Alexandru Florian Chiriac Email and Phone Number

Program Management:- Data Privacy - Privacy bar raiser - Development of on demand data deletion products. - Cross Technology, Cross Organisation Data and analytics products for logistics.- Short term labor planning and process path data aggregation

Cloud Technology problem management

-Coordination of all Service Management processes to the customer or a cluster of customers across all involved delivery units-Accountable for end to end management of account processes to meet or exceed SLAs and KPIs. -Leading the team which is responsible for implementation, execution and improvement of account processes.-Process performance monitoring and Measurement -Represents and protects the interests of the Service Management Center in the Account Service Team -Contributing to account specific audits or other certifications.-Collaboration with the Regional Process Owners to drive standardization of processes on the accounts and ensuring an effective and efficient local delivery in line with overall offshore strategy on Service Management processes.

Overview:Leading and owning oversight of process improvement work and collaborating with cross functional teams on larger initiatives- Identify, document and implement (includes creating training material and imparting training for) process improvements - Tracking and resolving process breakdowns - Developing and maintaining formal process documentation including procedures and process flow diagrams- Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executivesProblem Management:- Coordinating and managing the Problem Management process activities across the global factory and with external suppliers to agreed global and local SLAs- Escalating risks and issues to the Problem Management Regional Process Owner- Creating the Monthly Problem reports and ensuring KPI achievement- Assisting the Problem Management Global and Regional Process Owner in identifying and planning for Problem Management process improvement projects- Ensuring the Problem Management is known and followed by the project delivery teamsAssists the Problem Management Global and Regional Process Owners in driving cross-account process standardization- Assisting the Problem Management Global and Regional Process Owners in standardization to enable offshore targets- Ensuring the Root Cause analysis reports are delivered within the agreed working days.Incident Management:- Coordinating and managing the Incident Management process activities to agreed global and local SLAs- Incident Management reporting (KPIs and customer SLAs)- Assisting the Incident Management Global and Regional Process Owner in identifying and planning for Incident Management process improvement projects- Driving implementation of standard execution of the Incident Management process

Incident Mnanagement- Establishing policies and procedures for the Incident Management Process- Offering concrete information, workarounds, updates to customers regarding any ongoing incidents- Ensuring a flawless incident lifecycle- Approve initial incident analysis results made by the support team- Approve results of corrective actions based upon predefined verification criteria of Incident and communication- Consult and participate in incident resolution identification- Chair bridge calls for effective coordination, incident resolution and service restoration- Communicate, inform or escalate to senior management any relevant ongoing incident.Problem Management:- Establishing the Process documentations KPIs and reports required.- Ensuring the acknowledgment of the process by the technical teams- Following the resolution of active problems- Setting up the Knowledge database and usage instructions.- Driving process improvement and alignment to the ITIL v3 guideline.

Accountable for offering remote support to the worldwide RPM labs and their clients in order to ensure the stabilization of core functions as well as the front line for incidents and tickets resolution.Resolve service requests within the established service levelsRaise and track incidents as they appear and escalate when neededEnsure that all media follows RPM tracking and security protocolsCreate and maintain department knowledge base and run booksPerform audits of current infrastructure, documentation and applicationsRemotely maintain hardware and troubleshoot issues for global locationsRun system tests in “user acceptance testing” in accordance with the test planTroubleshoot issues related to production systemsManage incidents end-to-end including facilitation of root cause analysisInterface with EA RPM costumers worldwideInterface with EA RPM Labs worldwidePerform other related tasks as necessaryEffectively communicate with all levels of the organization

Responsible in maintaining the local lab and offer support to the local teams as well as making sure all EA intellectual property created follows EA's IP security.Responsibilities-check inout media in accordance to current EA policies-ensure that all media created in the local lab follows current RPM security requirements-ensure that all media requested reaches to the testing teams in a timely manner-create and update department documentation & run books -resolve service requests for local teams-raise and track incidents as they appear and escalate them when needed-maintain local site hardware/software and troubleshoot issues

Testing mobile applications.- Analyzing the performance against the designer’s intentions, identifying problems, and suggesting improvements on live applications.- Cover all functions and potential user actions. - Daily/Weekly report creation for the maker of the software that rates it on important factors such as usability, functionality, design and field comparison. T