Mihail Ivanov

• Research and report issues found on the production environments (High Priority Issues)
• Provide Tier 3/4 services for support center and third-party integrators
• Monitor, and be responsible for the progress of all issues/bugs reported
• Interact with various Departments, R&D, and Customer Support groups to address product issues in complex environments
• Maintain good internal and external customer communication, provide a high level of support and minimize escalations to R&D
• Prioritize daily missions/tickets and manage critical escalations.

- Purchasing, installing, and setting up cloud instances for each customer.

-Conducting systems support activities, such as network and server monitoring, troubleshooting, escalation, and resolution

- Perform routine monitoring, administration, repair and maintenance of the products within the managed environments

-Providing correct routing and escalation when situations require -Communicate the status of issues with responsible parties and NSOC Management in writing and verbally

-Managing the internal servers and devices of the company.

- Conduct systems support activities, such as network and server monitoring, troubleshooting, escalation, and resolution

- Perform routine monitoring, administration, and maintenance of the products within the managed environments

- Provide correct routing and escalation when needed, and communicate issues status with responsible parties and NSOC Management

- Maintain Service Delivery to meet customer Service Level Agreements

- Create and update existing documentation of processes and procedures

- Execute daily NSOC operations, escalations, ticketing and communications with customers

Investigation and troubleshooting technical issues
with mobile, television and internet issues.
Mobile Issues:
- Customer unable to receive or make calls
- Missing minutes/data/sms
- Wrong charging
Internet Issues:
- Session disconnect
- IP configuration problems
- Router setup
- Firmware upgrading
- STB connection problems
Television Issues:
- STB connection problems
- Missing channels
- Non-updated channels data
- EPG and VOD problems