Neli Zhekova

Managing the expansion of the SIEM Service and the technical development of the SIEM use case library •Use case Design Team Lead •Coordinating the existing IT service management activities between the internal teams and the international subsidiaries •Coordinating operational processes with the Ergo Group subsidiaries •Looking after the SIEM service consumers and acting as a contact person for escalations •Monitoring compliance with the agreed SLAs

Ensures that service delivery meets agreed service levels; Reports service results, drives improvement actions; Builds Quality and Governance of Client Delivery; Diagnoses service delivery problems and initiates actions to maintain or improve levels of service; Establishes and maintains Security Management, Risk Management and Compliance Management;

Performing an intermediary role between the customer and HP ESS with regard to all areas of service delivery, working with the customer to ensure that information, services delivered, queries and issues are dealt with effectively and quickly.

Create, modify and disable/delete user access based on approved process on Unix-based and Windows Servers. Health checks, system monitoring and Diagnostic.

Supporting the HR administration in the process of staff administration – preparation of labor contracts, annexes, orders of termination, maintaining and updating the internal database consisting employees’ personal files; conducting interviews for personnel job motivation; conducting training of team leaders regarding job performance appraisal.