Alexander Popov

Service Manager in Altium 365 Cloud @Altium®

Moncton, NB, CA

Acted as the primary escalation point for enterprise customers during complex technical issues, ensuring rapid resolution through coordination with Support, Engineering, DevOps, and Product teams.• Led critical incident response involving SSO, Git integrations, firewalls, public cloud (Azure, AWS), and hybrid infrastructure.• Owned end-to-end communication during service outages, delivering clear and timely updates to both internal and executive stakeholders.• Drove root cause analysis and post-incident reviews, implementing preventive actions that improved reliability.• Independently managed onboarding of a new Application Engineer: defined onboarding milestones, created knowledge-sharing plans, and ensured smooth integration into the team.• Participated in the hiring process by reviewing candidates, providing feedback, and supporting the manager with structured interviews.• Initiated and maintained internal playbooks, leading to faster resolution times and stronger cross-team alignment.• Proactively reduced engineering workload by handling complex cases and improving escalation processes.• Identified patterns in support data and customer feedback, initiating process and documentation improvements.

Moscow State University of Transport (MIIT)

Master, Organization and management of railroad transportation