Mihaela Vitanova

Experience

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  Standart (newspaper)

  Feb 2013 - Dec 2017

  Journalist at International Department

  - Report and write news stories for publication, describing the background and details of political, social and economic events of international importance;- Write columns, editorials, commentaries, or reviews that interpret events or offer opinions;- Gather information about events through research, interviews, experience, and attendance at political, news, sports, artistic, social, and other functions; - Research and analyze background information related to stories in order to be able to provide complete and accurate information;- Investigate breaking news developments such as disasters, crimes, and human interest stories;- Check reference materials such as books, news files, and public records in order to obtain relevant facts;- Revise work in order to meet editorial approval or to fit time or space requirements Show less

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  Hewlett-Packard

  Jun 2015 - Jul 2016

  Incident Lifecycle Coordinator with French

  - ensuring incidents reach resolution through the standard incident process;- reviewing documentation for new or changed procedures specific to the Incident Management process;- monitoring the case management queue(s) to ensure active work is done in a timely manner;- providing cross-team communication when multiple teams are involved in the resolution of the ticket.

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  DXC Technology

  Apr 2016 - Jun 2022

  • Leads and manages the Incident Management team part of the European Service Management organization of DXC Technology• Reviews the new contracts and supports the deals from pursuit, to transition and transformation, up to the delivery of services related to Incident Management, Problem Management and Critical Incident Management• Manages team financials, work force management and productivity targets, including administrative requests• Accountable for the implementation and execution of the global Incident Management standards within his/her team and supported deals to minimize potential negative impact upon IT service quality and increase the customer satisfaction• Accountable for reporting and analysis of the Incident Management regional metrics and for the overall Incident Management effectiveness within the team/region• As a result, support continuous improvement activities by means of analysis and follow up of class issues, driving proactive risk reduction• Monitor team Key Performance Indicators (KPIs) and performance reports (both operational and maturity) to ensure team and account contractual expectations are met• Participate in regular meetings and brainstorming sessions with the Service Management community where the obstacles for a proper process integration and interaction are being discussed• Builds governance models for process effectiveness and efficiency measurement Show less - Driving the efficiency and effectiveness of the incident management process- Producing management information, including KPIs and reports- Monitoring the effectiveness of incident management and establishing continuous process improvement cycles where the process performance, activities, roles and responsibilities are reviewed and enhanced where applicable- Driving, developing, managing and maintaining the major incident process and associated procedures- Reviewing and auditing the process- Ensuring that all IT teams follow the incident management process for every incident- Consulting On-boarding team and providing a feedback for new projects/on-boarded teams and procedures Show less

  • Incident Mgmt Team Manager

    Feb 2021 - Jun 2022

  • INCM Account Process & Portfolio Team Lead

    Mar 2018 - Feb 2021

  • INCM Account Process Lead

    Apr 2016 - Feb 2021
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  SAP

  Jun 2022 - now

  Cloud Operations Engineer