Stefan Mitev
Major Incident Manager Lead
Sofia
Summary
Senior IT Service Management leader with 10+ years of experience driving end-to-end Major Incident, Escalation, and Critical Operations management across global enterprise environments. Proven track record in stabilizing complex IT ecosystems, redesigning incident processes, introducing automation, and improving service reliability. Specialized in Major Incident Leadership, High-Severity Crisis Coordination, Process Optimization, and Stakeholder Management at Executive Level. Adept at collaborating with Engineering, DevOps, Product, and Customer Success teams to minimize business impact and maintain operational resilience. Experienced in remote, multi-regional team leadership, 24/7 operational coverage, and managing incidents within highly regulated and ISO-aligned environments.
Overview
14
14
years of professional experience
7
7
Certifications
2
2
Languages
Work History
Incident Team Manager
Sportingtech
09.2024 - Current
- Leading the Major Incident Management team.
- Own the end-to-end incident resolution process, ensuring timely responses to minimize business impact.
- Coordinate technical and functional teams during high-severity incidents to restore services swiftly.
- Monitor incident trends and ensure proper prioritization and escalation.
- Identify patterns in incidents to flag potential problems requiring deeper analysis.
- Collaborate with Problem Managers to implement corrective actions and proactive measures.
- Participate in post-incident reviews to identify improvements and prevent recurrence.
- Work with Change Managers to assess, plan, and implement changes needed to resolve incidents permanently.
- Ensure that emergency changes required for incident resolution follow proper approval processes.
- Validate the success of implemented changes in resolving underlying issues.
- Serve as the single point of contact for all communications during major incidents.
- Provide timely updates to stakeholders, including technical teams, business leaders, and customers.
- Deliver incident reports and ensure transparency about resolution efforts and outcomes.
- Drive improvements in the Incident Management process by identifying bottlenecks or inefficiencies.
- Implement lessons learned from incidents into process updates, training, and documentation.
- Mentor and guide junior team members and foster a culture of accountability and excellence.
- Manage on-call schedules to ensure adequate incident response coverage.
- This expanded description emphasizes the role not only in managing technical processes but also in acting as a key collaborator with high-level management and business stakeholders. The role bridges technical operations and strategic business objectives, making it critical for maintaining organizational resilience and operational excellence.
Senior Business Escalation Manager
Worldline/Energize Global Services
02.2021 - 09.2024
- Main point of contact and responsibility for company critical incidents.
- Work with internal teams to collaborate, drive prioritization, analyze and resolve complex issues, in the payments flow.
- Developing and maintaining a prioritized issue list and action plan to handle and drive resolution across multiple teams, including executive engagement as required.
- Resolving customers’ critical situations by effectively partnering with functional leads in Customer Support/Success, Technical Account Management, Partner Services, Development, and elsewhere as required by the issue.
- Led regular meetings with internal and customer contacts, managing customer expectations on status and timelines.
- Define action plans and follow through with complete documentation to issue closure.
- Hold scheduled conference calls with key customer accounts/internal teams.
- Responsible for oversight/reporting on all blocking issues and evaluating escalation performance metrics.
- Structure complex and potentially charged business issues for senior leadership and serve as a thought partner in problem-solving the issue.
- Actively participating in the change and problem process.
- Constantly improving the escalation process. Actively discussing client communication when it’s necessary to be sent.
- Developing and creating complex escalation processes for the biggest shared services platforms.
Critical Incident Manager – Project Manager
DXC Technology
01.2015 - 02.2021
- Manages escalated and top-priority incidents up to and including resolution.
- Escalates problematic incidents to the EMEA Sev1 Management team whilst continuing to support the resolution.
- Maintains the appropriate level of authority within the client and HP organizations to ensure the success of the incident resolution.
- Leads the internal and external communication of the incident.
- Is involved in the incident review phase (Post Incident and Root Cause reviews).
- Sponsors the continual development and socialization of the Situation Management Process across EMEA.
- Liaises with Strategic Incident Manager counterparts across other DXC Regions and proactively remain cognizant of industry trends to develop and promote best practice.
- Leading different groups and all teams responsible to resolve high priority incidents.
- Pro-actively working in close collaboration with the teams and the client in order to prevent critical incidents from happening.
- Managing Risk incidents upon mutual agreement with customer to prevent turning these into critical ones.
- In addition to my daily duties I’m acting as Scrum Master for developing Critical Incident Portal that was used to check the critical cases for Deutsche Bank.
Information Technology Support Engineer
PPD Bulgaria
05.2013 - 12.2014
- Comprehensive Technical Support for Clinical Trials.
- Organization and utilization of support resources provided including emails, documentation, contact lists.
- Technical issues troubleshooting.
- Working with virtual environments and active directory.
- Assistance with remote sessions.
- Performing customer support tasks and special projects.
Help Desk Analyst
HCL Bulgaria
07.2011 - 05.2013
- Comprehensive Technical support.
- Creation of detailed call logs documenting customer interactions.
- Work with upset and sensitive customers.
- Various escalations; complex procedures following.
- Contribution to technical knowledge base and best practices.
Education
Bachelor of Journalism and Mass Communication - English language, Journalism, Public Relationship, Mass communications, Media
05.2009
Skills
Incident & Crisis Management
Certification
ITIL Foundation Certificate in IT Service Management
RECOMMENDATIONS (What to Add or Improve)
- These are optional improvements that can make your CV even more powerful:
- 1. Add a short “Key Achievements” section
- Right before work experience — 3–5 bullets summarizing your biggest wins.
- Example:
- Cut escalation time from 15 minutes to
- Reduced MTTR significantly through redesigned incident workflows.
- Implemented 24/7 coverage model with optimized staffing.
- 2. Add a section for tools & platforms
- ATS systems like keywords.
- 3. Keep a separate document with numerical achievements
- You can give numbers during interviews — good strategy.
- If you want, I can now also:
- Format this version into a 1-page compact version
- OR
- Create a designed version with layout blocks and modern structure
- Just tell me what you prefer!
Timeline
Incident Team Manager - Sportingtech
09.2024 - Current
Senior Business Escalation Manager - Worldline/Energize Global Services
02.2021 - 09.2024
Critical Incident Manager – Project Manager - DXC Technology
01.2015 - 02.2021
Information Technology Support Engineer - PPD Bulgaria
05.2013 - 12.2014
Help Desk Analyst - HCL Bulgaria
07.2011 - 05.2013
University of National and World Economy - Bachelor of Journalism and Mass Communication, English language, Journalism, Public Relationship, Mass communications, Media