Niko Todorov

Experience

• 

  William Hill

  Aug 2016 - Oct 2020

  Responsible for providing 1st, 2nd and 3rd line support to all internal and external William Hill IT users. Managing all issues from receipt through to resolution within defined service and operational levels on behalf of the user, the role holder works closely with the Problem team to resolve and prevent re-occurrence of issues.

  • Incident Analyst

    Sept 2017 - Oct 2020

  • Customer Service Representative

    Aug 2016 - Sept 2017
• 

  PokerStars

  Oct 2020 - Jun 2021

  Incident Management Specialist

  As a valued member of a newly established team, I showcased unwavering reliability and a strong commitment to proactive contributions. Throughout my tenure, I've bolstered my expertise in the product and monitoring aspects, enhancing my overall confidence and product knowledge.

• 

  OpenTag

  Jun 2021 - now

  Lead Incident Manager

  I had the pleasure of building the entire incident management process, policies, and team from scratch. I am responsible for overseeing a team that provides around-the-clock incident and release support. I have implemented the best proactive monitoring practices and introduced in-depth incident root cause analysis and reporting to management, which has been one of my biggest accomplishments.