Asen Metodiev, Subject Matter Expert, CritSit team, Bulgari

Asen Metodiev,
Subject Matter Expert, CritSit team,
Bulgari

“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.

Đánh giá bài viết này để giúp chúng tôi mang tới cho bạn những nội dung tốt hơn

     

Chia sẻ:

Đây có thể là bạn! Tìm hiểu các vị trí khác của chúng tôi.

Junior Network Administrator

The Junior Network Administrator role requires a good grounding with some years’ experience as a system and network administrator either within a business or as a support engineer in remote technic...

Read more
Senior Network Administrator

The Senior Network Administrator role requires a good grounding with some years’ experience as a system and network administrator either within a business or as a support engineer in remote technic...

Read more
Senior IT System Administrator

The Senior IT System Administrator role requires a minimum of 3 years’ experience as a systems administrator within a call center environment with at least 100 - 500 users, and 3 years’ experience ...

Read more
Wize - Content and PR Manager

Be part of something great! Wize is the only all-in-one talent, learning and productivity platform that helps businesses to know, grow and optimize their people.  It's a brand new pl...

Read more
Wize - Digital Marketing Manager

Be part of something great! Wize is the only all-in-one talent, learning and productivity platform that helps businesses to know, grow and optimize their people.  It's a brand new pl...

Read more
Technical Support Engineer Level 3

Do you have strong troubleshooting skills? Do you love mentoring and teamwork? Are you looking for a rapidly growing company to take your career to the next level? Tek Experts provid...

Read more
Technical Support Engineer Level 2

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? T...

Read more
Technical Support Engineer L3

Are you an experienced software support engineer looking for an organization where your career can develop rapidly within a short time frame? Are you interested in gaining global experience an...

Read more
Technical Support Engineer L2

Are you a natural problem solver? Do you have an interest in different technologies and IT? Do you think you can deliver exceptional customer service? Tek Experts provides business a...

Read more
Premium Support Engineer

Do you have the basics of IT, but you are hungry for more knowledge? Are you excited to grab the opportunity to do more in your job and to gain amazing skills and knowledge in enterprise softw...

Read more
Technical Support Engineer

Are you a natural problem solver? Do you have an interest in different technologies and IT? Do you think you can deliver exceptional customer service? Tek Experts provides business a...

Read more
Workforce analyst

Tek-Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. During an expansion now we are looking for a Workforce An...

Read more
Everty - Quantity Surveyor

Everty Group is a rapidly expanding Property Company that have been diversified out of the success of Tek Experts.How would you like the chance to step into a role that has been newly created, supp...

Read more
Operations Manager

Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. We are looking for an Operations Manager for one of our p...

Read more
Wize - DevOps Engineer

Calling all DevOps EngineersDoes the idea of solving interesting, complex problems excite you? Are you a team leader that relishes the idea of positively affecting others through your work?&nb...

Read more
Elev8 - Global Training Professional - Multicloud

Elev8 is a global training and development company that are part of the same family of Tek Experts! We are looking to speak to talented and ambitious training professionals in the Data Science disc...

Read more
Elev8 - Global Training Professional - Data Science

Elev8 are a global training and development company who are part of the same family of Tek Experts! We are looking to speak to talented and ambitious training professionals in the Data Science disc...

Read more
Wize - Senior QA Engineer

There is a place for every kind of brilliant. It’s here at Wize.Do you have what it takes to be a Senior QA Engineer? Do you have a passion for software testing? Are you looking for a young, f...

Read more
Front End Developer

Тek Experts is welcoming developers to join a dynamic and growing international group with a strong base in Sofia and help us gain exposure to our new companies, products, and line of business.We s...

Read more
Database Administrator

The SQL Database Administrator is responsible for the implementation, configuration, maintenance, and performance of critical SQL Server systems, to ensure the availability and consistent performan...

Read more
HR Business Partner

We are hiring a Human Resources Business Partner to be part of our established HR team. A Human Resource innovator and integrator ensuring that desired business results are clearly and precisely pr...

Read more
Global Executive Recruiter (Project)

Are you looking for a fast-paced environment to accelerate your career?  Do you have a passion for talent engagement? Can you work on a global scale with colleagues in different cultures ...

Read more
Tải thêm

Bạn muốn gia nhập đội ngũ của chúng tôi? Vui lòng chọn vị trí của bạn và xem những gì chúng tôi đang có.

Hãy tham gia cùng chúng tôi! Đăng ký và nhận thông tin cập nhật cũng như các vị trí tuyển dụng mới nhất.
Xin đừng lo lắng! Chúng tôi hiểu những phiền toái khi phải nhận quá nhiều email, vì thế chúng tôi chỉ gửi những nội dung phù hợp.

Tôi xác nhận đã đọc kỹ và hiểu rõ Các Điều kiện Sử dụngvà Chính sách Bảo mật của trang web.
Bạn biết đến Tek Experts từ nguồn thông tin nào?
  • Báo chí
  • Quảng cáo
  • Sự kiện
  • Facebook
  • Bạn bè
  • Google
  • Instagram
  • Tuyển dụng
  • Linked In
  • Nhân viên
  • Twitter
  • YouTube
Gửi