Andrey Kiselev Email & Phone Number

Antalya, Turkey

Leading a 24/7 product support service for a payment processing platform, supporting a client base of ~300K and handling 35,000–40,000 monthly inquiries. Reporting directly to the CTO and collaborating with the CEO and other C-level executives, I oversee a team of 40 professionals across two tiers of support:- First Line Support: A team of 30, addressing end-user inquiries about product usage and transaction processing.- Second Line Support: A team of 10, focused on business metrics, technical troubleshooting, bug logging, data analysis, and onboarding new clients.Key Achievements:Employee Development:Introduced a grading and assessment system for hard and soft skills.Conducted comprehensive assessments for 40 employees in under a month.Process Optimization:Built robust processes for effective collaboration with development teams (OLA) and seamless onboarding of new product releases.Reduced average resolution time for 90% of inquiries by one minute through automation of user data retrieval.Service Excellence:Improved SLA performance:Time to First Response: Increased from 66% to 80% (target goal).Time to Resolution: Boosted from 60% to 97%.Automated handling of common issues and introduced self-service options, reducing engineer-handled inquiries by 30%.Bug Management:Streamlined bug processing by 10% through clear prioritization criteria and implementing a structured process for interactions with development and product teams.Impact:Under my leadership, the support team has achieved higher efficiency, streamlined workflows, and elevated customer satisfaction, contributing significantly to the company’s operational success and client retention.

Product Support Management for Software Developing Company.Reporting to: CTO, communication with CEO, C-level.Team Size: 35 employees.Client Base: Approximately 80 clients, handling 4 000 inquiries per year.Client Industry: Fintech, Retail, Telecom, Civil Services.Support Scope: SaaS and On-prem.Overview:Managed a 24/7 product support service for a software developing company (products - Database Management Systems (DBMS), which are based on open source projects such as Hadoop, Greenplum, Clickhouse, Kafka, and Nifi) comprising three departments.First Line Support:Team of 8 members providing common operations and monitoring.Second Line Support:Two teams of 20 experts (SQL and NoSQL DBAs) dedicated to troubleshooting products’ issues, performance optimization, finding workarounds for identified bugs, and product updates.Service management team:Whose members performed functions including service delivery, documentation preparation, administration, and development of the customer inquiry management system.Key Achievements:- Built and led a 24/7 customer support service from scratch.- Developed "Premium support service" and "DBA as a service" (resource and financial model, cost calculation calculator, price list, SLA, customer documentation).- Developed a staffing calculator to streamline service cost estimation, reducing calculation time by 50% and cutting costs by 15% through enhanced accuracy.- Implemented a knowledge management process that reduced processing costs for common inquiries by over 25%, achieved through customer self-service and faster access to internal information.- Developed and implemented a CMDB to account for all installations of the company's products.Enhanced engineer efficiency by 15-20% through automation of routine operations.- Implemented a grading system and assessment for both hard and soft skills of employees.- Put together and grew an incredible team with the lowest employee turnover rate in the company.

Moscow, Moscow City, Russia

Outsourcing IT services for corporate customers.Reporting to: Head of IT services department, communication with CEO, C-level.Team Size: 150 employees.Client Base: Approximately 30 clients, handling 5 000 inquiries per month.Client Industry: Finance&Banking, Retail, Civil services, Oil, Mining.Support Scope: Service Desk, End user support, Cloud services support (IaaS, SaaS), Support of high loaded systems.- Providing support services for customer's IT infrastructure (government web portals, cloud providers, servers (Win/Linux), end-user support).- Unit Resource Management (up to 150 employees).- Improving the efficiency of service delivery processes, resource management processes.- Calculation of the service delivery model on the presale stageImplementation of internal projects.Key Achievements:- Distributed 24/7 technical support services for 30 B2B clients, handling 5,000 monthly inquiries by 150 employees within 4 departments.- To fulfill contractual obligations on time, completed the migration of support services from the customer across two major regions (over 30 and over 100 people).- Enhanced the pre-sales process, reducing service costs by 10-15% through improved estimation quality.- Conducted internal training sessions (ITIL processes for support services, organization of support processes within the company).- Carried out a growth system for technical support staff (across 3 departments, over 150 people).

Moscow, Moscow City, Russia

Outsourcing IT services for corporate clients.Reporting to: Head of IT outsourcing business unit.Team Size: 250+ employees.Client Base: Approximately 20 clients, handling 10 000 inquiries per month.Client Industry: FMCG, Finance&Banking, Pharma, Retail, Telecom.Support Scope: Service Desk, End user support, Infrastructure support.- Development of the direction of technical support services, responsibility for profitability, and increase in the volume of projects in the direction (projects for the provision of technical support services, ServiceDesk based on a distributed contact center, service center services).- Responsibility for interaction with Customers at the strategic/tactical level.- Organization of production processes of the department 250+ people.- Implementation and optimization of internal projects.Key Achievements:- Promoted from engineer to support head and department director within three years (2008 - 2011).- Provided support for 20 B2B customers, handling 10,000 monthly inquiries by 250+ employees within 6 departments.- Controlled the outsourcing migration of customer support services (30+ employees).- Reduced personnel costs by 30% by a call center transfer (200+ employees) from Moscow to Samara within 3 months.- Integrated a remote team of 20 individuals by developing a management system, recruitment process, standard contracts, and a motivation and compensation system, leading the market in this innovative approach.- Implemented a growth system for staff (across 5 departments, 250+ employees).- Established and conducted training for employees on general and change management.

Moscow, Moscow City, Russia

Overview:- Led a team of 30 engineers and system administrators (20 in the Moscow region, 10 in a distributed team).- Provided workstation and infrastructure support services for multiple enterprise clients.- Managed a regional partner network of about 50 partners.- Organized and provided outstaffing services for 10 application support engineers (SQL, monitoring) for a bank.- Conducted presales of technical support services.- Provided support services for a banking application for one of the largest banks in the country.Achievements:- Prepared over 20 technical support service proposals, 5 of which were successfully implemented.- Approximately 10 team members received promotions within the company.

Moscow, Moscow City, Russia

Overview:- Led a team of 20 engineers and system administrators (10 in the Moscow region, 10 in a distributed team).- Provided workstation and infrastructure support services for multiple enterprise clients.- Implemented a support service project for a banking application for one of the country's largest banks.Achievements:- Successfully recruited approximately 40 engineers within 2 months to support the banking application.- Organized the process of on-site client issue resolution for a team of 20 people.

Moscow, Moscow City, Russia

Overview:Support for user workstations and infrastructure for multiple enterprise clients.Windows, Mac, AD, HP SM, CiscoAchievements:Conducted an assessment of the client's engineers' competencies for further training of outsourced engineers;Deployed training environments replicating the production system of Application and MSSQL;Managed the onboarding and training process for 15 new engineers.