Cristian Victor Rachitan
Service Manager
Lugoj
Summary
Experienced Service Manager with a demonstrated history of working in the information technology and services industry. Skilled in Service Delivery, Microsoft Excel, Customer Service, ITIL, and ITService Management.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
Work History
Service Manager (Change Manager)
Infosys
- Current
- Escalation point for SAP service management topics manage service department team and handle customer service interactions, reports. ensure excellent customer service, maintain strong relationships with customers create and present regular reports to senior management supervise other members of service delivery team
- Change manager:
- Conduct impact analyses and assess change readiness maintaining Change logs and processing Change reports for review with upper management providing process training for technical support teams initiate escalations to Senior Management, vendors, and/or other groups where appropriate
- Identify and manage stakeholders, ensuring effective communication and engagement
- Monitor and evaluate effectiveness of change management activities.
- Identify and mitigate risks associated with changes.
- Drive continuous improvement in change management practices.
- Coordinate Major, Minor Releases within Team and Customer
Escalation and Complaint Manager
Infosys
03.2021 - 08.2023
- Manage and resolve escalated customer complaints and issues in a timely and effective manner.
- Serve as primary point of contact for customers during escalation process.
- Develop and implement complaint management policies and procedures.
- Track, document, and analyze all complaints and escalations to identify trends and areas for improvement.
Problem Manager
Infosys
03.2021 - 08.2023
- Identify and document root causes of incidents, escalations and recurring IT issues.
- Conduct thorough problem investigations and analysis to determine the underlying causes.
- Develop and implement problem management policies and procedures.
- Coordinate with cross-functional teams to resolve problems and prevent future occurrences.
Major Incident Manager
Infosys
03.2024 - 08.2023
- Lead the response and resolution efforts for major IT incidents, ensuring swift and effective action.
- Serve as the primary point of contact during major incidents, coordinating communication between technical teams, management, and stakeholders.
- Establish and maintain incident management processes and procedures in line with best practices.
Senior SAP Tower Service Manager
Atos IT Solutions and Services
08.2018 - 12.2020
- SAP Senior Tower Service Manager For Major Swiss Business Groups
- Key player in the Transition phase and coordination of Projects and Milestones
- Customer Interfacing (to understand the customer needs and specifics, to consolidate customer satisfaction, active participation in customer projects);
- The responsibility and accountability for the delivery of all services in Atos RO competence center;
- Direct customer communication and active support for CAB; Change coordination;
- To lead and track the customer specific tasks; Optimizing the communication and workflow between delivery teams and end customer;
- To identified improvement opportunities and risk areas for the service delivery to the end customer;
- To encourage the transfer of new services and acquiring new customers through high service quality;
- To support other teams with knowledge and successfully implemented modes of operations;
- Controlling (implemented service relevant KPIs, Internal Documentation); Perform deviation analysis of Key Performance Indicators, identify and propose measures based for optimization and better performance;
- Steering part in solving conflicts between service delivery and customer; Escalation
- Management (SLA-Breaches, Outages, RCA);
- Availability Management (Uptime / downtime);
- Ensure monthly invoicing of delivered services (Monthly Billing report, Efforts approval); Perform
- Cost Center and Cost Unit controlling;
- Optimizing processes, tools and reporting templates; training for new team members;
- Continual Service Improvement projects that benefit both, customers and Atos;
- Contract Management;
- Project Management;
- Risk Management.
Tower Service Manager
Atos IT Solution and Services
2 2016 - 8 2018
- Tower Service Manager for industrial German Customers.
- Operations Management
- Responsible for the service delivery of complete service lines as Top of Stack (top to bottom)
- Coordinating people and tasks, setting deadlines, monitoring progress and taking corrective measures when necessary (escalation);
- Orchestrate end to end services for the Service Tower
- Ensuring that the critical operating tasks are successfully managed
- Responsible for the Account operations, capacity planning & business backlog
- Creating or validating the solution part of limited up selling proposals
- Maintaining communication with customers and/or partners;
- Negotiating with Team Managers in delivery the availability of resources;
- Service Performance
- Ensures reporting on the respective service (SLA, availability, capacity, nondefect rate), in order to show service performance.
Process Owner/Technical Lead
Atos IT Solution and Services
- Order Management Lead/ Process Manager in the Order-management department .
- Implement and improve standards and processes
- Ensure service continuity
- Order tracking
- Manage Customer escalations
- Ensure SLA fulfillment
- KPI reporting
- Coaching, mentoring and integration of new colleagues
Service Delivery Supporter
Atos IT Solutions and Services
- Service Delivery Coordinator in the Order Entry/Order Management department .
- Verifying customer and order information to be correct and up-to-date;
- Reviewing orders for completeness according to existing procedures and sending incomplete orders back to requester for further processing;
- Ensure delivery of customer service through timely and accurate opening and preparing of guided changes, as well as through communication and coordination with other departments to resolve inquiries;
- Input orders into database and prepare order reports for management;
- Updating the documentation and offering support for the process improvement;
Customer Service
BUW Gmbh
- Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Education
Diploma de Licenta - Design Grafic si Ambiental
Facultatea De Design Tibiscus
Timișoara, TM 09.2011 - 05.2014
Bacalaureat - Științe ale Naturii(Matematica/Fizica in limba materna Germana)
Colegiul National Coriolan Brediceanu
Lugoj, TM 09.2006 - 05.2010
DEUTSCHES SPRACHDIPLOM (DSD) -
ZfA Germany
Lugoj, TM 05.2010 - 05.2010
Skills
Customer Focus
Operations Management
Multitasking Abilities
Work Planning and Prioritization
Customer satisfaction measurement
Continuous Improvement
Risk Management
Conflict Resolution
Analytical Thinking
Escalation management
Incident Management
Reporting Requirements
ITIL Framework
Languages
Romanian, German
Native language
English
Proficient
C2
German
Proficient
C2
Personal Information
- Place of Birth: Lugoj
- Date of Birth: 01/27/91
- Gender: Male
- Nationality: Romana
- Driving License: 2009
- Marital Status: Necasatorit
Certification
ITIL Foundation
Timeline
Major Incident Manager
Infosys
03.2024 - 08.2023
Agile Service Management
07-2022
Escalation and Complaint Manager
Infosys
03.2021 - 08.2023
Problem Manager
Infosys
03.2021 - 08.2023
Senior SAP Tower Service Manager
Atos IT Solutions and Services
08.2018 - 12.2020
ITIL Foundation
07-2018
ITIL Service Design
07-2018
ITIL Service Operation
06-2018
ITIL Transition
06-2018
Diploma de Licenta - Design Grafic si Ambiental
Facultatea De Design Tibiscus
09.2011 - 05.2014
DSD Deutsches sprachdiplom
06-2010
DEUTSCHES SPRACHDIPLOM (DSD) -
ZfA Germany
05.2010 - 05.2010
Bacalaureat - Științe ale Naturii(Matematica/Fizica in limba materna Germana)
Colegiul National Coriolan Brediceanu
09.2006 - 05.2010
Service Manager (Change Manager)
Infosys
- Current
Tower Service Manager
Atos IT Solution and Services
2 2016 - 8 2018
Process Owner/Technical Lead
Atos IT Solution and Services
Service Delivery Supporter
Atos IT Solutions and Services
Customer Service
BUW Gmbh