Iulian Constantinescu

Summary: Led end-to-end operations and support for the Smart Mobile application for SME (Small and Medium Enterprise) , focusing on high performance, customer satisfaction, and strategic alignment with Raiffeisen Bank’s goals.

Key Responsibilities & Achievements:

• Cross-Functional Support Oversight: Coordinated with Level 3 DevOps teams, development teams, and Product Owners to manage and enhance the Smart Mobile application, ensuring quick and effective issue resolution and a seamless user experience across regions.
• Stakeholder Reporting & Communication: Maintained strong transparency by providing regular, strategic updates to regional stakeholders and country CIOs, aligning support activities with broader organizational goals.
• KPI-Driven Performance Improvement: Designed and implemented KPI tracking and reporting processes, driving continuous improvements in service quality and operational efficiency.
• Process Harmonization: Standardized support processes, tools, and methodologies across regions to align with global ITSD and GOIS strategies, promoting a unified, efficient approach.
• Customer Satisfaction & Goal Setting: Established measurable objectives for teams that aligned with global IT service strategies, leading to higher customer satisfaction and consistent performance.
• Support Optimization Initiatives: Increased 1st level resolution rates and reduced ticket volumes through self-service options and efficiency-focused initiatives.
• Continuous Service Improvement: Enhanced operational models by implementing continuous improvement practices, which drove key performance indicator (KPI) enhancements and operational resilience.
• Team Leadership: Managed and motivated a regional team (DevOps, BA's, SA, SRE's ) to maintain high service standards, fostering a culture of accountability and performance.
• Resource & Budget Oversight: Conducted strategic resource and budget planning, optimizing project and service budgets to ensure alignment with financial constraints and priorities.
• Technical & Business Acumen: Leveraged over 10 years of IT service management and ITIL expertise, applying technical and business insights to manage cross-functional regional teams effectively.
• Problem Management: Led problem management efforts to ensure quick resolution and sustained system reliability, minimizing disruptions and enhancing service stability.

• Led a team of seven, focusing on front-end development, testing, and product ownership.
• Achieved a 40% increase in brand awareness through strategic programs.
• Spearheaded DevOps transformation for enhanced innovation and efficiency.
• Strengthened recruitment processes and conducted technical training plans

Key Responsibilities & Achievements:

• Service Stability & 24/7 Operations: Led a cross-functional DevOps team to maintain 24/7 operational stability for critical downstream applications, implementing monitoring processes that consistently met or exceeded KPI benchmarks for system performance and availability.
• Azure Migration & SLA Management: Spearheaded a major cloud migration to Azure, collaborating with cross-functional teams to establish SLA/OLA agreements that ensured service continuity and high availability across applications.
• End-to-End Incident & Change Management: Established and enforced incident, request, change, and escalation processes, driving high-performance metrics in these areas. Reduced downtime and enhanced response times through proactive issue resolution and real-time monitoring.
• Cross-Functional Project Leadership: Coordinated complex, cross-functional project implementations, overseeing milestone achievements and maintaining alignment with strategic business goals and service standards.
• Governance, Compliance & Audit Readiness: Implemented IT governance frameworks, controls, and policies aligned with industry standards, ensuring regulatory compliance and successful audit outcomes through meticulous preparation and proactive risk mitigation.
• Resource & Budget Optimization: Managed resource allocation and budget planning for projects and services, ensuring efficient use of resources, alignment with budgetary constraints, and high ROI on IT initiatives.
• Continuous Improvement: Advocated for process optimization, utilizing insights from KPI data to identify and address opportunities for improvement in service delivery, which led to increased customer satisfaction and enhanced system reliability.

• Oversaw mobile applications, emphasizing IT security and effective release management.
• Managed Level 3 and Level 2 Operational Team and Release Management.
• Transformed business vision into a transparent backlog, prioritizing operational issues.
• Conduct strategic planning for the applications in scope.
• Ensure that changes to these applications fully adhere to DB standards and regulations, with a primary focus on guaranteeing system stability and facilitating a smooth and successful transition to a production, steady-state environment.
• Ensure availability of all necessary application/service knowledge and documentation.
• Manage technical projects necessary to ensure required and established service levels are maintained.
• Ensure policy compliance of applications in scope.
• Efficiently engage, manage, and influence the main stakeholders, along with the related emerging risks and opportunities.
• Contributes to audits.
• Contributes to Go Live transitions.
• Follow-up on capacity management, policy, and DR procedures.

• Led Managed Services Delivery Platform implementation projects.
• Collaborated on analyses, feasibility studies, and user acceptance tests.
• Managed Service Engineer for Business Support Systems, focusing on operation and maintenance.

• Managed the operation, maintenance, and performance of Business Support Systems.
• Oversaw service set-up and delivery during client onboarding, ensuring compliance with specifications and timelines.
• Facilitated client-facing online meetings to support the implementation of solutions.
• Delivered training and presentations for updates on Ericsson products related to Charging Solution.
• Facilitated knowledge exchange with partners from various European regions.

• Developed highly effective incident response team and trained extensively in preparation for possible events.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.

• Conducted permanent real-time process monitoring and scheduled preventative maintenance.
• Maintained communication with various departments of 2nd level support.
• Successfully completed a 6-month detachment in Nederland, transferring knowledge to over 10 different customers.

• Read and interpreted blueprints, technical drawings, schematics, and computer-generated reports.
• Conducted research to test and analyze feasibility, design, operation and performance of equipment, components, and systems.
• Developed planning criteria for integrating and enabling new technologies.
• Conducted feasibility studies for proposed projects using potential ROI and risk management.