Asen Metodiev, Subject Matter Expert, CritSit team, България

Asen Metodiev,
Subject Matter Expert, CritSit team,
България

Ако умеете да работите в екип за управление на критичните ситуации, можете да постигнете всичко!“
Ако изпитвате удоволствие да работите в динамична среда, в която всички си сътрудничат, за да предоставят правилното решение на клиента, управлението на критичните ситуации вероятно е подходящата професия за Вас.

Работим с някои от най-големите световни фирми, като нашата задача е да помагаме ситуацията да се върне към обичайния ритъм на работа след възникването на ИТ инциденти, които заплашват изпълнението на ключовите операции.

Вероятно работата ни звучи доста стресиращо, но в Tek Experts специалистите по управление на критични ситуации, които отговарят за директния контакт с клиентите, получават огромна подкрепа, свеждаща нивото на стрес до минимум. Всъщност моята  работа като специалист в конкретна област е да направя така, че стресиращата ситуация да изглежда напълно нормална.
 

Един голям екип

Работата в екип трябва да бъде смазана перфектно при управлението на критични ситуации, а постигнатото от нас съвършенство няма аналог. Гордея се изключително, когато виждам колко добре си сътрудничим. От момента, в който получим сигнал, че е възникнала критична ситуация при някой от нашите клиенти, всички се събираме, за да отстраним проблема максимално бързо.
Когато не е възможно да нормализираме ситуацията преди края на работния ден, прехвърляме работата на екип в някоя от останалите ни локации по света, за да се намери решение на проблема във възможно най-кратък срок. Има случаи, при които времето е от критична важност и при които не може да се чака до следващия ден, затова при тях прилагаме модела на „денонощната поддръжка“.
 

Осъществяване на мисията ни

Проблемните ситуации на нашите клиенти са с различна степен на сериозност. Нашата задача е да установим каква е съответната степен на сериозност, като задаваме въпроси на клиентите за евентуалното въздействие на ситуацията върху техния бизнес, а след това да приоритизираме задачите. Има множество обстоятелства, които могат да доведат до критична ситуация. Обикновено причината е технически проблем, например грешка в сървър. Природните бедствия, които често причиняват щети на ИТ инфраструктурата, също застрашават бизнес операциите. Или пък причина за критична ситуация може да бъде човешка грешка.

Миналата година глобалните кибератаки създаваха големи проблеми на екипа ни. Бяхме на фронтовата линия всеки ден в продължение на няколко месеца. По това време наистина осъзнахме, че успяваме да осъществяваме своята мисия.
 

Извлечени поуки

Научих толкова много за времето, в което работя тук. Непрекъснато сте изложени на различни проблеми и бизнес процеси, затова трябва да умеете да учите бързо. Мисля, че е от полза, ако човек има техническа подготовка, но някои от членовете на екипа нямаха опит в ИТ сектора, преди да се присъединят към нас, което не им попречи да се справят брилянтно с работата си.
Нямах кой знае какъв опит в управлението на хора, преди да стана специалист в конкретната област. Сега знам как да подхождам към различните хора в моя екип – не само, за да вършат работата си, но и да се уверя, че ще се приберат вкъщи с усмивка на уста. Научих се още да проявявам търпение дори в моментите, в които не чувствам, че мога да си позволя лукса да съм търпелив.
 

Искрено вярвам, че ако умеете да работите в екип за управление на критичните ситуации, можете да постигнете всичко. Затова, ако мислите, че можете да запазвате спокойствие под напрежение, елате и изпитайте себе си.

Оценете тази статия, за да ни помогнете да Ви осигурим по-добро съдържание

     

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