Mircea Bugã Email & Phone Number

Bucharest, Romania

Having grown the Tech Support team to 10+ Engineers spread across 2 continents, I have appointed a Tech Support Lead to assume responsibility of day to day operations while reporting into me. In addition I was tasked with evolving the current UAT team towards a Software Product Compliance structure. In this aspect, I have the UAT Lead report into me and together we are acting as a liaison between Product, Engineering and Operations departments with the end goal of delivering a great customer experience through high quality software products. Part of my new responsibilities include:* review Product Requirement Documents together with the Product team in order to make sure the specifications are in line with customer expectations and current feature usage;* review PRDs together with the Engineering department in order to evaluate the impact of the technical solution in the Business context of the discussed feature;* help the ENG team define End 2 End testing scenarios* recurrent communication of ETAs on Roadmap projects to all shareholders across the company* re-define UAT testing procedures and flows* review Product Requirement Documents together with the Product team in order to make sure the specifications are in line with customer expectations and current feature usage;* review PRDs together with the Engineering department in order to evaluate the impact of the technical solution in the Business context of the discussed feature;* help the ENG team define End 2 End testing scenarions* recurrent communication of ETAs on Roadmap projects to all shareholders acorss the company* re-define UAT testing procedures and flows

* Building a dedicated Support organization inside a newly formed Global Operations Center with both existing personnel and new hires* Developing the processes and tools required for the transition from localized support teams to a global support team* Managing the day to day activity of 7 skilled Tech Support engineers* Owning technical and business escalations, while reporting directly to the COO

Bucharest, Romania

I am leading a team of developers and QA engineers that provide Level 3 incident support to AdsWizz Solutions and Business teams. Together, we are facilitating the recovery of all production incidents with appropriate reporting and notification to stakeholders. Daily work takes place at the border between technical and business environments as I need to manage escalations entering the R&D department and own the resolution life-cycle.I am using my troubleshooting skills to a great extent, being able to quickly understand the type of problem described in a bug report, reproduce the issue, and provide the necessary information (replication setup, debug logs and traces, business requirements) to R&D in order for the bug to get fixed. Understanding and appreciating the business impact of software bugs allows me to correctly prioritize parallel resolution processes. Managing postmortems for critical escalations involves creating Root Cause Analysis documents, holding meetings with Support organizations or Executive Management teams meaning that ultimately I need to switch focus, language, and context on a continual basis as I deal with different stakeholders.I am providing training and technical leadership while also acting as a mentor, motivating the team.

I've added additional skills to my portfolio and started supporting large customers using latest generation switching equipment from Juniper.

Day to day work activity involves resolving high priority cases and working those cases through resolution. I work with the customer via a remote session or request details of the customer network problem and network design. When applicable, I need to recreate the customer problem in the lab or verify the issue to be known in our problem database. The lab reproduction scenario is used by the Juniper Development team to investigate and find potential fixes/workarounds, and most of the times I am asked to test/confirm these myself.Most cases that enter the EMEA JTAC team are escalations and require account and people management skills. Some cases require support to the Juniper Account team (Sales team) where I have to add both technical and non-technical details to the escalation and work out the next steps of the action plan. Timely case follow-up and good case management is needed to keep all parties updated all the time.The relationship with the Primary Support Team is very strong as I need to guide them towards case resolution or appropriate escalation procedures. I am also exposed to travel visits to customers in EMEA.

Master, Networks And Services Management

Bachelor, Engineering, Electronics And Telecommunications - Telecommunications Networks And Software

Involvement in the RIWCoS (Reconfigurable Interoperability of Wireless Communications Systems) project, sponsored by NATO's Public.

Bachelor, Economics And International Business