Led a High-Performing Application Support Team:
? Spearheaded a team of L2 Application Support agents, ensuring
efficient resolution of B2B web application issues.
? Improved team SLA adherence through proactive monitoring,
automation implementation, and targeted improvement strategies.
Enhanced Support Efficiency and Stakeholder Communication:
? Developed and maintained a real-time JIRA dashboard with
insightful data visualizations, empowering improved reporting
accuracy and stakeholder communication.
? Streamlined support processes by creating JIRA filters, dashboards,
and automations tailored to specific department needs.
Knowledge Transfer and Technical Expertise:
? Successfully transitioned a web application to a new group, including
comprehensive employee training and knowledge transfer, ensuring
a smooth handover of support processes.
? Trained over 50 employees across various roles (L1/L2 agents,
Service/Product Managers, Problem/Change Managers) on the B2B web
applications and ticketing tools.
? Served as a trusted technical consultant to the entire operations team
team, including the Head of Operations and the Director, providing
in-depth application knowledge and troubleshooting expertise.
