As a Service Manager in Cognizant Netcentric, I am the main contact for client escalations, I make sure the Operations and Support part of the project runs smoothly, the SLAs and KPIs are met, the teams are delivering according to their accountabilities and the projects needs while the attitude is positive. Among the main accountabilities I can mention: - focused on Continuous Service Improvement, working together with the Team Leads to proactively identify flaws(technical, process related, people related) that can be mitigated in order for the Delivery to run smoothly and to keep the customer satisfaction at the highest levels.- actively involved in several Operations processes on a day to day basis: * Event Management(being 24/7 available for the technical teams in order to resolve, mitigate or close alerts received during BH and ooBH)* Incident Management (making sure to be on top of the tickets that our organization has in the queue)* Change Management (assessing and proposing for changes on the delivery platform)* Problem Management (contributing to the delivery of the RCAs to the client, presenting next actions, proactively identifying patterns and problems)- holding weekly and monthly (and daily, in critical cases) meetings and calls with the customer and their stakeholders in order to have a better overview on our service, discuss next actions, difficult incidents and perform retros on major issues that we encountered lately. - keeping a close eye on the team's satisfaction; making sure our teams believe in what they do and we all strive for the common goal. I do this by having weekly and daily alignments with them, always being present in critical situations, infusing the "we" instead of "I" in our day to day work.- focused on staffing the right people on the right projects (at company level), having an overview on all the projects Cognizant Netcentric has in the portfolio.

I was the first support engineer hired in the Bucharest office and, in time, we managed to put together a very strong Support Community here, covering multiple projects by adding the highest value possible for our clients.I started with offering 24/7 Support based on the ITIL Practices, covering Event and Incident Management: -Being actively involved in Change Management - part of the CAB and change evaluation and implementation. -Being actively involved in Problem Management, contributing to delivering the RCAs to the client. On a technical side, I am responsible of identifying major issues (and triaging) on the live site and also performing the necessary troubleshooting steps in order to be able to provide the fastest and the best workaround, if not the final solution, to the client. All the sites gravitate around Adobe Marketing Cloud (AEM) and while troubleshooting, as an Application Support Engineer, I use all the knowledge I internally gathered on AEM as well as HTTP, interpreting HTML and JavaScript (being able to escalate to 3rd level well documented incidents), basic to advanced Linux knowledge. The support I offer is very much focused on customer satisfaction and I always strived to deliver the best answers in the shortest period of time, maintaining the KPIs green and keeping the standards high.

Responsible for maintaining, monitoring and evolving a certain customer’s production environment in the Amazon Web Services;Ensuring that operations delivery is fulfilling the contracted Service Level Agreement; Main driver of Incident Management;Detection of platform issues at earliest possible stage;Take ownership of technical issues and work closely with the Solution Architects in order to resolve more complicated issues;Resolve escalated customer complaints without the need for management intervention;Document troubleshooting and problem resolution steps;Knowledge transfer for the Front Office team;Verify proposed updates and changes in staging environment;Participate in CAB meetings in order to asses, propose, execute different changes in Production environment;24x7 Call-out responsibility.

Ensure and make the best effort in order for the SLA to be achieved on all gates;Manual collection of the meters over the automatic process;Handling technical escalations from the front office team;Delivery of the requested reports in different situations;Identifying the events regarding the meters, the platform, the tools and raising the problem with the appropriate 3rd parties;Remote troubleshooting;Raising cases following the troubleshooting process;Meter installations handling - full software installation and direct support for the field engineers (Sweden).Main responsibility:I was the single point of contact regarding the trial operations (3-5 months) after the Norrköping area on boarding. The area contained over 70k gas, electric and heat meters for which different challenges were raised by the customer.During the trial operations period, I coordinated the team of 10 members for finding the best resolutions for all the requests and the incidents received.Knowledge transfer trips:I was part of the Norrköping on boarding team participating in shadow operations and a trip to Jönköping, Sweden for 5 days in order to get familiar with the new platform, new devices and new tools. The main scope of the trip was getting to understand the new challenges that we were about to face and offer the proper training for the team, in Romania.I spent 2 weeks in Bangalore, India in order to offer training for the Life Cycle Management team that would have to act as a 3rd Line Support for us, the team from Romania.I was able to explain the solution to the smallest details thanks to my great communication and understanding skills and put the basis of a great collaboration during Service Operations Center and LCM.

Network surveillance Monitoring Troubleshooting Fault acknowledgement and fault analysis for Provisioning systems for telecom operatorsWorking with the application for trouble ticket management Maintaining the service delivery level within the agreed SLAs Solving standard problems in the BSS area based on the existing proceduresInterpreting and understanding technical information and preparing technical documentation Interacting with other Technicians, customer technical staff and other groups within Service Delivery organization

Projecting and Consulting activities regarding Road Traffic Management and Information SystemsTesting activities for Road Traffic Scanner using Bluetooth TechnologyWeb Platform MonitoringBash programming