Mihai Benga Email and Phone Number

- Delivery Planning, Tracking, Performance and Service Level Agreement (SLA) Management- Problem Solving and Escalation Handling- Finance and Accounting, Cost and Budget Management- Team Assignment and Leading including Forecast, Estimation and Planning- Process Compliance and Improvement- People Management, Recruiting, Competency and Skill Management

The scope of the project was to transition the support services in to live environment for the new leasing application of a German car manufacturer.I was responsible for the transition planning, executing, monitoring, controlling and closing.The following activities were in my responsibilities:- transition Planning- define critical deliverables- definition of the milestones - communication and escalation plan- resources Onboarding- transition Reporting (SLA, KPI)

Leading a team of support engineers in offering technical support on banking applications for a world Automotive Company in Germany• Problem , Request, Incident and Change, compliance, contingency and release management • Provide Service Management weekly meetings and presentations regarding Major Incidents, and improvement plans for the team• assure good communication in order to plan and execute the Planned Changes in a correct way and at exactly the agreed time.• Coordinating the analysis, design, development, implementation and testing of new features/projects within implementation team• Build trusted client relationships through proactive account management and effective project delivery• Provide guidance and identify development opportunities for the team, establish and maintain technical credibility with the customers• Support and develop team members through one-on-one meetings, development plans, coaching and regular team meetings• Make recommendations for decisions on assigned employee hires, promotions, action plans, and similar actions• Effectively communicate with stakeholders for managing expectations or alignments• Leading by example and empowering people within the guild to take action and ownership on different topics• Event planning within the guild and in the centre

Providing support services for the Microsoft Azure Cloud applications of a worldwide leading Automotive company in Germany.Transition Phase:6 months part of the transition Team in Braunschweig - knowledge transfer from previous supplier (second level support for Banking Applications) :- Reverse Shadowing- Knowledge Base - Service Handbook- Trainee for new IBM EmployeesDaily Task : - Analyzing customer developed programs, batch files, job control scripts, file deliveries and database content by using mainframe and 3rd party tools- Batch processing on dedicated operation systems- Tools and data access methods on dedicated host platforms- Online Processing by CICS TS/zOS, DB2/UDB SQL and Utilities- SLA checkpoints (e.g. server response times, downtimes, process availability, etc.)- Interfaces (e.g. log files, scripts, file transfers etc.)- Databases (e.g. central DB processes, error writing processes, table spaces, load and performance characteristics etc.)- Definition and Performing daily health checks (e.g. daily data imports, file transfers and provisioning on dedicated servers, etc.)- Provide support in all deployment and administration related activities;- Participate in the production and maintenance of the infrastructure requirements for the new IT projects and the major releases of the existing IT systems and applications;- Provide basics tasks of 3rd level support including debugging, test cases;- Responsible for incident, problem, change, release, configuration management, technical support;

Providing remote technical software support to clients- Providing L1.5 support for VIP users- Deliver Technical/Non-Technical training for new hires- Follow-up and closure of the aged/rejected tickets- Creating and updating Standard Operating Procedures- Interacting with client functions consistently until problem solution

- Headhunting and Team Creation- Representation of the organization in its internal and external relations by establishing contacts with all steakholders of the German speakers in Romania- Management and coordination of all activities.- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort- Provide the team with a vision of the project objectives- Motivate and inspire team members