Asen Metodiev, Subject Matter Expert, CritSit team, Bulgaria

Meet Asen Metodiev,
Subject Matter Expert, CritSit team,
Bulgaria

“If you can work in a critical situation team, you can do anything!”
If you enjoy fast-paced environments where everybody’s working together to get the right solution for the customer, critical situation management could be the job for you.

We work with some of the biggest brands in the world, helping return things back to normal when IT incidents have occurred which threaten their key operations.

It might sound like stressful work, but at Tek Experts, the critical situation managers, whose job it is to speak directly to customers, get lots of support to make it as stress-free as possible. In fact, it’s my job as a subject matter expert to make the stressful seem very normal.

One big team

The teamwork has to be perfect in critical situation management, and ours is second to none. It makes me very proud to see how well we work together. From the moment we get an alert that we have a critical situation with one of our customers, we all come together to get it resolved as quickly as possible.

When it’s not possible to their issue before the day has finished, we pass it over to the next team at one of our other sites elsewhere in the world, so that the issue gets the quickest resolution possible. These are time-sensitive cases, so they can’t always wait until the next day, which is why we have the ‘follow the sun’ model here.

Job fulfilment

Our customer’s issues have different severities. It’s up to us to work out the severity by asking the customer questions about the possible impact on the business, and then prioritizing accordingly. There are many different circumstances that can lead to a critical situation. Usually, they’re caused by a technical issue, like a server error. Natural disasters, which often cause damage to IT infrastructure, also put business operations into jeopardy. Or it might just be human error that caused the critical situation.

Last year, the global cyber-attacks were a big thing for our team. We were on the frontline fighting every day for a few months. In that moment, it really felt like we were fulfilling our purpose.

Lessons learned

I’ve learned so many things during my time here. You’re constantly being exposed to new issues and business processes, so you need to be a quick learner. I think it helps to have a technical background, but some of the team had no IT experience before joining and it hasn’t stopped them being brilliant at their job.

I didn’t have much people management experience before becoming a subject matter expert. Now I know how to approach all the different personalities in my team, not only to get the job done, but to ensure they go home smiling. I’ve also learnt how to be patient even when you don’t necessarily feel like you have the time to be patient.

Rate this article to help us give you better content

     

Share:

This could be you, take a look at our available roles.

Information Security Analyst

Do you have an interest in security and IT? If you want to work with a passionate and energetic team backed by a world-class group, now is your chance. The Information Security Analyst will be resp...

Read more
CritSit Team Manager

Are you looking to expand your career in IT service delivery? Do you want the opportunity to lead a team to deliver exceptional customer service? Tek Experts provides business and IT outsourcing se...

Read more
Head of Procurement

Do you have a background in procurement? Do you have experience in a global organization? Everty is an owner and developer of prime real estate around the world and has developed a reputation for...

Read more
Regional Lead of Operations IT support

In the context of Tek Expert’s rapid global expansion, the Regional Lead of IT operations in Europe will be tasked to source and scale local teams as well as all operations and will have overall ac...

Read more
Learning Manager

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Learning Program Manager

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Learning Program Manager

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Learning Program Manager

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Language and Cultural Awareness Learning Design and Progr...

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Career Development Learning/Training Manager

Do you have a deep understanding of the digital learning experience? Do you seek to improve the engagement of people who are considering what they need to learn in the process of learning? Tek Expe...

Read more
Global Learning Delivery and Performance Manager

Do you seek to improve performance the of people who are in the process of learning, in a continuous learning environment? Are you interested in facilitating leadership training in front of senior ...

Read more
Data Governance Administrator

Are you passionate about data? Would you like the opportunity to work for an international organization? Tek Experts provides business and IT outsourcing services, and we take intense pride in help...

Read more
CritSit Incident Manager with English

Are you passionate about customer service? Are you looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and move into a...

Read more
Customer Support Specialist- Billing & Subscriptions

Do you love delivering great customer service? Have you worked in an environment where you support subscription sales or bill payment processes? Tek Experts provides business and IT outsourcing ser...

Read more
Customer Support Specialist- Billing & Subscriptions

Do you love delivering great customer service? Have you worked in an environment where you support subscription sales or bill payment processes? Tek Experts provides business and IT outsourcing ser...

Read more
CritSit Incident Manager with English and Russian

Are you passionate about customer service? Are you looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and move into a...

Read more
CritSit Incident Manager with English and Portuguese

Are you passionate about customer service? Are you looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and move into a...

Read more
CritSit Incident Manager with English

Are you passionate about customer service? Are you looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and move into a...

Read more
CritSit Incident Manager with English and German

Are you passionate about customer service? Are you looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and move into a...

Read more
Service Desk Administrator with English and Spanish

Do you have strong troubleshooting skills? Do you love delivering exceptional customer service? Are you looking for a rapidly growing company to take your career to the next level? Tek Experts prov...

Read more
CritSit Incident Manager with English and Spanish

Are you passionate about customer service? Are you looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and move into a...

Read more
Quality Analyst

Are you a passionate quality professional? Are you looking for an environment where you can drive quality processes within a company experiencing fast growth? Are you looking for a rapidly growing ...

Read more
Quality Manager

Are you a passionate quality professional? Are you looking for an environment where you can drive quality processes within a company experiencing fast growth? Tek Experts has a superb opportunity t...

Read more
Quality Business Partner

Are you a passionate quality professional? Are you looking for an environment where you can drive quality processes within a company experiencing fast growth? Tek Experts has a superb opportunity t...

Read more
CritSit Incident Manager with English

Are you passionate about customer service? Are you looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and move into a...

Read more
CritSit Incident Manager with English and French

Are you passionate about customer service? Are you looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and move into a...

Read more
Named Account Support Engineer (NASE) uCMDB

Are you ready to work with technologies that are changing the future? Are you excited to grab the opportunity to do more in your job and to gain amazing skills and knowledge in enterprise software ...

Read more
Software Support Engineer - Identity Level 2

Are you a natural problem solver looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and get extensive training on hig...

Read more
Software Support Engineer- Dynamics CRM- Level 2

Are you a natural problem solver looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and get extensive training on hig...

Read more
Software Support Engineer- Dynamics AX (ERP)- Level 2

Are you a natural problem solver looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and get extensive training on hig...

Read more
Sotware Support Engineer- Azure APPS - Level 2

Are you a natural problem solver looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and get extensive training on hig...

Read more
Sotware Support Engineer- Azure Identity - Level 2

Are you a natural problem solver looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and get extensive training on hig...

Read more
IT System Administrator

Are you a passionate IT professional? Are you looking for a global environment offering excellent career opportunites? Tek Experts provides business and IT outsourcing services, and we take intense...

Read more
Sotware Support Engineer- Azure VM - Level 2

Are you a natural problem solver looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and get extensive training on hig...

Read more
Sotware Support Engineer- Azure Identity - Level 2

Are you a natural problem solver looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and get extensive training on hig...

Read more
Sotware Support Engineer - Azure Identity - Level 2

Are you a natural problem solver looking for an organization where your career can develop rapidly within a short time frame? Do you want to gain global experience and get extensive training on hig...

Read more
Senior Business Analyst

Are you looking to expand your career in business analysis in a rapidly growing company? Do you want to be responsible for delivering extraordinary software products across HR and IT ticketing tec...

Read more
BI Solution Architect

The Business Intelligence Architect will be responsible for analyzing and articulating complex system requirements and the subsequent development of reporting, analytical, and dashboard solutions f...

Read more
Recruiter

Do you care about people and want to help make dreams happen? Do you want to be part of a team that deepens and diversifies the talent acquisition strategy of a global company on the go? Tek Exper...

Read more
Site Trainer

Are you looking for the best place to elevate your career in human resources? Are you looking for an organization where your career can develop rapidly within a short time frame? Tek Experts provid...

Read more
Head of Talent Acquisition Operations

Would you like to work in a fast paced IT company? Can you drive efficiency and effectiveness through leadership and partnership to influence hiring decisions? Do you want to be part of a team that...

Read more
Load More

Interested in joining our fantastic team? Choose your location and see what we have available.

Don’t be a stranger! Sign up to get the latest news and jobs.
Don’t worry we know too many emails are annoying so we only send the good stuff.

I agree that I have read and understood the Website’s Terms of Use and Privacy Policy