Atanas Milenkov

Experience

• 

  Concentrix

  Jan 2016 - Sept 2017

  - Being responsible for a team of 40 Incident Managers, organizing, monitoring and mentoring their day to day business activities. - Scheduling an action plan for daily shfts workflow. - Providing information and best practise advices in regards to process related activities such as case handling, customer and engineer communication.- Managing the case distribution alongside Sofia`s site CritSit team.- Working in close collaboration with Microsoft FTEs, Microsoft CritSit project leads from around the Globe.- Providing daily shift reports to the CritSit Operations Management. Show less - Driving the management of business critical/down situations for Microsoft Premier customers and Premier Mission Critical customers across the globe.- The role requires global engagement and working within multiple cultures on a daily basis.- Tipically working in core "business down" situations across all business sectors.- Acting in constant collaboration with Microsoft engineers, Duty managers, Technical Account managers, coordinating and monitoring their actions during the whole critical situation/business down process. Show less

  • Shift Leader, Microsoft Critical Incident Management and Escalations project

    Jan 2017 - Sept 2017

  • Critical Incident Manager, Microsoft Critical Incident Management and Escalations project

    Jan 2016 - Jan 2017
• 

  GTT

  Sept 2017 - Sept 2018

  Service Assurance Manager

  -Acting as a primary internal/external Management Escalation point within Service Operations.-Being responsible for ensuring that all standard operational processes and procedures are adhered to in order to meet external SLA’s, achieve defined KPIs.-Monitoring, mentoring and coordinating the actions of associated and involved support teams and companies (engineering, regional operations, supplier management and customer) in order to deliver optimum results for Interoute’s customers.-Providing mentoring and guidance for Customer support staff on good customer service practice and Standards.-Participating in customer specific process development and documentation. To includecustomer or network specific sensitive programs.-Working with Engineering, OLO Management and other teams to proactively/reactively identify problems from vendors and third party network providers that could impact the Interoute network and services and managing these through the Problem Management program.Also responsible for for the following processes within Service Operations:-Incident Management (escalated)-Request fulfillment (escalated)-Change management (escalated)-Problem Management-Problem Management Reporting Show less

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  Tek Experts

  Sept 2018 - May 2019

  Subject Matter Expert, Microsoft Critical Incident Management and Escalations project

  • Being responsible for day to day operations management of a team of Critical Incident Managers.• Supporting talent acquisition to select and interview new team members.• Working with operations manager for project needs, new implementations, on team training and new hire/selection.• Identifying, training, managing and developing client facing Critical Incident Managers.• Planning, creating and delivering training in person for our teams and supporting content for our learning management system.• Collaborating with the training and development team to ensure success of any training completed and update where necessary.• Meeting with engineers weekly, review what works well and what needs improvement.• Working with our team towards certifications and develop additional content creation for our agents.• Compiling feedback on current processes from entry level to technology lead. Show less

• 

  The Coca-Cola Company

  May 2019 - now

  Overseeing the IT Infrastructure Integrations for Coca Cola`s Global Venture- companies, acquired throughout the years. Responsible for developing and executing integration strategies, managing teams, complex projects, and ensuring seamless integration of new technologies. Involves collaboration with cross-functional teams, vendor management, budget management, stakeholder management and ensuring compliance with security and industry standards. Responsible for leading and overseeing a team of IT service managers to ensure the efficient and effective delivery of IT services to the organization. Setting team goals and objectives, developing and implementing strategies to meet those goals, and monitoring team performance. Responsible for providing guidance and support to the team, managing team budgets and resources, and ensuring compliance with company policies and procedures. IT Service Management including, but not limited to:- Major Incident Management- Problem Managment - Change Management- Event Management IT Service Management including, but not limited to:- Major Incident Management- Problem Managment - Change Management- Event Management

  • Senior Manager, IT Infrastructure Integrations - Global Ventures

    Mar 2024 - now

  • Team Manager, Systems Management Center (SMC)

    Mar 2023 - Mar 2024

  • Senior Duty Manager, Systems Management Center (SMC)

    May 2020 - Mar 2023

  • Duty Manager, Systems Management Center (SMC)

    May 2019 - May 2020