Vassil Georgiev

Responsible for the establishment and successful operation of company's IT Shared Service Center in Sofia, Bulgaria which is providing IT services for the whole KOSTAL Group. Leading in all aspects a team of experienced IT engineers, who handle end to end technical support and service request fulfillment for different Infrastructure (IT Monitoring, Server Virtualization, Windows and Linux Server Environments) and Application Management services.

Leading a team of 50+ experienced NW engineers skilled in the end to end technical support of NW infrastructure and services for some of the Fortune Top 500 companies. Considering the criticality and foundation of the NW services, the position combined service operation and people management in one. Main focus are escalation management, operational excellence, SLA compliance, customer relationship management, people development and training, and project management.

Leading and developing a high-performing technical team of 25 UNIX/Linux system administrators focusing on providing end to end platform support of the enterprise customer UNIX/Linux platforms (HP-UX, AIX, Solaris, Red Hat Enterprise Linux, SuSE Linux, etc.).

Full responsibility and ownership of the day-to-day Shift Management (SM) team operations management, leading, guiding and training SM team, ensuring total customer experience and quality of service provided by the SM team; responsible for maintaining and improving the Site's Business Continuity Plan, participating in different HP ITO Bulgaria projects and initiatives.

Ensuring that HP ITO Bulgaria teams providing continuous 24x7 technical support to Enterprise customers IT environments are operating according to the expectations, agreed SLAs and KPIs. Serving as a first point of contact for issues that the support teams encounter and any customer complaints or escalations. This challenging role is involving a good mix of technical, organizational and leadership skills

Responsible for the Technical support of different HP ITO customer’s Windows, Citrix and VMWare environments, Dealing remotely with various incidents and service requests, server hardware troubleshooting, arranging hardware replacements with different external parties.