIOPS Project for MCMS:

- Attending meetings for AIOPS deployment

- Ensuring all SDMs of each accounts getting Admin access

- Checking for defects in tool, reporting them to AIOPS support team, raising SRs for defects

- Performing Test cases in AIOPS tool

- Providing required information to AIOPS defect team (extract from SESDR, SNOW, BP IDs, etc)

Service Now Access FP :

- Providing support and coordinating access requests for IMI teams (locked out, new team member access, new group creation, removing access etc)

- Providing basic knowledge instruction on request to SSO, Service management teams regarding Service Now functionality

Reports:

Providing IPC SLA reports for the customers on daily, weekly and monthly basis. Providing performance reports from Nagios and SRM

AIOPS Project for MCMS:

- Attending meetings for AIOPS deployment

- Ensuring all SDMs of each accounts getting Admin access

- Checking for defects in tool, reporting them to AIOPS support team, raising SRs for defects

- Performing Test cases in AIOPS tool

- Providing required information to AIOPS defect team (extract from SESDR, SNOW, BP IDs, etc)

Reports:

Providing IPC SLA reports for the customers on daily, weekly and monthly basis. Providing performance reports from Nagios and SRM

Incident, Service Request, Problem management

• Coordinating day-to-day execution of the process
• Identifying exceptions and deviations, as well as management of these situations
• Ensuring the standards and procedures are being followed
• Identifying and implementing process improvement
• Creating, analyzing and distributing process reports
• Facilitate resolution of issues with items not complying with the process
• Following defined escalation path when needed, as defined in the escalation policy
• Notifying the participants in the process when standards and procedures are not being followed
• Ensure completeness and integrity of information collected to conduct daily operations
• Establishment of measurements and targets to improve process effectiveness and efficiency
• Responsible for evaluating the performance of the process
• Assists auditing of the process for compliance with documented procedures
• Defines those parts of the Process Framework not defined by the Process Owner
• Collecting incident measurement data for both internal and customer measurement reports
• Ensuring post-review of incidents
• Chairing the incident review meetings
• Rerouting misdirected incidents that have not been handled in a timely manner
• Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
• Identifying incidents which need special attention or escalation
• Managing major incidents.

• Provide recommendations for policy changes - Acts as SPOC to the business and interface with the various vendors (external), service line managers(internal) and change engineering teams (internal). - Manages the global GCC Services offered to customers end-to- end (order to delivery). - Operates all order fulfillment management request processes according to the infrastructure needs in line with business needs (GMSA IBM or internal GIS Infrastructure services). - Places &/or validates with technical teams, infrastructure orders/services (standard and non-standard orders) - Translates requirements into commercial orders. - Fulfills all gatekeeping and mailbox management activities. - Ensures that all supporting components of the service, including any associated SLAs, OLAs and UCs are aligned and managed as an integrated service. - Responsible for the overall continuous improvement, cost reduction and performance of the services. - Assigns hostnames, MAC addresses and maintains lists accordingly - Monitors and reviews performance against the SLA/OLA service and/or portfolio. - Plans and negotiates with SDMs and relevant SIMs to establish the overall service(s) and the associated characteristics of service(s) needed. - Collaborates with the IT Financial Manager to establish and update the services pricing strategy. - Collaborates with the Sourcing Organization on supplier management and establishes/reviews/approves key contracts with external service providers, as needed - Negotiates key SLAs/OLAs, as needed and gets them approved - Establishes/Updates/Approves/Communicates the Service Catalog entries, as needed.

• The Incident Manager is responsible for the quality and integrity of the Incident Management process and is the interface to the other process managers
• Specific responsibilities may include:
• Verifying post-review of priority 1 Incidents
• Chairing the Incident and Problem review meetings
• Following defined escalation path when needed, as defined in the escalation policy
• Notifying the participants in the Incident Management process when standards and procedures are not being followed
• Rerouting misdirected Incidents that have not been handled in a timely manner
• Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
• Identifying Incidents which need special attention or escalation
• Coordinating day-to-day execution of the process
• Identifying and implementing improvements to the process
• Identifying exceptions and deviations, as well as management of these situations
• Identifying, Implementing and Communicating new and changed policies
• Facilitating the resolution of issues related to process compliance
• Facilitating resource commitment and allocation
• Overseeing creation and availability of process reports, analyzing reports
• Acting as focal point for process, communicating with clients, service providers, and management
• Overseeing completeness and integrity of information collected to conduct daily operations
• Establishing measurements and targets to improve process effectiveness and efficiency

• Dealing with creating of work instructions for SMC team -Dealing with escalations -Communication with the Customer, Service Delivery Managers and Delivery Center Management -Initiating improvements -Communication to the team informing about new activities or changes of the current process, ensure that process is fully understood and team is equipped to handle. -Communication with technical support -Attending meetings with the customer, Service Management, IBM technical support or 3rd Party Vendors on weekly bases or on request -Preparing Weekly Service Management pack - SLA and KPI reports to customer -Clarifying the internal access and supporting the SMC team members when it is required -Facilitating any new activities -Supporting SMC team as Incident Manager when it is required (BAU must be covered when required). -Measuring and validating the quality of the service - Ensuring clarification of issues -Distributing tasks when it is required -Taking decision in critical situations -Being responsible for E2E Incident Management -Ensure all Incidents and Service Requests are resolved within SLA -Assisting with Management of P1/P2 Incidents and Major Incidents -Ensure Incident and Service Request records are maintained and updated -Ensure emails are responded to within 1 hour -Ensure SMS’s are sent on time

• Driving the efficiency and effectiveness of the incident management process -Producing management information, including KPIs and reports -Monitoring the effectiveness of incident management and making recommendations for improvement -Developing and maintaining the incident management system -Driving, developing, managing and maintaining the major incident process and associated procedures -Reviewing and auditing the process -Ensuring that all IT teams follow the incident management process for every incident

• O Co-ordinate all aspects of account specific deliverables o Support the delivery of cost effective, standard customer measurements in line with contracted commitments o Support account planning/strategy o Input to security and audit compliance, reviews & actions o Help provide leadership and direction to the Service Delivery teams o Work with the DPM and Service Delivery Manager to maintain/improve the level of service quality and Service Delivery performance o Support DPM/BOM, PE and Service Delivery Manager in the management of contract change and service related issues o Help manage service to contract, SLAs, dates and performance measures o Communicate alert notification explanation/clarification o Ensure communications on day-to-day service operations o Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues o Support the management of the service within MIR process o Help develop service action plans based on root cause analysis, trends and customer inputs o Provide/manage continuous improvement of all services provided and identify alternatives/options to these services o Participate in process improvement with the agreed IBM/business areas o Provide timely and accurate Internal reporting

• Responsibility:
• Back-up Team Leader - End User Services
• Organizing the work of a team: arranging shift times to ensure sufficient service coverage, splitting the workflow, planning / approving vacation and other time off for team-members
• Generating reports, reflecting SLA performance on both individual and team level
• Analyzing decreases in service quality, providing feedback to the management, creating and implementing service quality increase action plans.
• Quality Coach - End User Services
• Carrying out call quality check for other team members: reviewing recorded Helpdesk calls; scoring them according to the established company standards; providing feedback to the analysts and management; quality coaching; developing and implementing individual improvement plans.
• Key Account Trainer - End User Services
• New comers’ account specific training: introducing basic information about the supported by the team account to the new agents; providing them with technical training; ensuring awareness of security procedures; practical demonstration of troubleshooting and resolution techniques; soft skills training; after-training progress evaluation.
• Helpdesk Analyst - End User Services
• Providing 1st line IT support of hardware (laptops, desktops, docking stations, network printers, external monitors, etc.), software (Windows XP Professional, MS Office – Outlook, Word, Excel, PowerPoint – 2003 and 2007, Adobe Acrobat Reader and Writer, Internet Explorer, SAP etc.) and network accounts to the end users over the phone, supported by remote connection facility
• Performing primary troubleshooting, applying known fixes, as well as inventing new ones
• Dispatching issues to the appropriate resolver groups when needed
• Keeping the record of all activity within a ticketing system
• Dealing with severity incidents and escalations; providing customers with timely feedback and resolutions.