Ivan Kirilov Email & Phone Number

Bulgaria

Bulgaria

Sofia, Sofia City, Bulgaria

Main Responsibilities - Lead a team of up to 10 engineers; act as support for complex and escalated cases - Escalation point of contact for the GTT customer base in case of incidents, requests or other information that is required by a customer - Track team performance, prepare quality checks, create work reports, provide feedback to team members - Provide training to new starters and when needed - Support the team in the day-to-day work as needed. Able to receive, log & handle incoming calls, emails, portal requests and instant chat requests within SLA/KPI targets - Able to provide a First Time Fix (FTF) of between 80-85% in cases handled - Manage customer communication professionally, efficiently and with excellent communication skills and set realistic and achievable resolution timeframes. Strong customer advocacy - Support and collaborate with higher level technical teams - Understand, support and manage to key SLA’s -Log, follow up and escalate faults with external suppliers

- Complete ownership over tracking, prioritizing, investigating and resolving clients’ service requests/incidents.- Providing first-line investigation and diagnosis using approved tools, systems and procedures.- Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.- Ensure communication at all times is clear, concise, meaningful, professional and efficient.- Escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales, or are out of Service Desk/1st Line scope, to the next level technical team.- Escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs on managerial level.- Identify need for Problem Management for reoccurring Incidents/Events.- Coach/guide ‘Service Desk Engineer – Junior’ and ‘Service Desk Analyst’.

Bachelor'S Degree, Telecommunications Engineering

Computer Software Engineering