Vasil Kolchev

Experience

• 

  Tek Experts

  Nov 2015 - Oct 2023

  Managing 150+ Software Support Engineers• Being SPOC for the client;• Leading the Technical organizaiton in Bulgaria - Customer & Premium Support• Being responsible and accountable for meeting all KPIs and contractual agreements on monthly basis;• Ensuring operational efficiency and high quality of the service delivery;• Performing deep analysis on business optimization and cost effectiveness;• Preparing and leading MBRs and QBRs;• Elaborating strategical and financial planning 30/60/90 for the account;• Managing performance and succession planning;• Mentoring, coaching and developing future middle management layer;• Defining staffing needs based on the forecasted volume;• Proposing business improvement plans for resources utilization, for improvement of results and highermembers’ motivation;• Developing and implementing bonus plans, incentives and initiatives that are impacting positivelyoperational efficiency;• Defining people and knowledge retention initiatives;• Organizing and leading different internal/external people engagement activities;• Participating in the hiring process and making sure the right person is on the right place;• Leading group coaching sessions;• Providing data analysis on operational and procedural optimization;• Ensuring the adherence to company policies and procedures and recognition of the company’s values. Show less • Leading a team of 30 Technical Account Managers and Named Support Engineers, ensuring that world class technical support and customer experience is delivered to the Premium customers.• Responsible for reviewing and approving new deals and contract renewals within the EMEA Premium organization.• Preparing and participating in Monthly Business Reviews with the senior leadership.• SPOC for the Premium Business in EMEA.• Aligning the goals and objectives with the customer and setting them to the team • Participating in meetings with customers when a deal is at risk or there are upsell opportunities • Performing regular performance reviews and coaching sessions with all employees• Successfully developed and implemented the first employee recognition program in the company Show less • Managing the day-to-day performance of 25+ engineers with regards to productivity, SLA’s, customer satisfaction and efficiency • Managing the team dynamics and ensuring that all team members have the needed tools and support to reach their objectives• Managing the availability and the utilization of resources • Setting the team objectives and priorities• Conducting Performance Reviews and regular Face-To-Face meetings• Preparing the team schedules and vacation planning • Developing and implementing initiatives that positively impact operational efficiency and employee morale• Handling customer escalated issues • Participating in the recruitment of new engineers • Preparing PIPs and SIPs when required Show less • Take technical elevations coming from L1• Troubleshooting software issues related to Micro Focus LoadRunner and Performance Center through emails, phone calls and remote sessions (WebEx / HP Virtual Room / Skype for Business).• Help and guide customers through product upgrades, software migrations and implementations of customization.• Troubleshoot Networking, OS and Active Directory issues• Be the bridge of contact between L1 and L3 when needed• Handling premier customers and hot cases• Collaborate with other team members to provide high quality support• Present a positive, effective and flexible contribution to achieving team targets and objectives• Meet all personal targets set within the company• Be part of the Queue Monitoring when requested and ensure accomplishment of SLAs• Mentor L1 engineers • Make daily Side-By-Side sittings with L1 engineers• Provide training to the team members when requested Show less • Handling cases in an internal ticketing system, by following strictly all the rules defined in the SLA of each separate case• Troubleshooting software issues related to Micro Focus LoadRunner and Performance Center through emails, phone calls and remote sessions (WebEx / HP Virtual Room / Skype for Business).• Help and guide customers through product upgrades, software migrations and implementations of customization.• Identify and escalate situations requiring urgent attention, understanding business impact and priorities• Work with client’s teams to help to reach agreed KPI’s including CSI, quota, and independence targets• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated timely and every effort is made to make service levels• Meet all personal targets• Be part of the Queue Monitoring when requested and ensure accomplishment of SLAs• Provide training to the new employees in the team Show less

  • Sr. Manager - Premium Support & Customer Support

    Jan 2022 - Oct 2023

  • Premium Support Manager

    Jun 2019 - Jan 2022

  • Service Delivery Manager

    Apr 2017 - Jun 2019

  • Senior Software Support Engineer

    Sept 2016 - Apr 2017

  • Software Support Engineer

    Nov 2015 - Sept 2016
• 

  TeKnowledge

  Oct 2023 - Feb 2025

  Global Manager, Partners & Alliances

  • Partner EcoSystem development; • Developing and cultivating long lasting partnerships with strategic partners such as Broadcom, SAP, Microsoft;• Developing and executing strategic plans in collaboration with internal stakeholders to leverage the partnerships full potential;• Identifying new business opportunities and revenue streams, and actively pursuing them to expand the partnership's reach and impact;• Collaborating with internal teams, including sales, marketing, and delivery, to develop joint business plans, GTM strategies and drive partner alignment with organizational goals;• Negotiating and establishing mutually beneficial contracts for sustainable partnerships;• P&L Management and partner product pricing• Leading the BU's end to end purchasing process Show less

• 

  OpenText

  Feb 2025 - now

  Sr. Manager, Technical Support