Position: Head of Support
Category: Project Manager
English level: fluent
Years of experience: 11

• Building trust between customer and offshore teams being top priority, which leaded to long term fruitful partnership.
• Set up best practices in service delivery and support for multiple projects in different areas. 
• Negotiating and leading upsale opportunities 
• Addressing all kind of feedbacks, escalation and driving service level to meet the expectations.
Over 10 years in IT support and service delivery area. Great experience managing customer projects and in-house product development in multiple areas: DevOps, IOT, Database Management, BI and reporting, O365 services. Building trust between customer and offshore teams being top priority, which leaded to long term fruitful partnership  
Managing up to 5 project teams in different tech areas (Fintech, DB support services, Infrastructure management and DevOps, retail, enterprise reporting etc). Being responsible for 24/7 service processes set up and improvement.
Technical background in databases, networks, linux areas.

• Project management (Scrum, Kanban)
• Process set up and improvement according to the highest industry standards;
• Team management, review candidates handling 1-1s, team management, performance reviews;
• Customer communication / Problem management;
• Scope, schedule and budget control;
• Risk and service delivery management;
• Trainings and demo projects, solutions, reporting;
• Account management;
• Presale;

• Perfect knowledge in planning telecommunication networks, server platforms, virtual environment, database solutions;
• Great experience and knowledge of support processes and customer care;
• Network solutions architecture;
• BA skills and experience;
• Oracle / MSSQL / MySQL database knowledge;
• Linux systems (centos, rhel, debian);
Willing to lead a big project / account with multiple areas and technologies. Ongoing support and/or managed service with development in parallel is a good fit.