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Service Request Manager I currently work as a service chain operation manager for a Swiss customer. I am in charge of all operational activities and, if possible, their smooth running. One part of my daily routine is tracking my inbox, where inquiries come from customers from various areas. Whether it is an urgent outage or just questions about future activities, we try to react in our team as soon as possible and immediately consult with technicians. I appreciate the enthusiasm and competence of our technical team who are helpful in every way. So I never know exactly what my day is going to be like. This diversity is what I enjoy the most about my work. After taking up this job, I was struck by the famous clockwork precision during my first training. As I learned, our monitoring systems are set up to declare an emergency in the event of a train delay of more than 60 seconds. Yes, you’ve read that correctly, a delay of 60 seconds. Not minutes, as is sometimes the case in Slovakia.🙂 If a delay exceeds the limit of over 120 seconds, concrete measures are already being taken to make up for this terrible delay.🙂 This whole management is carried out according to the rules of ITIL communication and management. Most people know these operations individually as incidents, changes, problem tickets or service requests. I am personally responsible for monitoring their compliance according to applicable agreements with the customer, which change regularly or irregularly. So I have no emergency or designated response time. From my position, I evaluate the individual steps taken by the parties involved and assess them. I propose measures and try to find room for improvement. I participate in interviews with professional teams of people from different countries who provide technical support. I switch between German, English and Slovak all day. My main task in the interviews is to understand the process and its rules correctly, and whether and to what extent they were carried out according to the agreed rules. I ask questions to understand the issue and the answers from professional teams. The answers serve us as guides in solving individual situations. It is through layman’s questions that I open the space for the individual parties to understand the problem, each of whom mainly watches their work in this great IT puzzle where everything can be interrelated. During the year, I plan a change with the customer for the following calendar year. I manage updates of various systems, I monitor what the situation with incidents is like daily, as well as the upcoming change or the course and progress of problem tickets which we regularly report to the customer. ...