Adriana Nagyova

Analysis of customer requirements Definition of user stories for agile develeopers team Coordination of tasks related to all project phases, from planning to Go-Live Providing estimated efforts and time schedule for particular tasks Solving issues and obstacles in the daily business

Supervision of 3rd level support team, Continuous improvement process Customer Relationship Management Responsibility for escalations and quality People management, including hiring, evaluation and education of staff Ensure the fulfillment of KPI Reporting to Upper Management Level Budgeting Political Strategy Small projects: Transition of 2nd Level Support to customer Implementation of AppDynamics Establishing of Managed Service

Managing small projects, phase(s) of larger project Support for Portfolio or Programm Mngmt Create process flows, recognition of problems, make recommendations for resolution Monitor/evaluate project progress, maintain documentation, Drive handover of project to operations, internal projects on operaional efficiency, improve reporting and problem mngmt, quality assurance Coordinate PM team, training, status reporting, implementation and post-rollout validation Review of changes as part of CAB

Management of Customer Support Services Incident management and Reporting Continuous improvement of existing processes Responsible for Client relationship and communication in CEE and SEE region Counseling of project implementations and pilot phase monitoring Maintain agreed SLA´s and manage customer escalations Participating in regular Change management meetings

Responsible for Communication with Customer Supporting in-time Solution of Problems Internal, External Reporting Monitoring of Generated Files

Processing of Payment Faxes from English and Irish Banks Solving Problems Directly with Client