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Marija Todorovic

@marijatodorovic

Europe Duty Manager at Ink Innovation, coordinating a team of 4 and delivering 20+ new aviation technology customers per year.

Serbia

Message

At Ink Innovation, I progressed from Support Agent to Duty Manager - Europe, working across aviation technology operations, customer support and delivery. I manage operations for 7 key customers and coordinate a team of 4 in daily service delivery.

I deliver new customer implementations from setup and configuration through staff training, go-live support and operational handover. My project work includes supporting TUI’s CUSS/kiosk go-live at Amsterdam Schiphol and deployment readiness for Ink Touch DRS at JFK.

Experience

Work history, roles, and key accomplishments

Current

Duty Manager - Europe

Current

Ink Innovation

Jul 2023 - Present (3 years 4 months)

Lead daily operational delivery across European customers in a 24/7 aviation technology environment, ensuring responsiveness, service quality and customer satisfaction. Manage key customer operations, escalations, and team coordination.

Operations Management Customer Success Incident Management Team Coordination Jira Confluence Microsoft Office Ink Platform Departure Control Systems (DCS)CUSS DRS QTL TURN APIs App

Operations Specialist

Ink Innovation

Jul 2022 - Jul 2023 (1 year)

Provided second-line operational and technical support for Ink airport technology solutions, handling complex incidents, ticket triage and root cause investigation. Supported deployments, UAT coordination, customer training, and documentation.

Technical Support Incident Management Root Cause Analysis UAT coordination Customer Training Documentation Jira Confluence

Support Agent

Ink Innovation

Oct 2021 - Jul 2022 (9 months)

Delivered first-line support for customer incidents, ticket management, initial troubleshooting and customer communication. Built a strong foundation in Ink products, airline operations, DCS/check-in processes and SLA-driven support practices.

Customer Support Ticket Management Troubleshooting SLA DCS Check In Processes