Jibran Chesti

● Technical Operations Manager / CSM with 10 years of experience in Global 24/7

Omnichannel SaaS Application/Technical Support & Operations, On Prem Systems and Mobile Application Ops support.

● Demonstrated history of improving & Managing SLA, TAT, CSAT, NPS, RCA'S,

Backlogs, using Omnichannel ticketing tools such as (ZENDESK, JIRA Confluence,

FRESH DESK, SALES FORCE, SERVICE NOW, MICROSOFT’S HELP DESK PLUS)

● Experience in managing B2B Clients Technical Operational Implementations.

● Committed in managing & governing contact center support resources & support teams.

● Skilled in developing Tech Ops support’s SOPs, training, coaching programs and

Knowledge base articles for Ops Engineers, contact center agents and onsite technicians.

● Technical Operations Manager / CSM with 10 years of experience in Global 24/7

Omnichannel SaaS Application/Technical Support & Operations, On Prem Systems and Mobile Application Ops support.

● Demonstrated history of improving & Managing SLA, TAT, CSAT, NPS, RCA'S,

Backlogs, using Omnichannel ticketing tools such as (ZENDESK, JIRA Confluence,

FRESH DESK, SALES FORCE, SERVICE NOW, MICROSOFT’S HELP DESK PLUS)

● Experience in managing B2B Clients Technical Operational Implementations.

● Committed in managing & governing contact center support resources & support teams.

● Skilled in developing Tech Ops support’s SOPs, training, coaching programs and

Knowledge base articles for Ops Engineers, contact center agents and onsite technicians.

B.E Computer Science and Engineering