Monica Calangiu

Experience

• 

  CGS Romania

  Jan 2011 - Jun 2013

  Customer Service Representative
• 

  Stefanini

  Oct 2013 - Sept 2018

  - Coordination of the execution of the Major Incident process- Maintaining incident logs and processing incident reports for review with upper management- Monitoring the ticket queues and the quality concerns - Communicating with clients, service providers, and management- Providing coaching and feedback - Work closely with Problem Manager in identifying trends and potential events - Daily/weekly/monthly reports in accordance with the client’s and management’s requests Show less

  • Change Manager

    Jun 2017 - Sept 2018

  • Senior Incident Manager

    May 2016 - Sept 2018

  • Senior Helpdesk Technician

    Oct 2013 - Apr 2016
• 

  Oracle

  Sept 2018 - Aug 2020

  Senior Escalation Manager

  Handling multiple issues concomitantly for EMEA clients having critical IT issuesCoordination of technical teams while also prioritizing the problems facedOwner of the entire escalation process until resolutionTook over the triaging process, establishing criteria that has to be met in order for escalation to reach our team; created a template to retrieve necessary information at the beginning of escalation; allocating escalations to the rest of the team members

• 

  Infosys

  Aug 2020 - Feb 2023

  Incident, Problem, Change Manager
• 

  LSEG (London Stock Exchange Group)

  Feb 2023 - now

  Infrastructure Control and Audit