Elena Florentina Dan

Experienced professional with a proven track record in project management and serving as a Single Point of Contact (SPOC) for the successful delivery of complex IT projects. Demonstrated ability to deliver Application Management (AM) services within IT Service Management (ITSM) frameworks, ensuring alignment with organizational strategies and objectives. Skilled in fostering collaborative environments, managing stakeholders, and driving continuous improvement initiatives to enhance operational efficiency.

• Delivering Application Management services for ITSM3 deal, ensuring adherence to schedule and budget.
• Aligning project activities with organizational strategy.
• Empowering teams, removing obstacles, and fostering productive environments.
• Managing application services within service level targets and representing services to clients.
• Escalating incidents and directing service improvement activities.
• Ensuring adherence to both the Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Managing teams, stakeholders, and project implementations.
• Leading project planning, coordinating resources, and managing progress.
• Work with Product Operations, Software Development, and Quality Engineering teams to resolve any business or technical impediments affecting project delivery.
• Help teams increase efficiency by identifying bottlenecks, eliminating redundancy, and tailoring SDLC processes to fit their needs.
• Coordinates with different technical teams responsible for applications’ migration between test, development, integration, and Production environments.
• Analyzes existing business applications and Cloud platform technical requirements to ensure that functional, technical, and application migration changes adhere to a global technology standard.
• Work with a team of DevOps/SecOps Engineers to architect and deliver AWS Cloud solutions.
• Maintaining client and stakeholder relationships and overseeing documentation.
• Designing risk mitigation plans, conducting reviews, and optimizing processes.
• Securing growth opportunities and managing diverse teams.
• Proven project management experience in IT.
• Strong leadership, communication, and stakeholder management skills.
• Proficiency in ITSM frameworks, incident management, and service improvement.
• Solid understanding of application management principles.

• Proficiently lead a team, ensuring clarity in roles, responsibilities, and performance expectations.
• Conduct regular performance evaluations, set clear goals, and provide effective coaching and support to enhance team members' professional growth.
• Collaborate with HR and upper management for talent acquisition, succession planning, and talent development initiatives.
• Foster a positive work environment, promoting team morale and ensuring employee satisfaction.
• Resolve conflicts within the team, implementing effective solutions and continuous improvement.
• Conduct 360 Performance Reviews for my team.

• Successfully managed service delivery to clients while overseeing the Problem Management process for efficient incident resolution and proactive problem-solving.
• Led and managed a team of 15+ Problem Analysts and Architects from different regions, enhancing the Problem Management process according to client requirements.
• Collaborated with stakeholders and clients to understand their needs, address concerns, and ensure high client satisfaction with the services provided.
• Implemented and executed Problem Management policies, procedures, and guidelines, resulting in improved incident resolution times and reduced recurring incidents.
• Coordinated resolution efforts with internal and external support teams, ensuring timely and effective solutions.

• Ensured streamlined management processes and tested support methods, resulting in high-quality and efficient service delivery.
• Resolved incidents for applications/systems supported by the team, exceeding SLAs and KPIs.
• Organized meetings, presentations, and comprehensive KT sessions for new team members, facilitating a seamless onboarding experience.
• Conducted thorough incident analysis, providing effective resolutions, workarounds, and suggestions for future incident prevention.
• Generated management reports reflecting outstanding service levels, SLA compliance, KPI achievements, and issue tracking.

• Provided 2nd level support for a group of business applications (internally developed and vendor supplied) used by clients in multiple domains.
• Offered functional support, user management, application implementation, and configuration, and conducted upgrades/updates on Windows platforms.
• Demonstrated excellent verbal and written communication skills in daily interactions with clients, addressing escalations, and providing direct reports to customers.
• Supported all deployment and administration-related activities, ensuring seamless IT operations.
• Actively participated in defining and maintaining infrastructure requirements for new IT projects and major releases of existing IT systems and applications.