Sasha Tomova

Experience

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  Vodafone

  Oct 2016 - now

  ● Owning the end-to-end service with regards to the overall product lifecycle management; main point of contact for local markets and product owners for all service lifecycle topics● Defining the service support model based on ITIL®4 framework and implementing relevant service monitoring KPIs. Managing new product launches into Vodafone local markets using SAFe Agile, with focus on service introduction readiness, operations enablement, and monitoring and reporting ● Ensuring SLA targets are met throughout the product lifecycle, maintaining the quality of the service and managing regular service performance meetings with suppliers, local markets, product and development teams. Working closely with offshore operations team to ensure processes for incident, release & change management and ticket handling are well defined and followed through ● Analysing events, incidents and problems that affect service and platform availability, ensuring clear and timely communication to key stakeholders on such issues. Demonstrating strong data acumen and hands-on experience with reporting tools (Splunk, Tableau) to monitor and report on service performance● Seeking continuous improvements in systems and processes, in line with current practices, ensuring service assurance activities are executed and measures implemented for identified areas of improvement Show less ● Led onboarding of new local markets and integration of specific requirements by commercial teams and terminal vendors (Google, Samsung, Huawei); data owner of RCS tools and platforms; responsible for the consolidation and approval of service changes● Ensured platform performance and service availability, being responsible for RCS incident management and monitoring processes; proactively drove operational teams for in-life issue resolution within SLAs● Collated data on service KPIs, prepared and presented weekly management reports on service performance; provided visibility on lifecycle issues to product and development teams through Agile management tools● Monitored and analysed data records through analytics platforms, such as Splunk and Tableau, to determine trends and define underlying causes Show less ● Responsible for the consolidation and approval of service changes, leading problem and incident management and coordinating with operational support teams, commercial and terminals teams● Presenting weekly management reports on service performance, availability, and in-live issues● Working on a department-wide innovation platform - graduate project aimed at running a simple standardised process where innovative ideas are submitted by any employee, pitched to senior leaders, and developed until final product is delivered Show less

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