Mag. Karolina Kaprzyk

- Creating and managing all required project documents for approval by the business stakeholders/PRB - Executing project plans according to the used methodologies: Agile or Prince2 - Leading and guiding project teams - Representing project teams in overall projects. - Controlling execution of projects within project objectives: Scope, Budget, Time and Quality - Identifying risks and developing scenarios to mitigate or overcome these risks - Reporting progress of all activities to the PRBs

- Deliver support for merchant via incidents, service requests - Implement and maintain reporting structure for department - Lead a team which is located in Austria and Singapore - Development of team members - Drive operational and strategic changes - Support onsite support teams and other internal IT teams - Improve processes to be more efficient for processes previously implemented

- Single point of communication for IMT mgrs, account mgrs and DPEs - Coordinate delivery of agreed day to day Delivery Centre services - Make recommendations for process, procedure and tool improvements - Ensure cost, claim and efficiency management and measurements - Review, monitor and manage service performance and capacity; negotiate and implement resolution plans

- Day to day leadership of operational delivery for accounts - Account Compliance management, IT Security and Business Control as defined in SSOW, Services Delivery Processes - Business management (analyses, develops, and assists in implementing ideas for improved efficiency in problem identification and resolution, system or application changes, and automated tools) - Customer Satisfaction - Delivery of competency metrics and customer SLA’s - Resource and Professional Development of Team members

- Shift Plan covering to successfully fulfill service needs - Propose, implement and control new processes, standardization, work instructions - Act as communication focal point for technical area - Check and validate security compliance, WINs, SSOW, CTM, R&R - Proper escalation and communication of high critical problem to management - Process control, preparation and implementation in team - RCA - Coordinate transfer of the activity to Brno - Daily and Monthly Reports, BCDR - 1 to 1

- Creation/ modification/ deletion user accounts - Problem determination, solve the problem or pass it to next level support - Activate the defined escalation path when needed - Documentation and processes following and do regularly updating it - Responding to Execute of approved change - Checking the quality of service - Web Request tool – test and implementation - Documentation