Sergiu Morar Email and Phone Number

• Leading a virtual team of Problem Managers located globally as well as locally in Poland: providing feedback and support in daily tasks, escalation point, motivating and inspiring team members, encouraging creativity, risk-taking, and constant improvement, facilitating problem solving, creating an environment oriented to trust and open communication, developing a strategy the Team use to reach their goal.• Implementation of the process and key controls including communication and training to ensure employees work in alignment with the Global process.• Ensuring that execution of the defined process standard (and additional local elements) is adhered to in daily business according to agreed Global KPIs, SLAs, budget and quality standards.• Coordination of the process across resources (Account Service Team, Customer Operations).• Coordinating the supply of accurate KPI and operational information from as required supporting the global process. • Identifying opportunities to introduce process automation.• Structuring of the process team within the account.• Test the process and monitor process performance.• Measure and report process adherence.• Plan and prepare for certification audits.

Creating proactive and reactive RCA (Root Cause Analysis) documents and publishing to the Customer and all stakeholders (account service teams)  Managing Problem Management activities and Problem Records  Chairing Problem meetings and hosting conference calls with stakeholders (Technicians, Project Managers, Service Managers)  Daily cooperation with Problem Management Process Owner, Service Delivery Managers and Global Operations Manager  Preparing reports: reporting of process status and progress to peers, Executives and Customer  Executing Problem Management process tasks in adherence with global and local requirements  Managing Problem Management process activities across the global factory and with external suppliers to agreed global and local SLAs  Escalating risks and issues to the Problem Management Regional Process Owner  Creating expedited RCAs for Senior Management and Customer  Problem Management’s representative in calls / meetings  Continual Service Improvement creation  Maintaining Account procedures (process; tools)  Reporting to Global (Severity 1 RCAs)  Participating and providing Problem process input to Change Advisory Boards (CABs)  Preparing, reviewing and publishing Post Change Implementation Reviews  Risk Management related activities: identifying and assessing Service Risks, preparing Risk Acceptance Letters  Managing RCA actions and their escalation  Creating Work Instructions and Process Documentation for Problem Management

Problem Management:  Ensuring that Problem Records are correctly logged.  Planning operational work related to Problem Management (e.g. assigning technical experts to one subject).  Facilitating Problem Management meetings.  Triggering escalation and initiating Hierarchical Escalation.  Providing input into KPI Reporting.  Driving the creation of an RCA.  Following up of RCA and Problem Closure Review activities together with Service Delivery, Manager and Tower Service Manager, i.e. Corrective Actions driving.  Collaborating with Change Manager in case of change related (major) incidents  Liaising with technical team managers/experts to ensure Problem Records / actions are created and resolved within their targets.  Liaising with the Account Service Team to ensure that appropriate information is communicated to the Customer.  Ensuring that trend analysis of incidents is performed and proactive Problem Management executed including creation of Problem Records / actions.  Problem process trainer for newcomers and delivery teams. Incident Management:  Monitoring incident status, SLA achievement and Incident Management KPI achievements.  Ensuring proper incident prioritization, assignment and follow-up for status update.  Capturing time triggered alerts and ensure timely status updates and resolution of incidents.  Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution and contractual fulfillment.  Ensuring that Incident Management KPIs are reported and their targets met.  Overall responsibility and accountability of the execution of the Incident Management Process.  Incident process trainer for newcomers and delivery teams.

Proactive monitoring and control of the interventions related to the swap of old equipment 2G/3G (vendors Ericson, Nortel, Nokia) with Alcatel equipment as per rollout plan. Coordinating the technicians on-site during intervention. Responding to any incident triggered in the stability check phase (2 weeks) after site was swapped including troubleshooting in the OMC. Ensuring the handover to the operations phase of the sites for witch the stability was tested (2 weeks alarm free). Providing training for new colleagues in the team and preparing them using knowledge transfer trackers for the operational readiness test to prove they are competent to work in „stand alone” mode. Performing Root Cause Analysis for related Problems.