Martina Dimitrova Email & Phone Number

Bulgaria

- Manage the end to end NSSR process from receipt of a service request through proposal, approval and delivery- Implement and operate best practice in terms of standards and process within NSSR- Identify and leverage appropriately skilled resources for the completion of service request proposals- Work with client requestor(s) to scope and qualify new service requests and prepare proposals- Facilitate daily triage calls to review and assign new requests, engage appropriate solution teams when needed; and track action items for prior new requests that came into the queue previously until completed and closed out.- Ensure the solution and business case is satisfactorily defined and accepted by the customer- Support the analysis of NSSRs to determine feasibility as standard service requests- Prioritize workload based on business rules and contractual commitments- Complete assigned requests and update status to enable reporting- Follow appropriate Quality Assurance processes- Meet all relevant Service Levels (e.g SLO , SLA etc)- Apply analytical skills for performing data analysis, data enrichment and performance management to ensure accurate data maintenance for business reporting.

Bulgaria

- Responsible for reporting the daily performance of the team and distributing the information to SDS, SDM,ODM and Team Leaders- Ensure that services are delivered according to the Service description (SLO&SLA)- Coach and help team members to maintain good KPIs- Facilitate problem solving and collaboration- Escalate issues which cannot be resolved- Recognize and celebrate team and team member accomplishments and exceptional performance- Keep the Team Leader informed of task accomplishment, issues and current status of team performance- Manage the flow of day-to-day operations

Sofia, Bulgaria

- Handling incoming incidents via phone / e-mail promptly and effectively - First call resolution and properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call - Diagnosing and resolving a wide range of technical related issues - Ensuring that all call details are captured and that clear updates and closure notes are maintained in the call logging software - Managing Incidents through to resolution with a high degree of ownership - Escalating to IT supervisor / Coach / Team Leader any issues where a resolution may be delayed or is not clear - Using effective Q&A with customers to obtain detail for the issue to explore if escalation across teams is required - Working in a highly professional, team oriented environment

Master'S Degree

Bachelor'S Degree