Ivan Ivanov Email & Phone Number

Sofia City, Bulgaria

The Network Operation Center (NOC) manages and maintains Interoute's pan-European network.- Use of network tools to monitor core network and customer services.- In depth work with latest SD-WAN solutions from vendors like SIlverpeak and Velocloud. - Proactively initiate incident management process.- Perform diagnostics on all IP network and customer faults.- Generate action plans to troubleshoot all IP network and customer faults.- Track the incident management of proactive and reactive issues through the Trouble Ticket system.- Management and Technical escalation of Trouble Tickets in line with process.- Coordinate NOC activities with local Field Operations and Vendor/Supplier representatives to diagnose and fix faults across a pan-European network.- Liaise with customer representatives to progress fault resolution.- Support local Field operations with maintenance activities.- Physical Security Monitoring

Sofia

Main Responsibilities:• Analysis of Incidents and Change Failures to identify problem trends and chronic issues.• Work with Capacity & Performance owners to identify trends and proactively propose and load changes to overcome possible risk to services availability.• Communication with technology owners.• Facilitation of plans to reduce problems in the environment, eliminating defects, shorten recovery times - time to restore (TTR), reduce impacts and drive efficiencies.• Analysis of timelines for gaps and improvement opportunities.• Act as a primary communication Operational interface, across GTT Business, for problem management escalations.• Ensuring quality and in-depth root cause reviews occur.• Developing, assigning, and tracking actions to appropriate parties as part of the root cause and post mortem reviews.• Ensuring appropriate actions are created to prevent problem from recurring.• Ensuring appropriate actions are created to resolve process or documentation issues that could contribute to longer TTR.• Facilitating post-implementation reviews to validate changes intended to resolve problems, known errors, and associated incidents are completed and properly documented.• Communication with Incident and Change management to ensure related incidents are updated accordingly.• Working with lines of business to develop valid actions to reduce impact and/or TTR for GTT Platforms and Services.• Working with GTT technology owners, Operations Managers to ensure the Problem Management process is executed comprehensively along with improvements to reporting, trending and analysis of problems.

Sofia

Main responsibilities:• Build excellent relationships with operational and non-operational counterparts within the company. • Work with internal teams to identify problems from vendors/providers that could impact the company network and services and manage these through the Problem Management program. • Active participation in customer specific process development and documentation.• Act as the first point of escalation for all customer incidents. • Drive incident resolution to service SLA and MTTR targets. • Own and manage the progress of customer Incidents/Problems within Operations until resolution.• Manage internal meetings to track and drive Customer Incident handling.• Provide detailed post-incident reports to customers with internal information and reports obtained from third party suppliers/vendors.• Acts as an extension of the customer approval board for request type definition and SLA adherence. • Review and manage customer change requests including request change scheduling and project management support.• Conduct Post Incident Reviews and drive operational improvement from the results.• Manage problem records and develop mechanisms for problem analysis from operational reporting data• Deliver regular and ad-hoc customer reports to agreed standards and timescales.• Deliver weekly and monthly reports on problem management across all functions • Manage a Known Error database. • Ensure problem management is run across incident, change & maintenance programs. Manage general programs of operational improvement: • Handle customer improvement programs. • Work with operation centers & planned works team to define common root cause that could be affecting multiple customers.

Bulgaria

- Forward Plan the release windows and cycles across a portfolio- Manage risks and resolves issues that affect release scope, schedule and quality- Measure and monitor progress to ensure application releases are delivered on time and within budget, and that they meet or exceed expectations- Coordinate release content and effort based on the service request backlog, pending service requests, third party applications, or operating system updates- Communicate all key project plans, commitments, and changes including requirements, QA plans, schedule, and scope changes- Manage relationships and coordinate work between different teams at different locations- Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews- Produce Deployment, Run Books and Implementation Plans- Weekly Release Reporting- Communicate release details and schedules to the Business as required- Negotiate, plan and manage all release activities- Work with release engineers to understand impacts of branches and code merges- Maintain the release schedule for all core services and ensure alignment across key partners and vendors.- Continually work towards making improvements in the release process- Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists.- Develops scripts and automation tools used to build, integrate, and deploy software releases to various platforms- Participate in CAB meetings to discuss release scope and/or roadblocks- Maintains a release repository and manages key information such as build and release procedures, dependencies, and notification lists- Researches new software development and configuration management methodologies and technologies and analyzes their application to current configuration management needs

Sofia

- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc- Motivate and encourage agents through positive communication and feedback. Being available to affect the entirety of the team's operations differentiates a supervisor from senior management- Performing at least one monitoring evaluation with each agent every month.o Reviewing the agent's performance with the agent. Use a formal monitoring checklist.o At the conclusion, copy the checklist and put it in the agent's file- Acts as the key point of escalation (handling the most complex customer complaints or enquiries). - Makes recommendations on process flow and improvement process plans.- Keep track of attendance, daily statistics, paid time off, sick time, etc- Administer training programs for new hires and existing staff- Provides input on newly hired employees, disciplinary issues and firing decision

Sofia

- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc- Motivate and encourage agents through positive communication and feedback. Being available to affect the entirety of the team's operations differentiates a supervisor from senior management- Performing at least one monitoring evaluation with each agent every month.o Reviewing the agent's performance with the agent. Use a formal monitoring checklist.o At the conclusion, copy the checklist and put it in the agent's file- Acts as the key point of escalation (handling the most complex customer complaints or enquiries). - Makes recommendations on process flow and improvement process plans.- Keep track of attendance, daily statistics, paid time off, sick time, etc- Administer training programs for new hires and existing staff- Provides input on newly hired employees, disciplinary issues and firing decision

Sofia

- Responding to inbound technical service requests and issues over the phone and email- Providing help on installation, configuration, operation and troubleshooting for small to medium networks.- Daily use of internal/external knowledgebase articles related to the client queries. - Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc- Acts as the key point of escalation (handling the most complex customer complaints or enquiries). - Act as deputy Team leader when required.

Sofia

- Responding to inbound technical service requests and issues over phone and email- Providing help on installation, configuration, operation and troubleshooting for small to medium networks.- Daily use of internal/external knowledgebase articles related to the client queries. - Ensuring proper handling of processes and procedures and proper tracking of the troubleshooting steps on different cases

Bachelor'S Degree, Public Administration

Main subjects: - Financing - Management - Accounting - SWOT analysis

High School, English, Information Technology, Mathematics,