Atanas Yonchev

Experience

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  HP

  Apr 2007 - Nov 2014

  Senior MSSQL Database Administrator

  Administering Microsoft SQL Server versions: 2000, 2005, 2008, 2012; Microsoft Windows Server 2003/2008/2012 operating systems Managing Database Availability, Storage, Data, Memory, PerformanceUpgrades, Migrations;HA/DR solutions: MS Cluster, Database Mirroring, Log shipping, SQL replication;Participation in transformation projectsLeading transitionsOrganization of deliveryLeading complex changes

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  Hewlett Packard Enterprise

  Feb 2013 - Apr 2016

  Team Lead

  As a TL my responsibilities include:- People management- Resource management- Ensuring high service excellence, achieved team SLAs and KPIs- Escalation Management- Operational Management- Team Leadership- Team productivity - New business on-boarding- Shift Coverage and Compliance- People, team and portfolio development

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  IBM

  Apr 2016 - Jun 2018

  Service Delivery Manager (Network Team Manager)

  * Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans to assigned resources * Assume management responsibility and delivery for the team, including adherence to all manager responsibilities associated with support delivery processes * Be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions * Create business policies and operational guidelines as per the need * Resolve service and team/employee issues and set long term development plans * Responsible for delivery of highly visible services that contribute significantly to the achievement of customer satisfaction, cost, expense and other business objectives * Lead and direct the team to achieve/exceed KPI’s and SLA’s. * Work with the team in providing coaching, mentoring and address team’s performance * Manage and take ownership of escalated customer situations following defined management processes * Recommend innovative ways to improve productivity and reduce costs * Take new actions within & across teams, to improve quality and share best practices * Collaborate across multiple teams for process improvements and standardization * Act as a catalyst to drive adherence to all aspects of the support delivery processes Show less

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  DXC Technology

  Jun 2018 - now

  The IT Account Operations Manager is an important function bringing together all RUN Delivery activities to the account and the customer. The position holder acts as the customer facing delivery SPOC (Single point of contact) and ensures accountability in the delivery model.Working across delivery teams to ensure Service Level Agreements (SLAs) are consistently metOn large clients working as a part of an IT Account Operations Manager team with a designated focus on a specific client division(s) or service segmentsInterfering with 3rd parties delivering RUN services to the account whereas agreed and applicableProvides leadership, direction and timely updates on account changes and shifted priorities to the service delivery organizationContributing to the account margin by driving recommended cost management activities, productivity programs and delivery consolidation footprintSupporting the penetration of Standard Reference Architecture toolset to the account infrastructure environment to maximize efficiency and minimize risksThe IT Account Operations Manager is the escalation point for high severity incidents. Leads escalation and restoration process until resolution is achieved. Leads incident reviews for major outages.Working as a IT Account Operations Manager I have line of sight to the customer provided services and represent the single interface to the Account Delivery Lead for those services.The IT Account Operations Manager role is a key part of the Account Delivery Engagement team and will advise the ADL and the customer on recommendations for infrastructure and service improvements enabling the account to meet designated targets and demonstrate the innovation DXC brings to our customers.As IT Account Operations Manager I do have end-to-end accountability for customer service across regional boundaries. A primary target is meeting Contractual Service Level Agreements. Show less As an Account delivery manager I am engaged to apply advanced subject matter knowledge to solve complex business issues and I am responsible for the overall delivery commitments to Fortune 500 list customer. Frequently contributes to the development of new ideas and methods. Work on complex problems/projects where an in-depth evaluation of multiple factors is required. Provide expertise to functional project teams and help in cross-functional initiatives. Represents the organization to external customers. Provide mentoring and guidance to lower level employees.• Single point-of-contact and accountability for sold services to the customer• Ensures accountability in the delivery model• Support central footprint via delivery consolidation• Maintains all Run-related risk documentation and ensures SLA and Contractual agreements are communicated to the delivery team and metLeads Daily Operations Meeting to ensure services are running and communicating high priority incidents and outages clearly to the delivery leads providing support to your service• Leads critical incidents resolution across service. Single point of accountability for RUN services in the Critical Incident Handling Process.• Reviewing resource planning & labor tracking in conjunction with the Delivery Managers• Works across delivery teams to be the single service owner responsible for meeting service contractual SLA• Provides leadership and direction to the service delivery organization for the represented• Acts as the principal contact for operational and tactical issues representing delivery of services to the customer Show less

  • IT Account Operations Manager

    Jun 2018 - now

  • Account RUN Lead (Account Delivery Manager)

    Jun 2018 - Oct 2021