Kiril Tian

Operational Excellence & Team Setup: Built and structured a multi-tiered Technical Support department (L1/L2/L3) from scratch, scaling operations to support B2B clients. Drafted and successfully enforced Technical Support Standard Operating Procedures (SOPs) and KPIs, ensuring consistent service quality and strict SLA compliance. Spearheaded the design and integration of a centralized Knowledge Base within the department. Incident & Escalation Management: Developed and deployed an end-to-end Incident & Ticket Management process. Architected a critical escalation management framework, establishing structured cross-functional interaction protocols for handling high-priority enterprise account issues. Cross-Functional & Strategic Value: Bridged the communication gap between Technical Support and R&D teams, implementing a seamless feedback loop to accelerate bug tracking and influence the product roadmap. Optimized engagement and relationship management workflows for B2B accounts, elevating overall customer satisfaction (CSAT) scores. Designed and launched a dedicated Premium Service Support tier for strategic customers, creating a new value stream and strengthening long-term client retention.

Team Leadership & People Management Led and mentored a high-performing team of networking engineers and service managers, fostering a culture of accountability and continuous professional development. Optimized resource allocation and workload distribution across the team to ensure consistent delivery of premium support services. Account & Service Delivery Management Owned end-to-end service delivery (including Professional Services) for strategic telecom and banking enterprises, ensuring strict SLA/OLA compliance. Served as the trusted single point of contact (SPOC) and executive escalation point, building strong partnerships with customers on all levels up to CTO. Chaired regular Backlog Reviews and Quarterly Business Reviews (QBRs) to align technical delivery with client business objectives. Risk Mitigation & Technical Excellence Drove proactive operational health by systematically identifying and informing clients about critical vulnerabilities, software bugs, and hardware risks. Orchestrated complex critical escalations, collaborating seamlessly with Technical Support (TAC), software developers, and Escalation Engineering to expedite root cause analysis (RCA). Designed and executed customer enablement initiatives, delivered tailored technical training programs that reduced inbound ticket volume. Business Growth & Retention Secured multi-million dollar revenue streams by directly managing and successfully executing premium service contract renewals. Identified upsell opportunities through deep understanding of customer networks, bridging the gap between technical needs and commercial solutions.

Team Leadership & People Management Led and mentored a high-performing team of networking engineers and service managers, fostering a culture of accountability and continuous professional development. Optimized resource allocation and workload distribution across the team to ensure consistent delivery of premium support services. Account & Service Delivery Management Owned end-to-end service delivery (including Professional Services) for strategic telecom and banking enterprises, ensuring strict SLA/OLA compliance. Served as the trusted single point of contact (SPOC) and executive escalation point, building strong partnerships with customers on up to mid management level. Chaired regular Backlog Reviews and Quarterly Business Reviews (QBRs) to align technical delivery with client business objectives. Risk Mitigation & Technical Excellence Drove proactive operational health by systematically identifying and informing clients about critical vulnerabilities, software bugs, and hardware risks. Orchestrated complex critical escalations, collaborating seamlessly with Technical Support (TAC), software developers, and Escalation Engineering to expedite root cause analysis (RCA). Designed and executed customer enablement initiatives, delivered tailored technical training programs that reduced inbound ticket volume. Business Growth & Retention Secured multi-million dollar revenue streams by directly managing and successfully executing premium service contract renewals. Identified upsell opportunities through deep understanding of customer networks, bridging the gap between technical needs and commercial solutions.

Years of experience in the telecommunications manufacturing sector, including a proven track record at Nortel Networks.  Adept at steering high-stakes, multi-million dollar projects (up to $120M USD) across full lifecycles, including greenfield deployments, network extensions, complex migrations, upgrades, homologation, and New Product Introduction (NPI) programs.  Exceptional leader of cross-functional, multicultural teams in highly matrixed environments, successfully collaborating across North America, LATAM, EMEA, and APAC.

- Managing complex wireless and wireline new deployment, extension and migration projects - Managing product certification / type approval projects - Supporting New Product Introduction Program - regional PM support - Managing and supporting channel partners

- Securing regional mobile networks integration projects - Building and executing Acceptance Tests Plans - Managing issues and escalations

GSM BSS and Packet Core subsystems: - integration and acceptance - technical support

- Network monitoring and L1/L2 support - Last mile routers set up and configuration