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Network Power<100 people
Roles
💸100%
Marketing
100%
Business Owner
📝100%
Influencer or Blogger
Geos
🇧🇬50%
Bulgaria
🇿🇦50%
South Africa
Work Background
NOC/APM Engineering Manager
Taulia Inc.NOC/APM Engineering Manager
Oct. 2018 - Nov. 2024Bulgaria, SofiaAs an Engineering Manager at Taulia, I spearhead the APM (Application Performance Monitoring) and Observability initiatives, leading a team dedicated to creating and managing our observability system from inception. Beginning with zero engineers and limited coverage, I strategically built a team of six engineers on rotating shifts, ensuring 24/7 observability and incident management. One of our pivotal achievements has been the transformation of our observability system from a collection of disparate conditions to a unified alert management framework, meticulously deployed and maintained using CaC. Currently, our system monitors over 1500 components, complemented by comprehensive system-level and business process alerting policies. Key responsibilities of our team include providing end-to-end monitoring, encompassing both application and infrastructure layers, and ensuring the continuous surveillance of Taulia's infrastructure and critical business processes. We are vigilant in responding to critical alerts, and swiftly taking action to mitigate any issues that arise. Additionally, we deliver detailed reporting on critical components, services, and business processes, prioritizing the protection of the customer experience above all else. In my role as manager, I focus on fostering strong relationships and collaboration within the engineering department and across various teams, such as customer success management, developer teams, etc. to ensure the success of our Observability team. I am deeply committed to the professional development of engineers within our team and the broader company, as well as the ongoing optimization of our tools and processes to exceed expectations and drive continuous improvement across the organization.
Service Integration Manager
DXC TechnologyService Integration Manager
Jul. 2017 - Oct. 2018The SIAM Major Incident Management is crucial to the success of the Service Management team’s mission by managing critical incidents in an effort to restore service as soon as possible. Job specifics and responsibilities include: • Managing multiple suppliers of services (business services as well as information technology services) and integrating them to provide a single business-facing IT organization. Aims at seamlessly integrating interdependent services from various internal and external service providers into end-to-end services in order to meet business requirements. • Applies the critical incident management process within the relevant area of responsibility • Allocates resources from DXC and/or 3rd party vendors to perform the incident management process • Ensures the engaged support staff have adequate skill levels • Provides management information on IT service quality and customer satisfaction related to the critical incident management process. • Manages support staff performance from all vendors (DXC and 3rd party) with respect to the incident management process, creating and executing action plans if necessary to ensure continuous improvement • Takes ownership of the hierarchical escalated incidents and reviews all activities and results • Maintains the appropriate level of authority and oversees DXC capabilities and 3rd party vendors to ensure the effective and efficient critical incident management and its deliverables • Creates a new action plan or updates the existing action plan to support incident managing in order to restore the agreed service to the customer • Organize and chair critical incident management performance meetings in their domains (DXC or 3rd party vendor) • Organize and chair ad hoc management review meetings for the current hierarchical escalated incidents as appropriate, such as business and technical reviews
Critical Incident Manager
Hewlett Packard EnterpriseCritical Incident Manager
Sep. 2013 - Jul. 2017Sofia, BulgariaKey Responsibilities and Achievements Technical Expertise and Strategic Insight: ● Apply deep technical background and keen awareness of industry trends to navigate critical or high-risk technology areas and customer groups with precision and insight. ● Integrate technical acumen with commercial understanding to craft tailored solutions that meet the unique needs of HPE/DXC and our valued customers. Incident and Escalation Management: ● Independently resolve both technical and business incidents, leveraging expertise to mentor and assist less-experienced team members in navigating complex scenarios. ● Lead and manage escalations through L5, ensuring timely resolution and effective communication to stakeholders. Problem Management and Continuous Improvement: ● Proactively and reactively spearhead efforts to identify and address root causes, preventing the recurrence of complex problems across teams and technologies. ● Capture and document improvement items for postmortem analysis, driving continuous enhancement of operational efficiency and effectiveness. Customer Relationship and Stakeholder Management: ● Serve as the single point of contact for esteemed customers such as Rolls-Royce, Ericsson, Seadrill, Sep 2013 – Oct 2018 Aug 2011 – Sep 2013 Centrica, and Kraft-Mondelez, fostering strong relationships and delivering exceptional service. ● Present complex information and strategic insights to senior management teams at HPE and key clients, including Ericsson, Rolls-Royce, and Seadrill, facilitating informed decision-making and alignment. Leadership and Team Development: ● In the last two years, assumed the role of Team Lead for one of the CIM teams, providing guidance, mentorship, and strategic direction to drive team performance and cohesion.
L2/L3 Information Security Support
HPL2/L3 Information Security Support
Aug. 2011 - Sep. 2013SofiaInformation Security Support provides consulting, research and develop technical solutions for HP customers. Job specifics and responsibilities include: • Disk/File Encryption, Data Loss Prevention, Enterprise Rights Management. • Manage Security environments and deliver services to multiple customers using End point Security tools (EPTM, HIDS, HIPS). • Maintain and manage changes in running environments. • Prevent incidents or, when they occur, work on and resolve complex incidents. • Provide 2nd line support, including monitoring, reporting, tool administration. • Maintain a clear documentation of processes and procedures. In delivery, follow the agreed processes. • 24 by 7 support.
Senior Technical Support Agent
Sixty K Ltd (60K)Senior Technical Support Agent
Aug. 2010 - Mar. 2011Works with single, multiple and corporate customers both using AVG client and Admin console programs. Also provides technical support over the phone and by email to all re-sellers of the AVG product. Expert in analysis of diagnostic files - AVG related log and configuration files, event logs, most of the SysInternals utilities, auto-runs exports, virus removal tools including root-kit infections, etc. Provides direct interaction and troubleshooting clients' computers through web-based instruments such as LogMeIn. Prepares a detailed daily report, working with and, if needed, create topics in an online internal database. Works in a close contact with the sales department, virus specialists, development, senior specialists and management. Experience with Salesforce.com Actively participating in the improvement of the job environment and team building.

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Personal Pitch
SRE, Observability, DevOps Expertise
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