Mihail Stoitsov

Experience

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  Modis

  May 2016 - Apr 2020

  Problem Management is subject of major IT Service Management processes, presenting the certain linkage with most of them as Incident Management, Change Management, Knowledge Management and Release management. Managing Problem Management process, the Problem Manager utilizes proven analytical and troubleshooting skills to break down complex problems across the enterprise infrastructure to fix root causes. The Problem Management is focusing on two key areas: driving out problems to stabilize the managed infrastructure and looking to the future, analysing incident trends and patterns, and enacting processes to avoid most incidents occurring. • The Problem Manager is critical to the stabilization of the managed infrastructure and services.• To stabilize the environment the Problem Manager holds regular assessment of incident data to evaluate the impact to availability and stability and own the stability plan and/or identified problem records for the client. • The stability plan must contain a list of actions and owners who will execute the changes required to reduce the re-occurrence of the incidents or outages.• Using the Problem Dashboard allows the Problem Manager to understand the nature of issues and the history of specific systems to build up profile knowledge of outages and instability to target future actions. • Targeting the frequency of the incidents and the duration of the incidents allows targeted actions to make the biggest impact.• The Problem Manager can also own actions in the stability plan and/or problem record and drive them to resolution.• When solution is dependent on other functions, the Problem Manager works with the stakeholders to ensure corrective actions are taken.• Ultimately the success of the Problem Manager is in reducing the frequency of the customer and monitoring incidents. • Connect to the Problem Management Global Practice to contribute to and stay aligned with process best practices. Show less Incident Management process for priority 1, 2, 3 and 4 is striving to ensure fast restoration of all contractually agreed incidents, and to provide effective communication and coordination between DXC technical teams, DXC Delivery Management and Client management, following the responsibilities below:• Managing, keeping and utilizing of IMPACT solution/end-to-end incident lifecycle for priority 1, 2, 3 and 4 incidents monitoring, root-cause identification and invoking appropriate DXC technical teams, Account process roles to move incidents through the process, enabling and coordinating communication in-between• Driving resolution and avoidance of complaints related to incident lifecycle management• Providing input, reviewing DXC technical teams for performance improvement in order to drive process and knowledge base updates• Analysing open incidents and service requests for matching symptoms and multiple occurrences, linking with Outage, Problem and Change management• Integrating technical knowledge and commercial understanding to generate appropriate solutions for DXC and for clients. Mentoring and consulting with Process peers, Situation Managers, Third party organizations, Clients and Vendors on the most complex issues.• Swivelling tickets from ServiceNow to HPSM Backup Team Leader Role:o Quality assessment of the Incident Lifecycle Coordinators and the Incident Managers. Making sure that all processes and escalation paths are followed, all trackers are up to date, etc.o Asset Managemento Ensuring that all employees adhere to company policies and customer’s processeso Mentoring of new hireso Responsible for Paid Leave / Sick Leave forms and trackerso Preparing monthly time sheetso Actively participating in the implementation of new accounts. Show less • Monitor for incidents and service requests out of process and perform analysis or contact workgroup owner/supervisor until resolution. Track all root causes and actions. • Where needed invoke the appropriate support to move incidents through the process, enable and coordinate communication between different support teams.• Provide input to review teams for performance improvement, to drive process and knowledge base updates• Analyse open incidents and service requests for matching symptoms and multiple occurrences• Manage incident lifecycle utilizing the incident lifecycle report/IMPACT Solution• Review performance with account / service desk / supervisor and take action where required• Management communication Show less

  • Problem Manager

    Feb 2020 - Apr 2020

  • Incident Manager/ Backup Team Lead

    Feb 2019 - Feb 2020

  • Global Incident Lifecycle Coordinator

    Aug 2017 - Feb 2019

  • Technical Support Specialist

    May 2016 - Aug 2017
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  DXC Technology

  Apr 2020 - Oct 2021

  Account Operations Lead

  The Account Operations Lead is responsible for ensuring that the teams providing 24/7 technical support to our customers are operating according to expectations, as set in Service Level Agreement (SLA). Acting as the first point of escalation for any issues that the support team encounters. Offering direction and leadership to the teams, acting fast and effectively to ensure that current issues are dealt with accuracy and rapidness. With a deep understanding of the delivery and customer account team, assesses the evolving situation and acts accordingly to involve the correct level of technical or managerial resource to remediate the situation. Acts as DXC Account Support Team or Delivery Teams representative in communications with internal (DXC) or external (customer, vendor, supplier) stakeholders and actively participates in decision making on the behalf of DXC Account Support Team.• Owner of the end to end Service Delivery Management during the entirety of the shift• Providing operational guidance and management to a team of delivery engineers to provide Incident, Problem and Change Management and to ensure Service Level Agreement compliance and Security standards adherence.• Acts as trusted advisor and influencer.• Coordinating both internal and external escalations and allocating resources upon necessity.• Point of contact for immediate customer and internal complaints and compliments.• Account team and customer interactions• Suggests delivery and process improvement initiatives• Business Continuity Plan awareness Show less

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  Apex Group Ltd

  Oct 2021 - now

  Service Delivery Manager

  The SDM is the single point of contact for the management of the IT Services of the Apex IT Service. The SDM interfaces with the customer, delivery/project management, and all delivery resources. The SDM has a broad understanding of IT operations covering service desk, networking, server and storage.✓ Owner of all Service Desk Processes (Incident, Problem Change etc.), amend and create new processes where appropriate✓ Manage the service desk tools, enhance and innovate where appropriate✓ Deliver the service in line with the project budget✓ Maintain, monitor and improve services✓ Liaison to customer for escalations and service quality✓ Identify project risks and issues, maintain risk register and issues logs✓ Responsible for the efficiency and productivity of the service desk, regularly review the resource estimates and forecasts to support Service Delivery✓ Overall responsibility for the IT operations✓ Ensure that all operational procedures are executed✓ Responsibility for the testing and monitoring of all DR procedures✓ Focus on internal OLA’s and interdepartmental reports✓ Report on KPI’s and SLA achievements✓ Major incident reporting✓ Provide input/analysis on Staff Performance✓Maintain & monitor customer satisfaction levels✓ Present monthly service reviews to CIO✓ Responsible for CSAT survey✓ Coordinate activities for Change and Problem Management✓ Management of local and global suppliers✓ Develop and maintain professional relationships with vendors✓ Negotiate pricing and contract reductions where appropriate✓ Complete vendor assessment forms✓ Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections✓ Ensure project documentation is up to date✓ Own processes and ensure customer requirements are met✓ Ensure the adoption of Apex Processes and procedures across the acquired company, in line with the timelines of the transition project✓ Support client audits Show less

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  Imperial Brands PLC

  Apr 2023 - now

  Global Applications Manager

  The role is focused on the service delivery and operations management, new developments and projects, and support of business-critical IT applications and it’s vendors’ and suppliers’ performance and the delivery of managed services to satisfy the business needs.Key Responsibilities:Service Delivery and BAU/Operations:• Manage a team of engineers and developers to build and support business critical applications;• Be the SPOC and SME for the operational IT around business critical applications; • Ensures processes and procedures with vendors for continuity, Incident management, Problem management, Change management, Release and Deployment management and other ITIL processes;• Introduce best practices and operating procedures within the support teams;• Ensure new Demands are built, tested and handed over to Operations;• Responsible and accountable for the successful delivery of the functional targets;• Licensing;• Escalation point of contact;• Run Governance forums;• Continuous Service Improvement;Vendor Management:• Managing the set of contractual obligations and services with Outsource Partners;• Create new processes and eliminate complexity of existing solutions and processes;• Contract negotiations – scope, service levels, pricing, etc;• Staffing;• Performance;• Service Delivery and Continuous Service Improvement;Billing• Budgeting, Purchase Orders, Invoicing and Payments;Projects• Project Portfolio Management – creation, evaluation and optimization of the Project Portfolio of business critical applications;• Control projects and ensure they are delivered within time, budget and scope;• Project governance;• Ensure smooth Service transition to Operations;Strategy:• Ensure Business and IT share the same vision for business critical applications;• Build and execute IT strategy for business critical applications;Reporting:• Report on SLAs and KPIs;• Measure performance;• Initiate improvement plans where needed; Show less