Curteanu Mihaela Email and Phone Number

-Responsible for the successful design and delivery of (one or more) product development projects within the Product & Platforms portfolio. Delivery projects can be: local service design programs, rollout of operating models and its transition to in-life of customer operations teams and also its rollout into markets and partner markets. -Responsibilities include: management of product processes; cross functional delivery, at local and central level; issue track and resolution. Also impact assessment and implementation of changes to the existing Operational Model for Sell, Build and Run processes with the engagement of all stakeholders and transition to the operational teams. The Service Delivery Manager also acts as the single point of contact and coordination for the operational transition of the business processes and reporting into Service Delivery and Readiness team and the Project team. The SDM will also work very closely with Product Owners, Developers, Testers with an Agile Scrum environment as well as interfacing with Operational stakeholders who are impacted by product feature developments.

Acting as an IT Project Manager and a single contact point in the projects, coordinating the specific activities, obtains, monitors and communicates the project budget, daily activities and reports on the status of the project to date. Following the provision of consultancy services necessary for the development of SW applications, being responsible for implementation by planning, assigning activities to the project team and ensuring that the teams involved create and make available IT services in accordance with the HW and SW architecture, the delivery of services and how to operate them and ensure that the "GO LIVE" message is transmitted.Manage internal and external customer relationship regarding Service Level Agreements or Operation Level agreements for Service Lines with respect to operational, contractual and service performance related issues. Support the Project Managers and Service Managers in defining and implementing individual Service Level Agreements for services where standard and optional services and service level are not applicable.Single point of contact between Demand Management and delivery units on all Service Catalogue and SLA framework issues.Accountable and responsible for the Service Catalogues and Service Level framework in alignment with architecture, service delivery and service operations.Accountable for the implementation of SLA parameter (KPIs) for all services in ticketing system and CMDB to enable service delivery, service operations and reporting to deliver their service according to the agreed service level.Assure agreed service quality appropriate to the business needs.Responsible for budgeting every change or add-on within the Service Catalogue.

Accountable for the delivery of Root Cause Analysis and problem resolution within given target duration.Ensures quality of Known Error record and the Knowledge Database.Responsible for the complete process adherence and handling of problems according to SLAs/OLA/WLAs track and communicate status of problem resolution efforts.Ensure SLA Fulfillment for all the PMs related activities.Drive and facilitate identification of permanent solutions to eliminate the causes or workarounds to minimize the impact of incidents that cannot be prevented.Ensures that Problem Management KPIs are reported and their targets met.Ensures that necessary reports are delivered.Request Post Implementation Reviews if necessary.Proactive in identification of possible problems before incidents occur; In order to achieve this, alarms, tickets, incident trend analysis can be performed.Develop and promote the effective functioning of problem management activities across all of GSC areas.Work closely and support Incident Management process activities.Responsible for acting as an escalation point to expedite problem resolution.Responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks.Ensures quality of Known Error record and the Knowledge Database.Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfillment and involves Supplier Management when necessary.Conducts Post Mortem Resolution Review of critical incidents and problems and supports the follow up of their activities together with Customer Operations Manager, Service Delivery Manager or MSIP Operations Assurance.Raise RFC for clearing known errors and solution is found and work closely with Change Management to ensure correct resolution for the raised changes.Monitoring the progress on the resolution of Known Errors and follow-up on the corrective actions implementations.

Company description: Ericsson is one of the largest Swedish companies and one of the important providers of telecommunication and data communication systems, and related services covering a range of technologies, especially mobile networks. Directly and through subsidiaries, it also has a major role in mobile devices and cable TV and IPTV systems. Operational and maintenance activities, troubleshooting on Ericsson MSC, MGW, HLR and SGSN, GGSN, HLR on several European Mobile Operators. Providing technical support for the operators contact centers by solving more than 80% of the issues/customers complain. Work in an international environment, with customers and suppliers CUSTOMERS: OMEA Virgin France, Jazztel Spain and Poste Italiane Technology: Ericsson FO Core Network Technician has to monitor Core network equipments (MSCs and MGWs nodes) Accountable to create a trouble ticket for any fault in the network and takes responsibility that WLA/SLA objectives that are meet. Abilities to troubleshoot on Nokia, Cisco equipments(MSC, MGW, HLR, VLR,STP, SGSN, GGSN) Knowledge of telecom protocols SS7 (SCCP, TUP, ISUP), TCP /IP Working with the application for trouble ticket management Follow-up on incidents registered but not solved, escalated to next level of support Produces documentation (Job aids) for common issues. Willing to learn and develop technical knowledge Expected to stay informed of current news, system information, changes and updates relevant to our user community Broad telecom and IT knowledge. Abilities to take initiatives and make decisions Work independently and within team to keep the competence and skills up to date Achievements : Troubleshooting and solving trouble tickets for the network equipments Maintaining core network infrastructure

Company activity field: JW Marriott Bucharest hotel, up-scale full service hotel, locatedin the Bucharest city center, next to Bucharest Parliament Palace, frequented by headsof state and royalty. Perfect for business activitiesas leisure, has 401 spacious and comfortable rooms with facilities for work as for relaxationmoments. Responsible for establishing and achieving office goals for agent productivity To help the Reservation Manager to train the reservations sales agents in all aspects of reservations operations to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and satisfaction ratings for guests and associates. Together with the Reservation Manager effectively organize workflow and allocate duties for self and reservation agents. Maintain effective office administrative procedures within the department Communicate to reservation sales agent's current sales strategy and promotional efforts. Monitor office staffing requirements and coordinates weekly schedule. Respond to inquiries relating to guest complaints via property and customer service. Assists the Reservation Manager in the preparation of monthly company productivity reports for the special corporate contracts. Strong communication skills with particular importance placed on training and development of staff Thorough understanding of transient and group market segments and the sales process for each Strong knowledge of GDS systems, MARSHA, property PMS, and the Microsoft Office software applications Knowledge of reports, OPERA system and other revenue management tools Demonstrate self-confidence, energy, and enthusiasm Understand how to manage a culturally diverse work environment Motivate and provide a work environment in which associates are productive Partner with and assist other departments to promote an environment of teamwork and achieve common goals.

 Achieving office goals for the department productivity Assuring a high accuracy in guest reservations and all reservations operations maximizing revenue opportunities and satisfaction ratings . Assisting all guests with needed information via email, fax , phone Be always up to date and informed regarding all in-house changes and events Be able to prioriize and multitasking Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures. Assist management in training, evaluating, motivating and coaching employees. Maintain confidentiality of proprietary materials and information. Responds to problems and enhancement requests in a timely manner. Actively listen and respond positively to customer’s questions, concerns and requests.