Mitruț Macovei
Major Incident Manager
Iași
Summary
Accomplished Incident Manager with a proven track record in ITIL processes and methodology. Experienced with incident management, ensuring rapid resolution and minimal downtime. Utilizes effective communication to coordinate responses and maintain stakeholder confidence. Track record of strategic problem-solving and leading teams through high-pressure situations. Proficient in customer service, project management, service delivery, and high touch operation management. Recently completed specialized training in Java development at the Informal School of IT.
Overview
9
9
years of professional experience
9
9
Languages
Work History
Major Incident Manager
Estarta Solutions
10.2022 - Current
- As a major incident manager, you are responsible for the below.
- Acts as a single point of contact for escalation and operational concerns for assigned customers after hours.
- Provides reporting on the open service requests and RMAs.
- Identifies and works proactively on issues to improve customer satisfaction.
- Takes part in Quarterly Business Review meetings, and provides trending and gap analysis. Ensuring post-review of priority 1 incidents.
- Chairing the incident and problem review meetings.
- Follow the defined escalation path when needed, as defined in the escalation policy.
- Notifying the participants in the Incident Management process when standards and procedures are not being followed.
- Rerouting misdirected incidents that have not been handled in a timely manner.
- Responding to the incident analysts regarding escalation issues in a timely and appropriate fashion.
- Identifying incidents which need special attention or escalation
- Managing major incidents.
- Carries out the Process Manager responsibilities for the Incident Management process.
- As Cisco is the primary customer for which Estarta Solutions provides support, a general knowledge and understanding of the Cisco devices and topologies is required to understand certain incidents and for better communication with the resolving teams and customers.
Service delivery coordinator
HCL Technologies Ltd
10.2021 - 10.2022
- The Service Delivery Coordinator is responsible for coordinating the steady state service delivery to multiple client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
- The Service Delivery Coordinator is focused on:
- Delivering service that meets SLA and delights the customer
- Developing strong internal and external relationships
- Achieving productivity improvements and cost control
- Assisting the Service Delivery Manager in the transforming and growing the business
- Key Role Tasks and Activities:
- Act as a customer and internal point of contact for assigned contracts
- Responsible for the effective co-ordination of external / internal queries / escalations
- Support of asset management database to agreed data quality levels
- Responsible for coordinating end to end MACD Move Add Change Delete
- Liaise between customer and Client’ Supply Chain and logistics teams.
- Maintain Process and Procedure manual
- Service Improvement Planning including Root Cause Analysis
- Co-Ordinate and gather Financial data for monthly billing reconciliation
- Contribute to the P&L performance through cost control and innovation
- Provide necessary support for contract change management
- Maintain customer relationships
- Other duties as required.
Senior Compliance Associate -French
Amazon România
05.2018 - 10.2021
- Ensure that the imported products have been tested in certified laboratories, and that they comply with the legal requirements of the importing country.
- Take appropriate actions in order to protect customers from recalled or unsafe products.
- Identify and remove from the website products that violate our Restricted Products policies, and proactively satisfy Amazon’s regulatory obligations for these products.
- Identifying improvement opportunities.
- Training and mentoring other associates.
- Analyzing quality and process issues, and recommending corrective actions.
- Flag any updates received from stakeholders on the process, and update the related documents.
- Developing improvement projects and coordinating them throughout implementation.
- Taking part in client calls, leading, and documenting the discussion.
Technical Support/Second Line Support
Cegeka
03.2017 - 05.2018
- Second-line support in the Data Management Backup team.
- Daily collaboration with both local and Belgian teams.
- Checking and configuring backup jobs to safeguard our customers' data.
- Executing restore data tickets.
- Analysis of support requests.
- Timely updates for every support request assigned to your group
- Accurate ticket documentation of the support request and troubleshooting steps taken
- Ownership and responsibility for all tickets assigned to your queue
- Creation of change & maintenance requests prior to implementations
- Maintenance of operational data management systems
- Creation and modification of technical procedures, manuals and processes for supporting projects
- Attendance in trainings and team meetings
- Participate in standby / on-call availability schedules
- Share knowledge with other team members and get involved in coaching and follow-up sessions with them
First line Support
Capgemeni
06.2016 - 03.2017
- Undertaking initial diagnostics of the incident, using the tools available, and resolving as many as possible on initial contact.
- Accurately recording and classifying all incoming incidents with the appropriate priority, category, and incident summary details, or error messages.
- Proactively flag incidents where no knowledge solution was found.
- Meeting or exceeding the level of service when responding to all incoming incidents.
- Accurate and timely hand-off to other resolving teams.
Education
Bachelor Degree - Civil Engineering
Technical University "Gheorghe Asachi"
IasiLicentiate degree - Java development
The Informal School of IT
IasiSkills
Effective communication
Cultivate strong connections with clients and stakeholders
Proficient technical skills
Critical incident handling
Documentation skills
Improvement recommendations
Emergency analysis
Incident management
Reporting requirements
Escalation management
ITIL framework
Disaster recovery
Timeline
Major Incident Manager
Estarta Solutions
10.2022 - Current
Service delivery coordinator
HCL Technologies Ltd
10.2021 - 10.2022
Senior Compliance Associate -French
Amazon România
05.2018 - 10.2021
Technical Support/Second Line Support
Cegeka
03.2017 - 05.2018
First line Support
Capgemeni
06.2016 - 03.2017
Bachelor Degree - Civil Engineering
Technical University "Gheorghe Asachi"
Licentiate degree - Java development
The Informal School of IT
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