Silviu M

Experience

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  GoCar Tours

  Jun 2013 - Sept 2013

  Customer Service Associate
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  Tess Conex Industrie

  Jul 2014 - Sept 2014

  Intern
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  Capgemini

  Oct 2015 - Dec 2016

  Customer Service Agent
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  SCC SERVICES ROMANIA

  Dec 2016 - May 2018

  Major Incident Manager

  A major incident is mid-way between a normal incident and a disaster recovery situation; it is about Case Management, abandoning the normal process and having to adapt to the requirements of the issue at hand. Responsibilities:• Triage Incidents and validate priority based on impact and urgency;• Manage official communications sent out to key stakeholders;• Act as single point of contact for the customer during a Major Incident.• Ensure timely resolution of critical Events;• Compile concise reports based on the actions taken on the Incident;• Facilitate communication between separate support groups;• Assess the impact of monitoring Events and declare Major Incidents if required; Show less

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  Atos

  May 2018 - Dec 2021

  I was the Service Delivery Manager for two subsidiaries of a particularly large Atos client. I was representing my client's interests when interacting with the Atos teams as well as when interacting with the client's central management entity.● Maintained the SLAs to the pre-covid levels while working with limited technical resources;● Automated the weekly and monthly Service Reviews through a combination of ServiceNow dashboards and automated excel reporting using VBA which allowed more time for qualitative reviews for particular cases;● Drastically decreased the backlog of Problem Records by training the technical teams on the process, directly coordinating the teams and using real time reporting to identify records that are not progressing at a rate that would allow for the SLA to be fulfilled;● Leveraged the relationships with the client's central management from the previous role to push for reducing the number of false positive major incidents while establishing procedures for the recurrent issues. This enabled involving the relevant resources without requiring a triage from the Major Incident Management team. Show less I was responsible for the service quality and availability for one of the largest companies in the aerospace industry. I was overseeing the work done by multiple cross functional teams facilitating their work by helping with obtaining missing information, guidance for aligning to the various processes and prioritization of tasks in accordance with my Client's needs.● Significantly reduced the backlog of Problem Records and obtained the root cause of some of the oldest stagnant records;● Designed reporting to identify servers that were either lacking Flexera agent or where the agent was not responsive and reduced the number of servers in this state by almost half;● Clarified the state of the client's subsidiaries and chain of command within the client's structure;● Provided trainings to the technical teams in the ITIL processes to improve ticket management; Show less - Responsible with migrating multiple accounts to Ro from an IM process perspective. - Manage High Priority incidents through their life cycle. - Manage official communications sent out to key stakeholders; - Ensure timely resolution of critical events; - Align resources to facilitate the implementation of emergency changes required to restore services; - Responsible to act as an escalation point to expedite incident resolution; - Liaising with Technical Experts and delivery teams to ensure swift resolution of incidents within SLA targets; - Diagnosing and prioritizing incidents, investigating their causes and finding resolutions alongside technical teams; - 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; Show less

  • Service Delivery Manager

    Jan 2021 - Dec 2021

  • IT Service Manager

    Aug 2019 - Jan 2021

  • Process Manager - Incident Management

    May 2018 - Aug 2019
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  PwC

  Feb 2022 - now

  Service Manager - Global Tax applications

  As a member of the PwC Global Tax Service Management team I am responsible for overseeing and ensuring the delivery, maintenance, and support of the Global tax applications.● Designed the support model for external services and aligned it to the PwC Global requirements while assessing the minimum resource requirements to maintain costs low;● Created several ServiceNow & PowerBI dashboards to provide a good view of Incidents, Changes and service requests, their status and the SLA metrics;● Performed costs assessments for projects and on-boarding new applications and defined the budget requirements;● Drafted project plans for migrating existing applications to cloud while maintaining the project costs within the yearly budget;● Used tools such as DataDog to create dashboards to oversee the status of kubernetes based global tax applications;● Worked with the security, development and operations teams to align the applications to the internal standards and mitigate any findings resulting from the various security checks;● Designed the Service Review process to offer support process insights to the Product Team. Show less