KALOYAN SHAHANOV

Manage and support a diverse portfolio of cloud-based enterprise products across AWS and Azure, ensuring high availability, performance, security, and operational reliability in production environments. Operate within Agile delivery processes using Jira for sprint planning, incident tracking, and cross-team collaboration.

Key Responsibilities & Achievements

Cloud Infrastructure & Platform Operations

• Administer and maintain Windows-based AWS EC2 instances and Azure Virtual Machines, including patching, upgrades, performance tuning, and security hardening.
• Operate and support Azure Web App Services, Azure SQL databases, Azure Storage Accounts, and containerized workloads across Azure and AWS (ECS/ECR).
• Manage networking, access control, and monitoring across multi-cloud environments.

Automation, Configuration Management & IaC

• Develop automation using PowerShell to improve deployment consistency and operational efficiency.
• Build and maintain AWS CloudFormation templates, AWS Image Builder pipelines, AMIs, and image recipes for standardized provisioning.
• Contribute to the early adoption of Terraform and Ansible, supporting infrastructure provisioning, configuration management, and environment standardization initiatives.
• Working on CI/CD processes across Azure DevOps and AWS-based pipelines.

AWS Platform Expertise

• Hands-on experience with EC2, ECS, ECR, VPC, S3, CloudWatch, EventBridge, Lambda, Systems Manager, IAM, Route 53, CloudTrail, EBS, Load Balancers, Compute Optimizer, and related services.
• Support container lifecycle management, image repositories, and workload execution in production environments.

Azure Platform Expertise

• Work with Entra ID, ARM/Bicep, Azure Arc, VNets, Web App Services, Containers, Automation Accounts, Azure SQL, Data Shares, Resource Groups, Azure Storage, and Azure DevOps CI/CD.
• Manage cloud resources, identities, and deployments across multiple Azure subscriptions and environments.

Database & Storage Operations

• Administer and query Microsoft SQL Server using SQL Server Management Studio (SSMS) for troubleshooting, reporting, and integration.
• Manage cloud storage using Azure Storage Explorer and platform-native tooling.

Monitoring, Security & Tooling

• Utilize Logz.io, New Relic, Loggly, CrowdStrike, GravityZone, Pulseway, JumpCloud, Bitwarden, and related observability and security platforms.
• Support logging, endpoint protection, compliance alignment, and operational monitoring across distributed systems.

Enterprise Product Support

• Provide operational support, maintenance, and incident resolution for enterprise platforms such as Tungsten Transact Cloud, Tungsten Private Cloud, Tungsten TotalAgility, iRemit/CloudDocs, Insight and PSISafe.

Key Skills

AWS • Azure • Terraform (foundational) • Ansible (foundational) • PowerShell • Python • SQL Server • CI/CD • Windows Server Administration • Automation • Patch Management • Cloud Security • Containers • Infrastructure Operations • Monitoring & Observability • Multi-cloud Environments

• 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.

• 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.

• 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.