Radostina Lyubomirova
Sofia
Summary
I am a down to earth person with great communication skills, looking for new opportunities that appreciate a friendly and inspiring working environment. I have a considerable number of technologies behind my back which lay a wonderful foundation for more challenging times.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Junior Service Delivery Manager
Harbor Solutions
11.2024 - Current
- Deliver tailored, customer-facing reports that visualize data usage and protection metrics, ensuring clients to clearly understand the value of the services provided;
- Act as primary liaison between clients and internal teams;
- Maintain high customer satisfaction by communicating service performance and proactively addressing potential concerns.
- Collaborate with technical and support teams to ensure smooth delivery and consistent alignment with SLAs;
- Drive continuous improvement by analyzing usage patterns and suggesting service optimizations;
- Ensure customer account data is consistently accurate and up-to-date, supporting smooth service delivery and informed reporting;
- Train new staff on job duties, reporting, data collection and procedures.
Critical Incident Manager
SAP Labs Bulgaria
04.2024 - 11.2024
- Coordinate and manage cross-functional teams to address and resolve incidents;
- Serve as the point of contact during an incident, communicating with stakeholders, senior management, and external parties as needed;
- Document all aspects of the incident, including actions taken, communications, and resolutions;
- Provide regular updates to stakeholders throughout the incident lifecycle;
- Follow ITIL Incident Management Best Practices.
Site Reliability Engineer
Qredo LTD
01.2022 - 10.2023
- Maintain the reliability and performance of the company systems via building effective monitoring systems, preventing incidents. Communicate with DevOps and Dev teams & providing input on what could be improved;
- Manage incidents following escalation procedure and communicating with the required teams to ensure fast resolution and minimal impact;
- Technologies: DataDog, Rundeck, Cloudflare, GitHub, GitLab, Azure AD, AWS, Atlassian tools: OpsGenie, Jira, etc;
- Work on additional tasks - reports, on-call schedules, domain name transfers, access management;
- Work on-call shifts.
Service Engineer
SAP Labs Bulgaria
07.2018 - 01.2022
- Manage the lifecycle of Service Fabrik based PostgreSQL, Redis, RabbitMQ and Mongo, on PaaS Cloud Foundry platform working on all the big IaaS providers AWS, GCP, Azure. Work with Hyperscaler solutions of AWS and Azure. As well as AWS S3 based storage solution provided by SAP - ObjectStore as a Service;
- Investigate, read and analyze system logs, monitor system availability and performance metrics, drive root cause analysis and follow-up improvements. Write knowledge base for internal use of new services, corner-cases, etc;
- Work closely with development and operations teams, providing input on what could be improved in regards of performance, monitoring, automations and lifecycle management;
- Technologies - Linux, Audit logging, SAP GBaaS, Concourse, Grafana, Dynatrace, Git, K8S, Atlassian, ELK and many more;
- Work on-call shifts.
Scrum Master
SAP Labs Bulgaria
10.2020 - 05.2021
- Understand and apply the Scrum methodology in the everyday work of the team;
- Create schedules and performance reports, organize and lead meetings;
- Review teams' tasks and communicate closely with team, PO, manager and other teams.
Analyst, System Monitoring & Event Management
Hostway Bulgaria EAD
08.2017 - 07.2018
- Monitor technology platforms and services, both internal and customer facing using Grafana, Nagios;
- Troubleshoot and manage different versions of Linux and Windows OS and their web services, with or without control panels on physical or virtual machines/servers;
- Migrate data and partially configure Windows and Linux servers;
- Troubleshoot and manage Cisco ASA firewall, Linux firewall: IPtables and Windows firewall. Install SSL certificates and handle the configurations.
Analyst, Web & Apps Technical Support
Hostway Bulgaria EAD
04.2016 - 08.2017
- Communicate with customers via phone, email or chat to determine root cause of issues and provide recommendations and direction for successful resolution;
- Basic troubleshooting on Linux and Windows web hosting, via command line or FTP. As well as e-commerce solutions;
- Basic troubleshooting of domain names, DNS and services that the company provides;
Sports Animator - Tennis Court Coach
Duni AD
06.2015 - 09.2015
- Teach the visitors how to play tennis and communicate mostly in English and some Russian.
Education
Computer Technologies -
Technical University of Sofia
Sofia07-2017
Computer systems technician - Third degree professional qualification in Information Technology -
Professional Secondary School of Computer technologies and Systems (UKTC)
Pravets06-2015
Skills
- Attention to detail and organizational skills
- Emotional Intelligence - Empathy and social awareness
- Communication and teamwork
- Time Management
Certification
AWS Certified Cloud Practitioner Amazon Web Services aws.amazon.com/verification November 2022
Credential ID: JFKZPYXKTNREQXSC
Business Analysis Foundations LinkedIn Learning February 2024
Supported by IIBA and PMI
Certificate ID: 68e996875f31eb0ee4ae4c518d3909efe52bff9b16fee39268b418e9bc50d0fb
Languages
Bulgarian
Advanced (C1)
English
Upper intermediate (B2)
German
Beginner (A1)
Interests
Foosball, Volleyball, Tennis court, Travelling, Ski
Timeline
Junior Service Delivery Manager
Harbor Solutions
11.2024 - Current
Critical Incident Manager
SAP Labs Bulgaria
04.2024 - 11.2024
Site Reliability Engineer
Qredo LTD
01.2022 - 10.2023
Scrum Master
SAP Labs Bulgaria
10.2020 - 05.2021
Service Engineer
SAP Labs Bulgaria
07.2018 - 01.2022
Analyst, System Monitoring & Event Management
Hostway Bulgaria EAD
08.2017 - 07.2018
Analyst, Web & Apps Technical Support
Hostway Bulgaria EAD
04.2016 - 08.2017
Sports Animator - Tennis Court Coach
Duni AD
06.2015 - 09.2015
Computer Technologies -
Technical University of Sofia
Computer systems technician - Third degree professional qualification in Information Technology -
Professional Secondary School of Computer technologies and Systems (UKTC)
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