Damian Minculescu

• Defining Incident and Problem Management ITIL processes in alignment with regulatory requirements and internal governance frameworks (DORA, PSD2)

• Coordinating Major Incident communication flows, escalation paths and stakeholder alignment across BRD and SG Group.

• Delivering weekly/monthly presentations to BRD and Societe Generale stakeholders

• Delivering Post Incident Reports (PIRs) with detailed corrective/preventative actions, including service impact, root cause, and DORA compliance traceability

• Supporting the implementation of DORA guidelines by defining ICT-related incident calssification, threshold criteria and reporting procedures.

• Creating reports and audits for National Bank of Romania

• Escalation point and SPOC for Critical Incidents

• Accountable for IM/PM KPIs

• Accountable for CSI actions

As an Incident Manager in the telecommunications industry, I was responsible to lead Major Incidents (2G, 3G, 4G related) in order to speed-up the resolution time and minimize the impact. I possess extensive knowledge of RAN and Access Transport. I have experience with Ericsson and Huawei equipment and tools and demonstrated proficiency in overseeing the end-to-end Major Incident Management (MIM) process. I followed all the steps involved in the MIM process, such as initiating communications with relevant stakeholders, conducting bridge calls, leading troubleshooting and investigations, and facilitating collaboration between multiple vendors to expedite incident resolution. Furthermore, I excelled in creating comprehensive Post Incident Reports (PIRs), analyzing incident trends to identify problems, and implementing corrective actions to prevent future recurrences. I also effectively managed vendor relationships, ensuring the timely delivery of Root Cause Analyses (RCAs) and conducting quality audits for 1 st Line and 2nd Line Engineers to improve the NOC ticket quality. As the main results: The Quality of tickets managed within the NOC increased with 50% after 6 months.

As the EMEA Manager for Incident and Problem Management Horizontal, I am responsible for managing 45+ Incident Management Specialists across multiple locations in EMEA region. In this role, I oversee 10+ direct reports and 35+ indirect reports, ensuring that resources are allocated effectively and that the specific KPIs are delivered properly across 20+ projects. As the escalation point, I am accountable for creating and implementing action plans and ensuring that the necessary results are achieved following possible escalations. I also serve as the process owner for Major Incident Management and End to End Incident Management. On the other hand, I am involved as Incident Management SME in pre-sales stage with possible future clients in order to validate the allocation model (FTEs) according with the customer needs and profile. I am also actively involved in Transition Management, working closely with our new clients and stakeholders to ensure that the transition process is smooth and seamless. Some of the main responsibilities during transitions:

• Hiring and training the new Incident Management team

• Presenting Best Business Practices for the client SMEs, MIM, PM and E2E related

• Defining the processes step by step, activities and deliverables together with the client SMEs

• Defining the ITSM tool (ServiceNow) capabilities In addition, I am actively involved in Governance calls and initiatives with clients and other stakeholders, and play a critical role in transformation initiatives by assessing the maturity level of IM/PM/E2E processes, identifying weaknesses, and making proposals for improvement. I constantly monitor and evaluate our processes as part of the CSI. Through my leadership, I have been able to foster a strong sense of collaboration and teamwork across the multiple teams, resulting in successful project outcomes and high levels of customer satisfaction