Head of Technical Support (B2B)
- Managed 30+ engineers and team leads.
- Supported 250+ microservices at L3.
- Implemented ITIL flow + SLA, reduced load by 60%.
- Built 20+ monitoring metrics and dashboards.
Dmitry Yakovlev
Head of Client and Partner B2B Support
About Me
IT manager and Team Lead with 11+ years in enterprise support, incident/process management and high-load digital services.
Work Experience
Head of Product Support L3
- Led support for 15+ high-load services (MAU 800k+).
- Owned ITIL service processes, metrics and SLA.
Head of IT Department
- Coordinated production/dev/test service operations.
- Managed incident response and post-mortems.
Team Lead, Support
- Built and scaled helpdesk/service desk functions.
- Managed teams, budgets, vendors and enterprise support processes.
Core Skills
- ITIL / ITSM
- Team Leadership (L2/L3)
- SLA / KPI / Incident Management
- Process Optimization & Automation
Tools
- Jira
- Confluence
- Grafana
- Dynatrace
- SQL
- Notion
Education
-
Moscow State University of Technology and ManagementComputer Science, Information Processing Systems2014
-
Ryazan State Technological CollegeAutomated Information Processing & Control Systems2011
Languages
- Russian - Native
- English - B1