- Oversee daily delivery of product support services- Serve as the point of escalation for delivery-related issues- Manage incident and change processes across all areas, including applications, OS, and infrastructure- Collaborate with global delivery teams (app, database, shared infrastructure, and service center) to resolve issues efficiently- Lead and address chronic issues, root cause analyses (RCAs), and problem management- Participate in critical situation (Crit Sit) problem resolution and communication- Ensure customer-specific SOPs, policies, and procedures are developed, and that the extended support team is trained accordingly- Continuously work to improve overall customer satisfaction- Support audit and compliance initiatives- Assist the DPE in communications with CIOs and Project Executives on major escalations- Attend service review meetings to discuss performance, service improvements, quality, and processes- Participate in quarterly business reviews (QBRs) onsite with DPE and PE

- Roles covered: Incident and Problem Manager, Change Manager, Major Incident Manager, RCA Coordinator, and Project Manager- Manage and support IT service teams (Help Desk, End User, Server, Network, Middleware, Security, Cross-Functional) to review incidents, problems, and operational issues impacting customer business, driving remediation efforts and providing root cause analysis when needed- Provide regular service reports to the customer- Review change management requests and participate in the Change Advisory Board (CAB)- Evaluate services and performance against SLAs, OLAs, and KPIs- Serve as the single point of contact for all support needs related to the assigned customer environment- Ensure effective ownership, communication, coordination, and facilitation of support service activities between the customer, support teams, account teams, field service personnel, and third-party providers- Collaborate with the IBM Delivery Project Executive to review SLAs, project status, and document monthly accomplishments related to break/fix issues, IMACs, changes, SLAs, and customer satisfaction- Work with Solutions Architects to ensure customer business needs are met while maintaining cost efficiency- Contribute to GP targets for the client account and manage account costs according to the agreed plan- Assist the Project Executive in identifying business growth opportunities- Drive service improvements based on RCAs, trend analysis, and client feedback- Support proposal development for the account, including the qualification of new business opportunities- Assist the PE in managing contract changes and resolving service-related issues- Attend joint IBM/business/Project team meetings to align objectives and performance

- Led the OSS team in daily activities supporting various IBM customers- Acted as the primary point of contact for priority customer escalations, liaising with customer management- Provided Level 2 software/hardware support for laptops, desktops, and servers across EMEA customer sites, supporting 350+ end users- Managed onsite support services to ensure service level agreements (SLAs) were met or exceeded- Administered Windows 2003 data and print servers- Monitored network and remote servers for performance and issues

- Provided internal corporate support for over 200 PC users- Specialized in new computer setup and software distribution- Administered Windows 2003 data and print servers across EMEA company sites

- Deployed software appliances from the Bit Soft portfolio, including Micros and Fidelio- Conducted onsite user training for the aforementioned appliances- Provided 24/7 onsite support for the company's customers in western Romania