Kaloyan Shahanov

Cloud Operations Engineer

Manage and support a diverse portfolio of cloud-based products across AWS and Azure, ensuring stability, performance, and security for enterprise-scale environments. Operate in an Agile setting with Jira-based sprint planning, task tracking, and collaborative workflows.

Key achievements and responsibilities:

• Cloud Infrastructure Management: Maintain, patch, and upgrade primarily Windows-based EC2 instances and Azure VMs.
• Automation & IaC: Design and implement automation solutions using PowerShell, Terraform, and AWS CloudFormation; build and maintain AWS Image Builder pipelines, AMIs, and image recipes.
• Platform Expertise:
• AWS: EC2, ECS, ECR, VPC, subnets, CloudWatch, S3, EventBridge, Systems Manager, Lambda (Python), Run Commands, CI/CD.
• Azure: Active Directory, Azure Arc, VMs, SQL Servers, Automation Accounts, Data Shares, Deployment Environments, Resource Groups, Azure DevOps, CI/CD.
• Database Operations: Write SQL Server queries for analysis and integration.
• Tooling & Integrations: Experienced with Logz.io, New Relic, CrowdStrike, GravityZone, Bitbucket, Loggly, Pulseway, JumpCloud, OpenVPN, SafeNet.
• Product Support: Provide operational support and maintenance for multiple enterprise products, including Tungsten Transact Cloud, Tungsten Private Cloud, Tungsten TotalAgility, iRemit/CloudDocs, Insight, and PSISafe.

Key skills: AWS, Azure, Terraform, PowerShell, Python, SQL Server, CI/CD, Windows Server Administration, Automation, Patch Management, System Deployment, Cloud Security.

Description : Oversaw the workflow and resolution of technical and non-technical issues related to Microsoft Azure cloud services, resources, and applications. Managed ticket handling processes to ensure SLA compliance, accurate resolution, and adherence to established procedures.

Key responsibilities & achievements:

• Coordinated ticket workflows, ensuring all cases were handled efficiently and in line with Microsoft's operational standards.
• Analyzed escalations to identify root causes and implemented process improvements to reduce future incidents.
• Mentored and supervised two junior team members, providing guidance, performance feedback, and technical assistance.
• Acted as an escalation point for complex issues, assisting engineers in resolving critical cases and avoiding unnecessary escalations.
• Collaborated with Duty Managers across multiple international sites to maintain global service consistency and operational excellence.
• Identified gaps in working procedures and developed actionable solutions to improve efficiency and service quality.
• Managed the sales motion routing process, ensuring internal Microsoft teams followed correct procedures for both technical and non-technical cases.

Key skills: Microsoft Azure, IT Operations, Problem Management, Process Improvement, Leadership, Metrics Collection, Critical Thinking, Communication, Stakeholder Collaboration.

Description : Provided frontline technical and account support for Microsoft Azure customers, handling BPI and API-related tickets through email and phone communication. Delivered solutions for billing issues, account and resource management, and technical troubleshooting.

Key responsibilities & achievements:

• Resolved customer issues related to Azure services, ensuring high satisfaction and adherence to SLAs.
• Collaborated with cross-functional teams including Virtual Machines, SQL Database, Financial, and Human Intelligence Team (HIT) to deliver comprehensive solutions.
• Guided customers through configuration, troubleshooting, and escalation processes, reducing resolution times.
• Maintained accurate case documentation and followed structured problem-solving methodologies.

Key skills: Microsoft Azure, Technical Troubleshooting, Customer Service, Cross-Team Collaboration, Billing & Account Management, API Support.

Description : Coordinated field service operations by allocating jobs to engineers across the UK, ensuring alignment between customer requirements and engineer skill sets. Acted as a liaison between engineering teams and customer coordination departments to schedule and deliver effective on-site solutions.

Key responsibilities & achievements:

• Scheduled and dispatched engineers to client sites, matching technical expertise to specific service requests.
• Supported Data Network Engineers in resolving issues related to Cisco routers, networking, spare parts, and cabling.
• Managed service operations for high-profile clients including Halfords, Fujitsu, McDonald's, and McColl's.
• Facilitated clear communication between engineering teams and customer service teams to meet deadlines and quality expectations.

Key skills: Field Service Coordination, Networking Support, Cisco Hardware, Client Communication, Scheduling, Operations Management.