Antoniya Koycheva

Experience

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  Adecco, EON Project

  Sept 2011 - Jul 2015

  - Manage and steer cross-supplier Incident Lifecycle of Severity 3 and 4 incidents utilizing the IMPACT Solution;- Manage cross-supplier bouncing incidents;- Provide regular feedback to the Service Suppliers and OI Management on process compliance and case management instructions to ensure Service Suppliers’ teams improvement in achieving the agreed SLA/SLO/LPI;- Be the SPOC of all customer raised Incident Escalations for Priority 3 and 4 Incidents and ensures that prioritized escalations are resolved without delays and as per Business needs;- Ensure the monitoring over the INCM related toolset (case exchange, ticketing system);- Manage any unexpected and/or reoccurring cross-supplier delivery inconsistencies, problems or process breakdowns;- Work closely with and invoke the OI Account Process Lead on any class issue related to the OI Incident Management Process and its execution. Show less - Monitor top level Case Management queues and bring issues to management attention;- Monitor individual task lists/WIPBINS for leavers and absentees;- Produce and analyse relevant monitoring reports;- Complete ad hoc tasks related to the monitoring of task lists/queues;- Involved in weekly customer meetings to provide detailed information on critical cases;- Provide root cause analysis feedback to both customer and HP Management team on SLA that were not met;- Monitor daily case SLA and escalate to HP Management any issues preventing the desk from meeting its monthly SLA’s;- Provide agent feedback on specific case management processes to allow agents to meet their individual SLA’s. Show less - Responsible for call-logging, qualifications, resolution, ticket tracking and end-to-end ticket management on the full range of services and applications as defined for the customer;- Answer phone contacts promptly and professionally and ensuring delivery of Phone SLAs;- Create a Ticket for new calls into the Call Management Tool;- Ensure good ticket documentation at all times;- Identify and resolve Customer’s request, problem or incident using the relevant knowledge base tools and other technical resources;- Comply with/ complete desk specifics or ad hoc tasks;- Collaborate with other team members to provide high quality support. Show less

  • Operational Integrator Incident Lifecycle Coordinator

    Apr 2013 - Jul 2015

  • Incident Lifecycle Coordinator

    Nov 2012 - Mar 2013

  • 1st Line Technical Support Analyst with German

    Sept 2011 - Oct 2012
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  Hewlett Packard Enterprise

  Aug 2015 - May 2016

  Critical Incident Manager

  - Manage escalated and top priority incidents up to and including resolution;- Escalate problematic incidents to the EMEA Crisis Management team whilst continuing to support to resolution;- Maintain the appropriate level of authority within the client and HP organizations to ensure the success of the incident resolution;- Lead the internal and external communication of the incident;- Is involved in the incident review phase (Post Incident and Root Cause reviews);- Liaise with Critical Incident Manager counterparts across other HP Regions;- Sponsor the continual development of Situation Management Process of critical incidents across EMEA. Show less

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  DXC Technology

  Jun 2016 - Jun 2019

  Account Process Lead

  Incident Management responsibilities:- Responsible for the end-to-end Incident Management process execution in accordance with the ITIL/ITSM standards;- Establish, own, communicate and maintain procedures for Incident Management within the dedicated account;- Drive process excellence and customer satisfaction;- Mentor the Critical Incident Management Team and the Incident Lifecycle Management Team;- Secure SLOs/KPIs are met and drive continuous service improvement initiatives;- Customer interaction: Works with customer incident process owner on all matters related to Incident Management;- Represent the incident process in any internal/external audits.- Responsible for trainings on Incident Management process.Problem Management Responsibilities:- Responsible for the end-to-end Problem Management process execution in accordance with the ITIL/ITSM standards;- Facilitates RCA meetings;- Performs Proactive Problem Analysis based on incident trend analysis;- Reviews the effectiveness and efficiency of the Problem Management Process within the account;- Is responsible for updates of account specific process documentation including training of the many different organizations that are involved in Problem Management within the account;- Customer interaction: Works with customer problem process owner on all matters related to Problem Management. Show less

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  Codix

  Jul 2019 - May 2021

  Project Coordinator

  - Manage the Project Plan and Project Phases according to the CODIX Project Process;- Coordinate internal resources for the successful execution of projects;- Ensure project deadlines are met and tasks are correctly followed up using the appropriate tools;- Work in close relationship with the Project Director and escalate/inform of any delays in the Project Plan and the deliverables;- Organise, participate and document stakeholder meetings;- Monitor, control and communicate the Project Data to Management and Steering Committee;- Guarantee the success of the project in terms of quality, cost and timing;- Provide administrative support as needed. Show less

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  Modis

  Mar 2021 - Jul 2022

  Global IPCM/ Incident Manager

  - Make sure that Incident Management process is executed in an effective and efficient way to serve the business and take action to remediate deviations where process is not fit for the purpose using ITIL CSI;- Responsible for planning and coordinating all activities required to perform, monitor, and report on the process at a high level of quality, while constantly focusing on process and IT operations improvements, applying ITIL framework;- Manage all Severity and Crisis incidents, ensuring they are with the correct resolver team and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions;- Ensure that Incidents assigned to their Support Groups are resolved and that service is restored;- Ensures delivery teams are adhering to all KPIs through quality and reporting checks;- Manages any escalations or queries on the Incident/Major incident process;- High-level ownership of the technical service restoration plan across all Vendordelivered IT services and the Resolver Group Managers involved in P1 incidents;- Ensures creation and coordination of technical restoration actions and plans viaemail, messaging, updating of P1 tickets in ITSM Tool;- Running post-incident reviews to ensure high-quality discussion, reflection,documentation, and continual service improvement;- Communicate to a global audience, including executive management, providingdetails of the incident and impacts to the business, including next steps and rootcause analysis;- Develop training presentations and deliver information to wide ranging audiences. Show less

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  Pwrteams

  Jul 2022 - Sept 2024

  Project Coordinator