Georgios Marmaridis

Experience

• 

  Hellenic Telecommunications Organisation

  Apr 2010 - Oct 2010

  Internship Placement,Customer Technical Support Dpt,Trainee Engineer

  -Manage and recording of networks errors in the fault reporting center with the use of Information System C.R.M (Trouble-ticketing) of Oracle.-Provide technical support to the customer access network. And assist in testing, implementation & troubleshooting on corporate networks PSTN, ISDN, ADSL lines.-Participation in external synergy with purpose to troubleshooting & fix networks errors at the demarcation point, in the service area interface, in the nearest Point Of Presence or at the central office of the provider for PSTN,ISDN and ADSL corporate lines.-Administer, maintain and replacing customer network equipment to ensure high availability and high performance of the network.-Maintain and update technical support document, reports and organization policy. Show less

• 

  Hellenic Telecommunications Organisation

  Aug 2013 - Jan 2017

  Field Technical Support Engineer

  -Installation, maintenance as well as measurements and testing of PSTN, ISDN, xDSL, Leased lines and LLU.-Responsible for the ISP's PoP and Backbone Network maintenance and routine technical tasks.-Handheld testing sets for xDSL, Data network and Triple Play services.-Maintenance, testing, monitoring and analysis of copper, fiber and wireless.

• 

  SITA

  Feb 2017 - Mar 2024

  -Act as the customer SPOC, co-ordinate the scheduling of intervention with Customer and internal resolver groups.-Carry out incident and problem management support. -Ensure shortest restoral times by initiating timely escalations to resolver groups inside and outside SITA.-Responislbe for the correct functioning and maintenance of all internal/external systems and products.-Supervise staff and ensure adequate training and development is provided to them.-Provide guidance, support and direct management to Service Operations Team.-Manage all local suppliers in the provision of services for the SITA Service Operations centers. Show less -Act as the customer SPOC, co-ordinate the scheduling of intervention with Customer and internal resolver groups.-Carry out incident and problem management support. -Ensure shortest restoral times by initiating timely escalations to resolver groups inside and outside SITA.-Responsible for the correct functioning and maintenance of all internal/external systems and products.-Supervise staff and ensure adequate training and development is provided to them.-Provide guidance, support and direct management to Service Operations Team.-Manage all local suppliers in the provision of services for the SITA Service Operations centers. Show less

  • Team Leader Service Operations Engineer at SITA

    Apr 2022 - Mar 2024

  • Team Leader Service Operations Associate Engineer at SITA

    Feb 2017 - Apr 2022
• 

  XM

  Nov 2023 - now

  Incident & Problem Manager

  -SPOC for production incidents and service disruptions within the organization.-Conducting thorough investigations to determine the root cause of incidents.-Ensuring incidents are escalated appropriately and communicating with stakeholders.-Identifying recurring incidents and underlying problems through trend analysis and investigation.-Driving continuous improvement by reviewing the effectiveness of problem resolutions.-Monitoring the progress of problem & incident resolution activities and tracking their status until closure.-Responsible for establishing and executing ITIL Incident and Problem Management procedures within the organization. Show less