Iliya Ivanov Email & Phone Number

Bulgaria

Sofia, Sofia City, Bulgaria

- Ownership, execution and continuous improvement of the Incident Management processes.- Resolving incidents through collaboration and data analysis.- Ensuring all incident records are clearly recorded, assessed, classified, prioritized, assigned and actioned appropriately.- Proactive communication and engagement with stakeholders.- Provide guidance and train IT teams to ensure incidents are managed correctly.- Ensure rigor and governance are sustained within ongoing incidents to support clear documentation and communication to customers.

Update the existing knowledge baseCreate knowledge base articlesEnd to end ownership of incidents with potential or actual business impactTroubleshoot system, network problems, diagnose and solve hardware or software faultsAnalyze and determine the symptoms of issues, which are resolved to the agreed SLAMonitor and maintain computer systems and networksDeliver service, support and series of actions to clients via remote connection or over the telephone, to help set up systems and resolve issues

Managing the support team schedule and working closely with the senior management Managing and organizing service visits on a tight deadline Updating the existing knowledge base with articles Creating new procedures based on recent software updates and changes Support the entire VSAT network of super yachts and mega yachts which includes TCP/IP routing, DNS, VPN

Education record

Bachelor'S Degree