Bianca Achivei

-continuous improvement of major incident management processes -collaboration with cross-functional departments as well as with internal and external stakeholders -coordination and management of escalations related to critical incidents -coordination of major incidents in line with ITSM practices -monitoring and communication of resolution progress for major outages in accordance with major incident management guidelines -proactive tracking of SLA compliance to guarantee consistently high service quality

- troubleshooting and handling the Incident tickets, main focused on reported fiber issues - taking part in technical sessions, handling existing and new topics and collaborate with various departments - routing issues to third party - identification of data inconsistencies and process errors, as well as their correction through the systems - working together with other support teams for finding solutions or creation workarounds

-organize and handle the needed access and rights for the team in order to provide the support -take part in meetings, handling existing and new topics and collaborate with various departments -handling complains in case of appearance -monitoring the ticket queues in order the proceed the tickets within the agreed SLA -mentoring the team members -helping the team in the day by day tasks taking over part of the topics -coordinate the technical activities and monitors execution by the team

- troubleshooting and handling Incident, Problem and Change tickets based on priorities and impact on production - solving the various types of ticket within the agreed SLA's and according to defined procedures - planning, monitoring, documentation and review of rollouts - collaboration with various technical and corporate worldwide departments, as well as with the manufacturer of the applications, for remedying the fault - administration of the technical documentation

-troubleshooting and processing reported incidents, as well as configurating and upgrading of OSV, UC Telephony PBX Platform, Videoconferencing and Xpert Systems -analyzing on basis of collected traces and logs from the affected OSV, UC, OSB, SBC, RG87xx Gateways, Mediatrix Gateways (PSTN as well as Analog), Openstage SIP Devices, Videoconferencing Xpert systems -collaborate with different support levels and departments for a solution of the reported issues -oncall duty 24x7

- enroll and track orders in SAP as well as user administration - configuration of the users contracts in the Clarify system - up / downgrade of internet, telephony and TV contracts in the Clarify system - manage various promotions and credits in the system - Training of new team members