Amanda Canoy

Global Printos Service Manager @HP

Case Management & EscalationEnsure cases are resolved within SLA timelines.Monitor case progress and ensure active engagement.Coordinate communication issues with customers/end users that may hinder resolution or closure.Validate that escalation paths are functioning and SLAs are respected.Process & Documentation OversightEnsure support processes are followed, updated, and documented.Maintain up-to-date documentation and guides.Collaborate on QA and improvement plans with stakeholders.Team Management & DevelopmentManage team training and development initiatives.Monitor and adapt team capacity based on workload and priorities.Conduct agent performance reviews in collaboration with Host Managers.Stakeholder CommunicationAct as the focal point for communication across teams.Liaise with:L3+ teams (POC changes, escalation paths, process updates, releases, QA)PrintOS Platform teams (POC changes, process updates, releases, QA)GBUs (roadmaps, metrics, releases)PIB staff (KPIs, focus areas)Care Center teams (people management)Ticketing system teams (e.g, CDAX – releases, issues, change management)Platform & System CoordinationManage the knowledge management platform/system.Ensure ticketing systems are aligned with support processes and release cycles.Reporting & MetricsPrepare and distribute status reports and KPIs.