Head of Technical Support
IT-сфера
Досвід роботи:
Head of Technical Support Department with 8+ years of Tech and project management experience. Started my career as a technical translator and progressed to Head of Technical Support Department. I've managed distributed teams of 70+ specialists across all time zones in Russia, handling complete B2B IT infrastructure maintenance projects from pilot preparation to continuous service delivery. My expertise includes full P&L responsibility, SLA management, and successful project scaling that increased client satisfaction to 10/10 and grew service revenue by 30% for key accounts. Key competences: managing a team of 70 people, pre-sale of service and support projects, project management, negotiation, project budget management, risk management.
Technical Skills:
Образование:
2020 Kazan Federal University | PhD Program, Sociolinguistics
2017 Liverpool John Moores University | Applied Informatics, Gamification (internship)
2016 Kazan Federal University | Faculty of Humanities, Translation and Translation Studies
Професійні та інші навички:
Jira, Confluence, ServiceNow, OTRS, Bitrix24, Naumen, Analytic Workspace, Microsoft 365, Google Workspace, JQL, 1C, Technical Support, IT Service Management, Team Leadership, Team Engagement, Distributed Teams
Володіння мовами:
Английский
Додатково:
Ready and willing to work remotely or to relocate.
