stoychev

* Leading a team of 20 people consisted of several subteams located in Bulgaria. * Accountable for the SLA achievements * Monitor and improve process adherence for all ITIL processes * Actively participating and coordinating activities related to Major outages * Participating and Leading parts of ongoing technical projects * Supervise the execution of Change Management tasks assigned to the team * Report to the Division Director and the Senior Management * Develop and implement service improvement plans * Organize, monitor and adjust accordingly the team utilization * Responsible for achieving the cost reduction targets * Act as an escalation point and closely monitor the client satisfaction * Coordinate the work of both first and second level of support

* Leading a team of 36 Incident leads spread across Europe. * Report to the Service Management Director and the Senior Management * Accountable for achieving the required service coverage for all EMEA clients * Plan and develop talents in the team * Design and implement the Incident Management portfolio of services and enroll them to all accounts in EMEA. * Manage and lead the Incident Management transformation program in Europe region * Utilize Lean Six Sigma practices in order to achieve the cost reduction targets * Plan, Monitor and adjust the utilization of all resources in the region. * Control the SLA and KPI achievements for all supported accounts * Drive service improvement initiatives for the supported accounts * Complete and provide the annual performance review for every team member

* Leading the Standard Incident Management team consisting of five people * People and process performance monitoring and remediation * Coordinate and adjust the team utilization * Managing team administrative tasks * Performing as Process lead for the very complexed deals * Initiate and participate service improvements within the supported accounts * Accountable for achieving the agreed service levels

* Acting as QA, Team lead and Training specialist * Leading a team of new hires (usually between 8-10 ) throughout their trial period * Organizing and Leading technical and soft skills training of the newly hired employees * Quality assurance and performance monitoring of the technical support agents.

Provide quality verbal and written support to client end users - Provide L2 Technical support to client users

* Regional Subject Matter Expert * Lead Service Improvement plans from company and client locations * Work with client and vendor teams toward achieving effectiveness and efficiency * Lead Intensive care initiatives for specific problematic accounts. * Drive cost effectiveness for the European region * Project Management for one for service management improvements * Travel abroad and meet with clients as part of complaint and escalation management * Review of all new deals and proposals from Incident management and delivery perspective in order to align them to the global and ITIL standards * Review and approve the Incident Management process documentation for all new and existing deals * Lead and coordinate Process improvements and Intensive care initiatives for all deals within the European region * Own and lead the training of all new Process Managers

* Communicating with company administrators and Microsoft Partners which were using Office 365 and/or in-house Active Directory environment which may or may not include Microsoft Exchange servers and need technical assistance in establishing a specific configuration or resolving an incident. * Troubleshooting mail flow issues, DNS configurations and Active Directory synchronization with Office 365. * Troubleshooting Exchange Online, Lync Online, Sharepoint Online and the whole Microsoft Office package. * Mentoring the new hires in the team and assisting them with the complicated cases.

* Leading a team of 8 people working as a part of the corporate IT Service desk. * Act as a Process owner and Incident manager dealing with the most urgent and complicated cases. * Monitor the performance of everyone in the team by using various reporting tools and provide feedback face to face to each one of the technicians. * Organizing the monthly schedule for the agents and preparing the monthly taxi voucher expenses report for the finance department.

* End-to-end responsibility for the Incident Management Process for a specific client * Preparing and coordinating Service Improvement Plans * Trend analysis and big data management * Updating process documentation * Face to face Client management and result presentation * Service level management * SLA and SLO management * Continuous Service Improvement * Process optimization for the supported accont(s)