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.

Database Administrator

The SQL DBA will be responsible for the implementation, configuration, maintenance, and performance of critical SQL Server systems, to ensure the availability and consistent performance of Database...

Read more
IT Database Architect

The Data Base Architect will be responsible for analyzing and articulating complex system requirements and the subsequent development of reporting, analytical, and dashboard solutions for the Busin...

Read more
Technical Trainer

Are you looking for the best place to elevate your career in learning and development? Are you looking for an organization where your career can develop rapidly within a short time frame? Tek-Exper...

Read more
Global Project Manager

Tek Experts provide business and IT outsourcing services and we take intense pride in helping companies handle their business operations. We are rapidly expanding our Property part of the business ...

Read more
Commercial Manager

Tek Experts provides business and IT outsourcing services and we take intense pride in helping companies handle their business operations. We are rapidly expanding our Property part of the business...

Read more
Investment Manager - Bulgaria

A very rare opportunity to partner up with our new PropCo to assist in their Real Estate Investment strategy as an Investment Manager. They have a strong balance sheet to play with and would be loo...

Read more
BI and Reporting Analyst

Are you passionate about data? Would you like the opportunity to work for an international organization that offers excellent career progression? Tek Experts provides business and IT outsourcing se...

Read more
Global Financial Controller

Are you looking for the best place to elevate your career in finance? Are you lookng for a global role within a rapidly expanding organisation? Tek Experts provides business and IT outsourcing serv...

Read more
Product Marketing Manager

We are looking for a Product Marketing Manager with experience in taking software products to market! This role is not about doing demos or presenting product features (although these may sometim...

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
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
Technical Writer

Position Purpose The Technical Writer is responsible for writing, creating, maintaining, and updating technical [1] documentation, including [2] online help, [3] user guides, system manuals, and ...

Read more
CritSit Incident Manager with English and Italian

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 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
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
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
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
Quality Analyst

Reporting to the Manager, the Quality Analyst works as part of a professional team dedicated to quality assurance; providing business analysis and project leadership in support of quality, consiste...

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
Software Support Engineer with French - Virtual Machines ...

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 ERP

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

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
Product 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
Subject Matter Expert - Azure AMA

Do you have a passion for training and mentoring? Do you have a strong Microsoft Azure experience? Tek Experts provides business and IT outsourcing services, and we take intense pride in helping co...

Read more
Named Account Support Engineer (NASE)

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
Learning and Development Training Manager

Would you like to manage a training team with global impact within our organization? Can you drive different branches of training to excellence? Tek Experts provides business and IT outsourcing ser...

Read more
IT Recruiter

Do you care about people and want to help make dreams happen? Do you have proven experience sourcing specialist talent for large global organisations? We are looking for an experienced IT Recruit...

Read more
Global Recruitment Manager - Business Enablement Recruitm...

Would you like to work in a fast paced group of privately owned companies? Can you drive efficiency and effectiveness through leadership and partnership to influence hiring decisions? Do you want t...

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