Andrei Borceanu

Experience

• 

  Alcatel-Lucent

  Dec 2010 - Oct 2015

  ● Incident Managemento Drive live critical / major / complex incident resolutiono Maintain ownership of all critical/major/complex incidentso Keep the troubleshooting plan progressing and ensure that FO personnel is focused on service restorationo Day to Day Incident Follow upo Main point of contact for Incident status and updates (unplanned disruption of service)o Monitor action status of other parties “work in progress“ (all ongoing incidents)o Work closely with the front office to ensure incidents are logged, assigned and escalated in a timely fashion.o Manage internal/external hierarchical escalationso Organize management bridgeo Manage internal/external communication during incidentso Drive effort to meet overall end-to-end Service Level Agreementso Monitor filters for incidents in danger of exceeding SLAo Drive daily calls on 24 hrs incidents and incidents in danger of exceeding SLA● Problem Managemento Work closely with other GNOC personnel to ensure smooth handoffs (such as problem management, knowledge management).o Actively contribute to “Lessons Learned”o Lead Post-Incident Follow-up meetingso Follow-up Open Action Items● Process improvemento Work with all necessary stakeholders (Managers, Directors, Service Owners, Business Stakeholders) on process improvement / adoption issues.o Observe and monitor associate performance; provide follow up coaching and development feedback based on observations; provide resources to enable FO personnel to perform their job to the best of their ability. Show less Job domain: TelecommunicationCompany industry: IT&C TelecomAlcatel-Lucent provides telecommunications solutions to service providers, enterprises, and governments around the world, enabling these customers to deliver voice, data, and video services. The company focuses on fixed, mobile, and converged networking hardware, IP technologies, software, and services.GNOC (Global Network Operations Center) is the technical network interface for the network owners and their customers; ensuring customer’s networks and their customers’ services are operating at an optimum level, while retaining and improving the expected network standards and integrity.● Monitoring and providing first level support for data equipments on 3 networks (Nortel Passport, NET Promina and East Coast Datacom) on behalf of BT Radianz.● Core network RXN and MPLS traffic also carried over the above networks● GB&FM (Global Banking & Financial Markets) project (Thompson Reuters - primary customer) – between December 2010 – March 2013● Identifying alarms and perform initial diagnostics● Analyzing faults and identifying network impact correctly● Prompt escalation and notification of major network faults● Professionally utilizing NOC systems, tools and procedures to monitor and maintain network availability and integrity● Ensure network faults are resolved well within agreed procedures● Creating tickets for the alarms and doing troubleshooting on the devices● Accurate & timely creation, updating and completion of all Trouble Tickets● Another project was for KPN Netherlands with SDH and DWDM equipments from Alcatel, Marconi, Lucent and Huawei. Show less

  • Incident Manager

    Dec 2013 - Oct 2015

  • Network Operations Center Engineer

    Dec 2010 - Nov 2013
• 

  Atos

  Oct 2015 - Nov 2016

  Customer Service Manager (Tower Service Manager)

  ● As a “Top Of The Stack” TSM, I am the coordinator of all factory activities for changes, incidents or projects and manage not only the resources from my own tower, but also from the other towers● Service owner from an operational perspective● Part of both delivery and Account Service Team, I am the key link between delivery teams and AST● Handle and coordinate all operational tasks in order to provide the service according to the contractual SLAs● “Translate” business requirements for the delivery teams and the other way around● Understand the value of the service provided to the customer and the business impact if the service is not delivered according to contract● Deliver the needed input from operational teams for service requests, changes and new services● Implement relevant policies and standards including compliance against security policies ● Act as a safeguard so that operating tasks are successfully managed along the contract lifecycle phases● Attend service reviews and undertake the appropriate actions ● Gain understanding of client, contract, business context, and priorities of the account● Coordinate all resources of the towers● Manage the cooperation between Towers to ensure usage of standard methods and tools wherever applicable● Being the SPOC in case of escalations & major incidents● Act as the next level of escalation for tower specific technical teams for all service management processes● Ensure that the Root Cause Analysis for the tower specific services are performed● Raise request for changes, assess, prepare, present the change in the Change Advisory Board meetings to get the approval● Identify and manage all required resources for change planning and execution including testing, approval and back out plans. Show less

• 

  Nokia

  Nov 2016 - Nov 2021

  o Drive live critical / major / complex incident resolutiono Maintain ownership of all critical/major/complex incidentso Keep the troubleshooting plan progressing and ensure that FO personnel is focused on service restorationo Day to Day Incident Follow upo Main point of contact for Incident status and updates (unplanned disruption of service)o Monitor action status of other parties “work in progress“ (all ongoing incidents)o Work closely with the front office to ensure incidents are logged, assigned and escalated in a timely fashion.o Manage internal/external hierarchical escalationso Organize management bridgeo Manage internal/external communication during incidentso Drive effort to meet overall end-to-end Service Level Agreementso Monitor filters for incidents in danger of exceeding SLAo Drive daily calls on 24 hrs incidents and incidents in danger of exceeding SLAo Work with all necessary stakeholders (Managers, Directors, Service Owners, Business Stakeholders) on process improvement / adoption issues. Show less

  • Service Level Manager

    Dec 2018 - Nov 2021

  • Incident Manager

    Nov 2016 - Dec 2018
• 

  Vodafone

  Nov 2021 - now

  Service Manager