Georgi Tasev

Experience

• 

  ComS.I.T. Inc.

  Jan 2001 - Jan 2004

  IT Administration
• 

  STEMO Ltd.

  Jan 2006 - Oct 2008

  Information Technology and Services
• 

  Hewlett Packard Enterprise

  Dec 2010 - Apr 2016

  - Managers escalated and top priority incidents up to and including resolution. - Escalates problematic incidents to the EMEA Crisis Management team whilst continuing to support to resolution. - Maintains the appropriate level of authority within the client and HP organizations to ensure the success of the incident resolution. - Leads the internal and external communication of the incident. - Is involved in the incident review phase (Post Incident and Root Cause reviews). - Sponsors the continual development and socialization of Situation Management Process of critical incidents across EMEA. - Liaises with Critical Incident Manager counterparts across other HP Regions and proactively remain cognizant of industry trends to develop and promote best practice. Activities:For all escalated in scope critical incidents: - Qualify the business impact; update the incident description and impact including risk and security assessment as needed. - Engage and lead appropriate support staff to: -- Prepare action plan to restore services as quickly and efficiently as possible with minimum impact on customer. -- Manage 3rd party engagement where required -- Monitor progress and escalate as needed. - Define, establish and execute the communication plan -- Externally, in collaboration with SDE -- Internally, with different support teams involved and management. - Facilitate technical decision making with HP delivery leads and customer personnel for actions including changes and workarounds. - Trigger the Problem Management process as part of the Post Incident review phase Show less

  • Critical Incident Manager

    Oct 2013 - Apr 2016

  • HP Networking

    Dec 2010 - Oct 2013
• 

  Interoute

  Apr 2016 - Jun 2018

  Service Assurance Manager

  - Be the main customer advocate within the central operations environment.- Ensure best efforts are always applied and delivered across the organization to achieve optimum customer satisfaction during the lifecycle of the services delivered.- Incident, Problem, Change Management and Request fulfillment and all the attributed ITIL/ITSM functions they require.- Drive improvements and Continuous Service Improvement programs across the processes.- Provide mentoring and guidance for Customer support staff on good customer service practice and Standards.- Work closely with operation centers & planned works team to define common root cause that could be affecting multiple customers. - Agree improvement & communication plans accordingly. Show less

• 

  GTT

  Jun 2018 - now

  - Be the main customer advocate within the central operations environment.- Ensure best efforts are always applied and delivered across the organization to achieve optimum customer satisfaction during the lifecycle of the services delivered.- Incident, Problem, Change Management and Request fulfillment and all the attributed ITIL/ITSM functions they require.- Drive improvements and Continuous Service Improvement programs across the processes.- Provide mentoring and guidance for Customer support staff on good customer service practice and Standards.- Work closely with operation centers & planned works team to define common root cause that could be affecting multiple customers. - Agree improvement & communication plans accordingly. Show less

  • Service Manager

    Mar 2020 - now

  • Service Assurance Manager

    Jun 2018 - Mar 2020