Position: Support Director, CSM Director, Head of delivery
Category: Lead
English level: fluent
Years of experience: 11

Support director:
I built from the scratch a scalable and efficient tech support department that manages support flow for more than 15 products with over 5 OEM partners and thousands of customers.  My department was given as example of high efficiency and high level of professionalism. Customers and partners feedback were demonstrating the great satisfaction with the services they receive from my team.
Product/Project management:
I successfully managed a full refactoring of a complicated software product we have in the company. It was a 4 months duration project that involved about 20 engineers (developers and QA engineers). The main achievement consisted in the smoothness of the process for the partners and customers and the fact that none of them hit any issues during the migration process to the refactored product.
In project manager role, I am responsible for development, QA, support and business development of 4 products. Releases management, including development scope, features design and development, bug fixes and customer issues processing (from reception to bug fix and delivery), as well as customers customization requests processing in development to deliver high-end customers demand. 
Development team tasks management (profiles: C++, JS and .Net developers).
QA team scope and activities management including: optimization of QA infrastructure and TCs/scopes, manual QA and QA automation, development of optimal testing scope to guarantee bug-free release and zero waste of time/resource.
Support requests processing on management/technical level to guarantee best solution providing and scheduling of fixes delivery when needed.
As a head of support, I manage and develop the technical support department (team management, technical management, budgeting, hiring, and company’s support strategy).
Manage relationship and workflow/process with partners’ support teams (more than 5 different geographically distributed teams across all continents) and manage the knowledge transfer between teams.
Organize the support process inside the company (interaction between Support, R&D, PMs and QA teams).
Organize the support process for OEM products/partners (2nd and 3rd line support). List of OEM partners include: Oracle, SAP, Deltek, Workbooks, and others.
Organize support process of B2C products (1st line support and up to 3rd line).
I am open for further growth in project and product management as well as larger scale support management.
In my current role, I am building a global support team (4 regional support offices: NA, EMEA, LATAM, APAC) and creating a new Sales Engineers team that works closely with Sales and CSM.
I'm interested in a role that involves both technical skills and business fronts. To be both in the garage within the company and close to customers. Combining internal and external management is highly preferred.
I can cover both Europe and North America time zones.