About Me
B2B support leader with 11+ years in product and enterprise companies. I build client and partner support as a business function through clear SLA, FRT/FCR/ART/CSAT, mature incident management, WFM, and transparent collaboration across support, commercial, product, and engineering teams.
Target roles: Head of Support, B2B Support Leader, L2/L3 Support Lead, ITSM/Incident Management Lead.
Expertise: SLA, FRT/FCR/ART/CSAT, ITIL/ITSM, incident & problem management, WFM, high-load services and partner integrations support.
Work Experience
- Lead L1-L3 teams for SLA-critical B2B integrations and key partners.
- Develop partner SLA and customer metrics: FRT, FCR, ART; analyze repeated requests.
- Standardized written communication and escalation rules to reduce conflict cases.
- Reduced manual processing through automation of repetitive scenarios.
- Managed 30+ support engineers across product and commercial streams.
- Handled seasonal peaks, SLA/FRT/FCR, escalations, and cross-functional process ownership.
- Owned support for 15+ high-load services (MAU 800k+).
- Managed SLA, capacity planning, and reporting for steering committees.
- Worked with critical scenarios and high-load services.
- Participated in post-mortems and systemic service improvements. Earlier roles: Mosenergo, MTS, Rosneft, KDL.
