Valeria Ladutska
About Valeria Ladutska
Valeria Ladutska serves as the Technical Support Team Leader at Exadel in Minsk, where she has worked since 2016. She manages documentation, oversees service level agreements, and mentors junior team members while ensuring efficient support operations.
Work at Exadel
Valeria Ladutska has been employed at Exadel since 2016, currently holding the position of Technical Support Team Leader. In this role, she manages the creation and maintenance of documentation, including Knowledge Base manuals, to enhance team operations. Prior to this position, she worked as a Technical Support Engineer at Exadel from 2014 to 2016, where she gained foundational experience in technical support.
Team Leadership and Management
As a Technical Support Team Leader, Valeria supervises the Technical Support Level 1 team. She ensures efficient handling of support issues and proper escalation to Level 2. Valeria is also responsible for overseeing the implementation and adherence to Service Level Agreements (SLAs), which are critical for maintaining customer satisfaction.
Collaboration and Process Improvement
Valeria collaborates with the System Administration group to develop and improve current processes and procedures. This collaboration aims to enhance operational efficiency and service delivery within the technical support framework.
Performance Measurement and Mentorship
In her role, Valeria is responsible for measuring Key Performance Indicators (KPIs) to assess team performance and service quality. She also plays a crucial role in mentoring junior team members, providing guidance and support to help them overcome challenges and develop professionally.