Marcos Ramos Email & Phone Number

Lisbon, Pt

Lisboa, Portugal

I divide my role at NOS into two main areas, where I lead different teams: Operational Transformation and Network & Service Operations.End-to-End Technical Troubleshooting - Operational Transformation | Team ManagerResponsible for the end-to-end operational transformation program for NOS technical troubleshooting, covering IVR, NOS App, Solvatio troubleshooting platform, customer support model, and field force scheduling for both maintenance and service installations.• Leading a multidisciplinary team of data analysts, technical specialists, and process specialists (6px)• Analyzing opportunities for improvement in existing troubleshooting processes and technologies• Developing business cases to assess feasibility and design new solutions• Creating analytical models to evaluate service quality• Leveraging machine learning to optimize Next Best Actions (NBAs)• Utilizing AI to enhance the detection and resolution of customer issuesOperations Management and Continuous Improvement - Network & Service Operations | Team ManagerLeads a team of data analysts and process managers (6 px) focused on network operations management, enhancing the efficacy and efficiency of key operational models and tools, while capturing business needs, designing solutions aligned with enterprise architecture, and recommending improvements for business and process optimization.•Operational Model: Defines the area’s operating framework by seamlessly integrating processes and technology.• SmartOperations Framework: Develops a framework with core indicators to drive performance and efficiency.• MasterDB: Maintains a central database to support all automation processes.This role involves close collaboration with business representatives, stakeholder value managers, and process owners to ensure continuous improvement and alignment with strategic goals.

Lisboa, Portugal

Automated Technical Troubleshooting - Team ManagerThe platform that revolutionizes the diagnosis and resolution of technical faults, providing an omnichannel approach and introducing differentiating topics such as pre-diagnosis before reaching an operator and resolution automation for a relevant percentage of situations, through the IVR or channels NOS digital.• Development• Ongoing• Monitoring• ReportingOperations Management and Continuous Improvement - Team Manager• Understand and capture business functions needs, with a solution design that keep the alignment with enterprise Architecture, recommendations as per the business and process. (Digitalization and Automation)• Accountable for hands-on cooperation with business representatives, stakeholder value managers and process owners.Technical and Operational Processes Stream Manager in mobile MORAN network shared projet. [RAN (2G,3G, 4G, 5G) | Transmission | Infrastructure] - Stream Manager• Technical & Operational Processes

Lisboa E Região, Portugal

Responsible for the operations management team at NOS technical area. • Understand and capture business functions needs, with a solution design that keep the alignment with enterprise Architecture, recommendations as per the business and process. • Accountable for hands-on cooperation with business representatives, stakeholder value managers and process owners.Definition of processes (ITIL | ETOM), aligned with BCM and converging in different realities.Definition of requirements aligning processes with BMC Remedy tool, in the components of:• Processes: CMDB | Incident Management | Change Management | Problem management | Request Fulfilment | Contract management;• API;• Reports ( PowerBI | Network Analytics | Superset | Hive | Presto);• Integrations Machine2Machine.Framework 4.0 (microservices based) that aims to automate processes, offering autonomy to teams and promote the collaborative model between them.• Process Management | CMDB (Graph DB) | Impact Management.Fault Management project migration in the component of:• Topology;• Network alarm correlation rules with topology;• Impact management (geographic, service and network layers).Consultant in the definition of technical screening processes between the technical area with customer service, installation and maintenance and corporate areas, using:• Analytics (Big Data)• Predictive models • APIsParticipation in the CMT (Crisis Mgt Team) for COVID19. (C Level)Product Owner Leader who understands the complexities of large-scale solution development and applies Scrum principles and practices to address them.

Lisboa E Região, Portugal

Deployment of a CMDB based on Service's impact and inventory architecture (over than 8 000 000 CI and 16 000 000 relationships).SIM (Service Impact Management)Management of scope extension (adding new technologies in the CMDB), design of inventory model for newcomer technologies.Configuration Manager for Integration of new CI's and additions of new attributes.Responsible of workflow for the integration of the CMDB update in the automated deployment.Validation of the Atrium Core CMDB – ITSM.Workshops with stakeholders to collect their functional needs and requirements propose and design solutions.Redaction of scenarios for production platform upgrade in order to minimize risk and unavailability.

Oeiras

Consultant in several IT projects in retail, public sector and Telecommunications industries applying the waterfall methodology.Executed activities related to end-to-end project management, including project plans and estimates, scoping and requirements through implementation and deployment. Involved in various business opportunities even performed preparation of business proposals.Proactively monitor, manage and report on execution of deliverable. Participated in cross cultural experiences having worked in Portugal and Angola in Telecommunications industry. Performed active role in the project planning and management, team management and coordination, technical architecture definition, requirements gathering, technical and functional analysis, implementation, testing and system deployment. - Responsible for partnership (Advanced Level) with IBM (EMEA).- 2015 IBM Systems Middleware Technical Academy 20-24th April, Port Aventura, Barcelona - ITIL® Foundation Certificate in IT Service Management

Oeiras

Lisbon, Portugal

Commercial proposals (10 / month), responsible for liaising between the offices of Lisbon and Maputo.Management of multidisciplinary teams in the execution of construction projects worth € 3M.Execution of engineering specialties project.Single point of contact between the organization, customers and suppliers.

Leadershift Lab 2

Programa lideranças NOS SGPS

Leadership In Digital Transformation

Programa Geral De Gestão (Pgg)

Faast - Forward The Advanced Analytics Smart Transformartion, Analytics

Leadership | Integrate Successful Teams

Master In Information Systems And Technologies Management, Management Information Systems, General

The Master Program in Information Management, with a specialization in Information Systems and Technologies Management, is aimed at those.

Engineer'S Degree, Civil Engineer

It Technicians, Information Technology

Main Responsibilities: - Techniques of Programming Languages ​​- I / II / III - Operating Systems and Computer Application - I / II / III.