Rares Irimiea
Problem Manager
Iasi,BV
Summary
Proven Problem Manager at SCC Services Romania, adept in Incident Management and Stakeholder Management, significantly minimized business disruptions through effective change initiatives and automation. Excelled in analytical thinking and collaboration, enhancing incident resolution processes and customer retention rates. Demonstrated expertise in the ITIL Framework and exceptional problem-solving abilities.
Overview
7
7
years of professional experience
Work History
Problem Manager
SCC Services Romania
01.2024 - Current
- Led change management initiatives as part of the problem resolution process, minimizing negative impacts on business operations.
- Coordinated with vendors for third-party support, ensuring prompt resolutions of issues outside internal capabilities.
- Maintained accurate records of all problems within the organization''s IT environment, ensuring full visibility into historical data when required for analysis or audits purposes.
- Oversaw post-mortem meetings after major incidents, fostering collaboration among stakeholders to address underlying issues effectively.
- Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.
- Implemented process automation tools to minimize manual intervention in the problem management lifecycle, increasing efficiency and accuracy.
Major Incident Manager
SCC Services Romania
01.2023 - 12.2024
- Provided immediate emergency response and incident management.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Oversee and manage major incidents, for over 30 clients, demonstrating the ability to assess and prioritize critical situations.
- Act as a point of escalation for complex major incidents, providing guidance and support to Incident Handlers and ensuring alignment with established protocols.
- Quickly mobilize and coordinate cross-functional teams, ensuring prompt and efficient resolution of major incidents to minimize impact and downtime.
- Implement and manage communication protocols during major incidents, ensuring timely and accurate updates are delivered to clients at all levels of the organization.
- Maintain comprehensive documentation of major incidents, including post-incident reports and lessons learned, to enhance organizational knowledge and response capabilities.
Service Desk Analyst
SCC Services Romania
09.2019 - 12.2023
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
Cleaning Crew Member
Cagney Contract Cleaning
08.2018 - 03.2019
- Used time management and efficient cleaning methods to meet deadlines.
- Used cleaners and squeegees to clean windows, glass partitions and mirrors.
- Cleaned and organized restrooms by restocking dispensers, sanitizing fixtures and spot cleaning partition walls and doors.
- Collaborated effectively with other crew members for efficient completion of assigned tasks.
Retention Customer Service Representative
Orange Romania
10.2017 - 07.2018
- Delivered accurate information regarding billing inquiries and assisted in resolving discrepancies quickly.
- Trained new hires on company policies, product offerings, and best practices for handling difficult customer situations.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered personalized assistance based on each client''s unique situation, leading to higher success rates in retaining customers.
- Facilitated open communication between customers and management when needed, acting as a liaison to address any escalated concerns.
Education
ITIL 4 Foundation Certification -
PeopleCert
Remote 04.2001 -
Baccalauréat Diploma - Economics
Ion Ghica - Economic College
Bacau, Romania 04.2001 -
Skills
Problem Analysis
Incident Management
Analytical mindset
Stakeholder Management
ITIL Framework
Languages
Romanian
Native language
English
Advanced
C1
Timeline
Problem Manager
SCC Services Romania
01.2024 - Current
Major Incident Manager
SCC Services Romania
01.2023 - 12.2024
Service Desk Analyst
SCC Services Romania
09.2019 - 12.2023
Cleaning Crew Member
Cagney Contract Cleaning
08.2018 - 03.2019
Retention Customer Service Representative
Orange Romania
10.2017 - 07.2018
ITIL 4 Foundation Certification -
PeopleCert
04.2001 -
Baccalauréat Diploma - Economics
Ion Ghica - Economic College
04.2001 -
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