Ion-Daniel Teis
@ion-danielteis
Technical operations and service delivery leader specializing in incident escalation, SLA compliance, and cross-functional customer support.
RomaniaWhat I'm looking for
I’m a results-driven Technical Operations & Service Delivery professional with 6+ years of experience owning end-to-end escalation processes, coordinating resources during critical incidents, and ensuring strict SLA compliance for enterprise clients across EMEA and APAC. I act as the operational bridge between engineering, Customer Success teams, and senior stakeholders to keep outcomes moving in high-severity moments.
In my current role, I manage end-to-end incident escalation and resolution for 90+ coordinators, lead global escalation calls, and perform rapid technical triage. I serve as the go-to subject-matter escalation point for complex scenarios spanning Microsoft technologies, cloud infrastructure, and security protocols—while driving cross-functional resolution within strict SLA windows.
I’ve also led delivery resource management as an interim manager, managing prioritization and staffing through the Global Resource Management (GRM) platform and exceeding KPI targets for response times and resolution rates. I’m especially proud of identifying recurring incident patterns and implementing process improvements that reduced repeat escalations and improved first-contact resolution.
Experience
Work history, roles, and key accomplishments
Owned end-to-end incident escalation and resolution for 90+ coordinators across EMEA and the Philippines, maintaining SLA compliance on all critical-priority cases. Served as a technical liaison between Customer Success, engineering, and delivery leads, and led global escalation calls using rapid technical triage to drive cross-functional resolution.
Managed prioritization and staffing for critical reactive and proactive initiatives via the Global Resource Management (GRM) platform, exceeding KPIs for response times and resolution rates. Owned escalation management, capacity planning, and resource utilization optimization, and used performance data and stakeholder feedback to improve incident response workflows.
Managed end-to-end resource allocation and assignment for technical projects requiring specialized skills, ensuring personnel availability matched demand. Tracked open requests in ticketing systems with full visibility on status and blockers, supported onboarding to reduce ramp-up time, and delivered weekly/monthly resource performance reports.
Education
Degrees, certifications, and relevant coursework
Transilvania University of Brașov
Coursework, Automation & Applied Informatics
2015 - 2017
Completed coursework in Automation & Applied Informatics at Transilvania University in Brașov from 2015 to 2017.
Coursera
Google Cybersecurity Professional Certificate, Cybersecurity
Completed the Google Cybersecurity Professional Certificate through Coursera/Google.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
Job categories
Skills
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