At Allianz Technology, I manage service quality and reporting for IP infrastructure operations across DSL, fax, and mobile services. I monitor SLAs and performance, maintain service data quality, and process incidents and requests using ServiceNow.
I also provide second-level support and act as a point of contact between Allianz Technology Germany and Deutsche Telekom and Vodafone. I document and improve internal processes, and participate in Agile meetings for DSL, fax, and mobile services.
Previously, I worked as an SLA Manager and Escalation Manager at Huawei Technologies, supporting network operations and incident escalations. At ZTE, I handled fault and configuration management for multivendor 2G, 3G, and LTE nodes. I hold the ITIL 4 Foundation Certificate in IT Service Management and certifications in Agile and Lean Six Sigma.
