Romulus Andrei

Conference call setup for Major and Critical Incidents SLA Management Create/update/modify Incident process and Procedures Handling Management calls Manage the customer is accordance with the contract Review and update Incident priority matrix Work on Improvement activities based on post incident reviews Work on breach mitigation and corrective actions Maintain Ticket Quality Daily Incident meeting on open and pending Incidents Work on Aging Incidents resolution Train users on Incident management process Identify automation opportunities and implement the same with the help of automation teams Prepare Incident reports and circulate to all stakeholders and customers Produce regular and accurate weekly and monthly reports Driving, developing, managing, and maintaining the major incident process and associated procedures. Being the SPOC for all activities related to the incident Weekly/monthly reporting and analysis Playing the role of team manager from procedural and technical aspect point of view Tools used Netcool, Remedy MyWFM, Outlook, Orange tools (Oceane, SWAN etc) Compliance with ITIL process Good knowledge of FTTH, GPON technology and protocols Knowledge of mobile network domains and functions (Network operation center , field, Project) Knowledge of Network Operations management

Generate reports on network performance, trouble-shooting results, and routine analysis. Identify quality degradations associated with network events and incidents, to trace them via tickets and initiate corrective actions or to relaunch the team involved to step forward with the resolution; assess business impact, isolate root causes. Provide prompt and appropriate follow-up with regular feedback to customers in relation to on-going quality degradations. Ensure accurate and timely creation, update, and completion of all trouble tickets with prompt escalation to technical team operation in quality of service and notification of major quality degradations. Training QoS for the new employees

Incident detection, logging and monitoring, Classification and prioritization (against impact and urgency), Investigation and diagnosis, Escalation, Resolution, Reporting, Notification and Closure Coordinate Services activities to deliver corrective equipment and site maintenance based on the severity or type of event. Follow-up with backlog incidents Monitor network traffic and performance while maintaining high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer service. Track, re-direct and escalate the workflow of incidents to subsequent support levels (e.g., Technical Support Operations) as needed to resolve incidents. Ensure accurate and timely creation, update and completion of all trouble tickets with prompt escalation and notification of major network faults and customer faults as per the NOC Escalation Guidelines, to both customers and to internal management. Generate reports on network performance, trouble-shooting results and routine maintenance of network elements for tracking purposes and learning opportunities. Ensure only authorized sub-contractors, external companies, field services, Technical support operations and/or other parties have access to the network components. Provide feedback and recommendation for Operations Support Systems (OSS). Tool’s improvements, regarding process flows, event management and correlation.