Romain
Masciulli

Senior Technical Escalation Specialist

LittleBIG Connection - Paris, France
Apr 2023 - Aug 2024 (1 year and 5 months)

• Monitoring SLA compliance across the Technical Escalation Specialists team.
• Maintaining and improving JIRA dashboards to better track team activity and ticket backlog.
• Analyzing recurring issues and weak signals to develop relevant, long-term solutions.
• Tracking product team deliverables and proactively identifying risks that could impact the service.
• Onboarding new hires and support teams on bug resolution processes and best practices.
• Participating in the optimization, standardization and the continuous improvement of bug resolution workflows.
• Building and improving documentation and training materials delivered to the L2 support team.
• Anticipating process automation opportunities using RPA and AI (e.g. log monitoring, ticket archive navigation, automated alerting).

Technical Escalation Specialist

LittleBIG Connection - Paris, France
Apr 2022 - March 2023 (1 year)

• Reproducing bugs and identifying their root cause through log analysis and code verification.
• Managing and improving both bug's qualification workflow and monitoring dashboards.
• Overhauling Jira issues templates and workflows.
• Training team members on internal technologies and tools.
• Clearing the company's historical backlog: over 300 tickets resolved in under 6 months.
• Managing the team's technical documentation on Confluence.

API & Technical Product Owner

LittleBIG Connection - Paris, France
Jan 2021 - March 2022 (1 year and 3 months)

• Deploying the external API v2.0 and supporting our clients through the update of their connectors.
• Managing the API documentation and switching to the OpenAPI 3.0 standard.
• Creating a Webhook system to deliver real-time interfacing to our clients.
• Deploying a PunchOut (cXML) connector so that our clients can interface their account to Coupa.
• Developing new features to broaden our interfacing capabilities (purchase requests, custom fields,...).
• Prototyping an ETL solution before productizing it as a dedicated solution for our SAP users.
• Training our employees on Postman and the internal API usage.
• Supporting Product Owners in designing features compatible with our API architecture.

Implementation Project Manager

LittleBIG Connection - Paris, France
Jan 2020 - Dec 2020 (1 year)

• Managing the full project life-cycle implementation.
• Leading workshops to collect our partners' needs.
• Identifying and analyzing project risks and dependencies.
• Acting as a Subject Matter Expert on SSO, REST APIs & PunchOut integration.
• Training operational teams on various technical topics through workshops and presentations.

Implementation Project Manager

Peopledoc - Paris, France
Aug 2018 - Dec 2020 (1 year and 6 months)

• Managing the full project life-cycle implementation.
• Leading workshops to collect client specifications and provide industry standards.
• Identifying and analyzing project risks and dependencies.
• Measuring project success and identifying improvements needed.
• Acting as a Subject Matter Expert on technical topics.

Technical & Functional Project Manager

Twenga - Paris, France
Jun 2016 - Jul 2018 (2 years and 2 months)

• Gathering and analyzing the use cases of the development teams.
• Shaping product features.
• Writing technical and product specifications.
• Ensuring project needs are delivered on-time & within budget.
• Participating in daily Scrum meetings, sprint reviews and retrospectives.

Technical Campaign Manager

Twenga - Paris, France
Sept 2015 - May 2016 (9 months)

• Managing twenty Adwords accounts: monitoring, analysing and optimizing the results.
• Launching the company's new campaign management solution: Smart SEM.
• Creating multiple analysis and monitoring interfaces for the same product.
• Team training in onboarding processes and using internally developed tools.
• Regular analysis and debugging of production systems.

Account Director

Capitaldata - Paris, France
Feb 2015 - Jul 2015 (7 months)

• Conception and pitch of custom solutions for our partners' needs.
• Coordination of the company's resources to deliver the customer's projects efficiently.
• Managing and training of the operational team (4 people).

Project Manager

Capitaldata - Paris, France
Jun 2014 - Dec 2014 (7 months)

• Creating retargeting campaigns using the behavioral data of our customers.
• Implementing custom multi-channels strategies (emailing, display, Facebook).
• Developing a web interface to allow customers to explore their data.