Jan 2024 – Apr 2024 · 3 mos

Jul 2022 – Jan 2024 · 1 yr 6 mos

• Act as the major incident manager, ensuring the quality of service and swift resolution during critical incidents.
• Lead reviews for incidents, requests, changes, and problem management to enhance operational efficiency.
• Update CMDB and create dashboards in ServiceNow and other ticketing platforms for efficient service management.
• Coordinate, monitor, and continuously improve services to meet and exceed customer expectations
• Promote ongoing improvement, innovating for enhanced service delivery efficiency to exceed customer expectations.
• Lead and motivate cross-functional teams
• Maintain clear and ongoing communication channels between industry-specific and horizontal operations teams
• Lead budget planning aligned with evolving project execution needs, ensuring client-centric financial alignment.
• Optimize project execution processes using industry best practices, emphasizing meeting client expectations.
• Manage project timelines, resources, and budgets proactively for effective coordination and heightened customer satisfaction.
• Provide adaptive leadership for successful project execution, focusing on quality deliverables and ongoing client satisfaction
• Collaborate with clients for an ongoing understanding of evolving needs, providing innovative solutions aligned with their objectives.
• Contribute to ongoing solution design processes, leveraging industry expertise for enhancements that meet and exceed customer expectations.
• Drive ongoing innovation within project scopes, fostering a culture of creativity and adaptability.
• Maintain real-time transparent reporting structures, keeping stakeholders informed about ongoing -project financials and compliance for customer satisfaction.
• Conduct comprehensive ongoing reviews with leadership, ensuring ongoing alignment with organizational goals.
• Continuously monitor and optimize KPI, including Account Margin, Cost Competitiveness KPIs, Employee Satisfaction, Customer Satisfaction, SLA compliance

Nov 2021 – Jul 2022 · 8 mos

• Responsible for profitability and customer satisfaction on their projects
• Active Cost Management and productivity improvement (cost optimization) of overall managed resources and/or platforms through innovation to deliver on Atos financial commitments;
• Drive end-to-end project execution by orchestrating delivery between Industry and horizontal Operations teams, in line with Atos delivery standards, defined budget and planning;
• Understand and challenge clients’ business needs to find innovative solutions adapted to client’s level of maturity and support Solution Design for up / cross-selling;
• Partner with Industry and horizontal Operations teams to ensure up to date internal Industry and Horizontal knowledge in the resources and source relevant capabilities depending on client solution specificities (staffing) in line with budget and service requirements;
• Represent the customer in case of escalation;
• Management bridge coordination in Major Incident Management ;
• Establish and foster a Continuous Service Improvement culture;
• Manage risk & issues and support contract/project monitoring (Rainbow Delivery);
• Ensure Service Management Model and IT Control Framework compliancy;
• Ensure proper focus by the delivery team on Compliance & Security;
• Ensure continuous GDPR compliance with Company- maintained systems containing client personal data;
• Active involvement and review in Handover to Operations for new/changed services;
• Actively lead the Daily Service Reviews with key operational staff, driving accountability, action and prevention;
• Direct reporting line to the CDE / GCDE or RBU Head of Industry Operations and indirect reporting line to the CP/CM;
• Direct reporting from Industry Operations team and indirect reporting from horizontal Operations team;
• Business KPIs Account Margin, Cost competitiveness KPIs, Employee Satisfaction, Customer Satisfaction, SLA, Order entry upsell

Jul 2017 – Nov 2021 · 4 yrs 4 mos · Timișoara

• Drive the project business improvement,
• Responsible for the final customer satisfaction,
• Responsible for the KPI quality and efficiency of the remote delivery project,
• Responsible for the resource management of remote delivery project.
• Providing encouragement to team members, including communicating team goals
• and identifying areas for new training or skill checks
• Assisting management with hiring processes and new team member training
• Answering team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
• Conducting team meetings to update members on best practices and continuing expectations
• Providing quality customer service, including interacting with customers, answering
• customer inquiries, and effectively handling customer complaints
• Manage changes and customer change request in project scope schedule project buget and settlement.
• Continuous improvement activities,
• Perform risk management to minimize project risks.
• Responsible for all projects external audits
• Execute activities related to the transport technology (SDH/DWDM)planing process.
• Optical (SDH/PDH/DWDM/ATM) planing procedures.
• Investigate isolate and drive problems reported by customer to a closure.
• Product Knowledge SDH /DWDM Huawei /SDH Nokia/ Lucent Alcatel/Siemens/Marconi.
• Creating new transmission SDH DWDM in Cramer 6
• Cramer 10, Remedy and Gk tool with specific terms and SLA
• Making upgrades / changes of the circuits depends of the customer needs and request
• Cleansing of documentation errors in alignment with customer.
• Quality check for all customer connection requests processed by the team.

Oct 2016 – Jul 2017 · 9 mos · Timișoara

• Prepare customer statements, bills and invoices, and reconcile expenses to the general ledger
• Prepare monthly receivable statements
• Make copies of all checks, complete deposit slips and make bank deposits
• Provide backup support to other groups in the accounting department type periodic reports and perform other general administrative duties
• Calculate and post receipt to general ledger accounts and verify details of transactions such as funds received and total account balances
• Compile and sort documents prepare and post invoices and credit and debit memos
• Work with collections personnel to verify of delinquent accounts and solicit payment on overdue accounts
• Rely on instructions and pre-established guidelines to perform the function of the job

Jan 2015 – Nov 2017 · 2 yrs 10 mos · Timis County, Romania

• Design and development of technical documentation for components
• testing MR preliminary experimental measurements bench and bench pumps
• Participation in the development of publications
• Presentation of results in scientific publication's