Robert Andrei Email & Phone Number

Prague, Czechia

Prague, Czechia

• Managing Service Management and Operations for the DevOps application stack, including Developer Portal, Agile Planning, and CI/CD tools.• Owning and optimizing the support model and process agreements between L2 and L3 support teams, ensuring alignment across teams.• Overseeing the external Supplier L2 support team, ensuring SLA compliance and high-quality service delivery.• Platform Engineering line manager, supporting team development and fostering a collaborative, high-performing environment.• Coordinating user support activities in partnership with Product Managers to align operational efforts with product goals and user needs.• Contributing to the product backlog by identifying operational requirements and areas for improvement from a daily operations perspective.• Driving OKR initiatives focused on improving user satisfaction and support.• Presenting the state of IT Operations to the Product Line Leadership team, providing actionable insights and status updates.• Leading support automation initiatives, streamlining processes to enhance efficiency and reduce manual interventions.• Continuous Service Improvements by identifying opportunities to enhance platform reliability and performance.• User experience champion, advocating for improvements in usability and responsiveness of services.• Promoting SRE and observability principles as a core member of the SRE Community of Practice.• Mentoring team members as part of the organization’s internal mentorship program, fostering skill development and knowledge sharing.

Prague, Czech Republic

• Managing the Delivery and Operations for Manufacturing IT systems and applications• Collaborating with business representatives and project teams during the onboarding of new applications to Application Management Services (support model, cost estimate, contract etc.) • Demand Management and coordination for small project work on supported applications • Quarterly and Yearly review of Application Management Services (AMS) contracts and deliverables with business owners • Functional responsibility for AMS at newly onboarded manufacturing sites across EMEA • People management responsibilities for site-based Application Managers and Contractors• Tracking supplier performance against Incident, Problem and Change Management processes • Monitoring managed services supplier deliverables against contractual SLAs • Acting SME for Incident and Problem Management processes• Point of Contact for the AMS Automation stream• ServiceNow Reporting SME

Prague, The Capital, Czech Republic

• Leading the EMEA based Major Incident Management team• Managing the professional and personal development of direct reports• Partnering with strategic stakeholders to understand and influence their needs and expectations• Driving alignment of Global IT Command Center with country and site leadership, infrastructure operations, application operations & IT engineering teams• Ensuring that the services provided by Global IT Command Center are consistent with other hubs and aligned to business expectations• Providing oversight for MSD Managed Services providers to ensure adherence to defined processes• Coordinating resolution activities, managing bridge resources and ensuring clear communication to stakeholders during Major IT Incidents• Analyzing incident and problem trends to identify and address outliers• Identifying and driving process improvement opportunities

Prague, The Capital, Czech Republic

• Coordinating resolution activities, managing bridge resources and ensuring clear communication to stakeholders during Major IT Incidents• Overseeing the Managed Services Provider to ensure all services are delivered with appropriate quality while ensuring adherence to defined processes• Providing meaningful input during problem investigations for Major Incidents, ensuring root cause identification & implementation of corrective and preventative actions• Driving alignment of Global IT Command Center with country and site leadership, infrastructure operations, application operations & IT engineering teams• Driving continuous process improvements and implementing change using project management and Six Sigma methodologies• Analyzing incident data and preparing monthly and ad-hoc reports for Senior and Executive management• Analyzing incident trends to identify improvement opportunities and reduce reoccurrence• Providing guidance and training for new Command Center team members and partners• Managing and driving Complex Problems investigations

Iasi County, Romania

• Managed 2 support teams and up to 30 direct reports• Responsible for Service Operations and Delivery• Planning capacity based on volume vs. headcount for project based activities• Driving change and managing improvement projects using Lean Management methodologies• Managing stakeholder communication across multiple lines of business on operational milestones, process changes and escalations• Generating and analyzing weekly/monthly/quarterly reports for Senior management• Transition management for task on-boarded/off-boarded• Setting and monitoring key performance indicators• Performance management for direct reports, ensuring they are on track with their development plan

Iasi County, Romania

• Managed the Time Warner IT Service Desk performance, ensuring overall delivery of service in line with Service Level Agreements, recommended and implemented action plans as appropriate to address any degradation of service• Process owner for Service Desk Incident Management• Provided a first point of escalation for the team in respect of Service/Delivery issues• Assisted the next level managers in the planning and implementation of changes to the service, including increase and/or decrease in workload• Analyzed and addressed any issue raised by customer following the Customer Satisfaction Surveys aiming to improve customer experience• Built and maintained strong working relationships with key IT contacts• Communicated lessons learned with peers, seeking to improve and optimize the Service • Designed and updated the internal Service Desk processes to make them leaner and more efficient• Set key performance indicators for the team• Performance and quality monitoring for the entire team, ensuring continuous improvement • Created individual personal development plans for 20+ direct reports (Backoffice and 1st line agents) and set up follow-up meetings to track progress

Iasi County, Romania

Iasi County, Romania

Iasi County, Romania

Master, Marketing And Business Communication

Activities and Societies: Brand Management Projects, Brand Advertising Projects, Personal Development Trainings, PR

Bachelor, Management

Activities and Societies: Quality Management Projects, Product Development Projects, Company Management SimulationsBachelor Thesis.