Iulia Rosciuc-Tancau
Incident/Emergency Manager
Bucharest
Summary
Experienced with incident management, ensuring effective resolution of critical issues. Utilizes strong analytical and communication skills to coordinate with various teams for timely incident resolution. Track record of maintaining high standards in incident response and documentation.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
5
5
Languages
Work History
Incident manager/Emergency Manager
Ericsson
11.2017 - Current
- Lead the technical recovery teams involved in the troubleshooting
- Coordinate between the Ericsson teams, vendors and customer to recover the services in the shortest timeframe
- Perform vendor and 3PP technical and management escalations to sped up the recovery
- Create a whiteboard and constantly updating with new information (teams involved, action plan, problem description, SLA, timestamps for alarms, CRs details)
- Ensure a clear and timely communication with the external and internal stakeholders via notifications, MS Teams Chat updates, phone calls and voice conferences
- Follow the Incident Management process and secure SLA compliance
- Expand troubleshooting with additional resources or next level of support/competence
- Act as technical escalation point for internal stakeholders
- Administrate emergency change requests from the customers or internal technical teams
- Maintain accurate incident reports.
Service Desk Technician
Ericsson
12.2014 - 11.2017
- Create and handle Trouble Tickets and Customer Complaints from Customer Care, from reception until closure, pushing for restoration within SLA time
- Dispatch work orders to the Field Engineers and follow-up until closure, including site access management
- Perform 24/7 activities within NOC, working in day & night shifts, interacting with other Engineers or Technicians, customer technical staff and other groups within Service Delivery organization
- Perform monitoring and troubleshooting activities for customer infrastructure, using available customer and Ericsson internal tools.
- Configuration of various equipment (BTS, Node B, repeaters etc.) and task creation for field engineers when solving of the issue remotely was not possible
- Perform Health & Safety activities, support escalations, send shift reports and logbook reports
B2B Interface Technician
Ericsson
02.2014 - 12.2014
- Identify potential misalignments and delays between the company's internal ticketing tool and customer's various platforms and contact the customer organization and customer technical NOC to inform about ongoing issues and delays
- Manually align tickets, thus ensuring an up-to-date flow of communication between tools
- Send multiple daily reports with misaligned tickets
- Perform Health&Safety activities, provide updated documentation to field engineers on site
- Create and update documentation and job-aids.
Trainee
Ericsson
11.2013 - 02.2014
- Attend training courses and mentorship programs with Ericsson internal instructors
- Perform Job rotations on various projects within the company
- Collaborate and communicate with experienced engineers gaining an overview in network planning, deployment, integration and troubleshooting
Education
University - Computer Science Engineering
Military Technical Academy of Bucharest
01.2009 - 01.2013
Skills
Incident management
Team engagement
SLA management
Multitasking Abilities
Problem-solving
Organizational skills
Continuous improvement
Multitasking
Written communication
Active listening
Time management
Team building
Training
- ITIL Fundamentals V4
- ITIL Service Operation V4
Personal Information
- Age: 34
- Date of Birth: 02/09/90
- Gender: F
Timeline
Incident manager/Emergency Manager
Ericsson
11.2017 - Current
Service Desk Technician
Ericsson
12.2014 - 11.2017
B2B Interface Technician
Ericsson
02.2014 - 12.2014
Trainee
Ericsson
11.2013 - 02.2014
University - Computer Science Engineering
Military Technical Academy of Bucharest
01.2009 - 01.2013
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