Jibran Chesti
OPERATIONS DELIVERY & CUSTOMER EXPERIENCE LEADER | Applications Support | SaaS Operations | Customer Success | Service Delivery Management
Summary
Senior Operations & Customer Experience Leader with 12 years of success driving B2B/B2C SaaS, Cloud, and enterprise software support operations for global clients. Skilled in leading 24/7 multi-tier teams, optimizing SLA/TAT/ART/CSAT/NPS performance, and transforming service delivery frameworks. Proven ability to align operational excellence with business strategy, strengthen client relationships, and deliver measurable improvements in efficiency, retention, and satisfaction.
Overview
12
12
years of professional experience
5
5
Certifications
Work History
Applications Support Manager
TechnePlus
03.2025 - Current
- Lead high-level application support operations for client Avery Dennison, managing Oracle Cloud Marketplace services for 20+ global brands (ZARA, Walmart, Disney, Lululemon, Carters, PVH, Target, etc.).
- Oversee SLA, TAT, backlog, and high-priority incidents across Oracle CPQ, OCC, OIC, CDM & EBS environments.
- Reduced backlog from 400+ to < 20 within 2 months while maintaining daily inflow and SLA targets as well.
- Cut P1 resolution time from days to < 8 hours and improved overall resolution from weeks to days, within defined SLA.
- Designed ServiceNow dashboards and automated reports, enhancing visibility & KPI tracking.
- Created scenario-based response templates and redefined SLA metrics with client leadership.
- Delivered data-driven analytics and performance dashboards for executive reviews.
- Directed L&D and KT programs to strengthen team capabilities and align with new releases.
- Facilitated cross-functional collaboration among Product, QA, Development, and Business teams.
- Oversaw vendor relationships for software solutions, ensuring seamless integration into existing systems and workflows.
Technical Operations & Support Manager
Pulsora
05.2024 - 11.2024
- Directed global B2B SaaS operations, handling 100+ weekly tickets via JIRA with 95%+ SLA compliance.
- Led client onboarding and adoption, onboarding 11+ enterprise clients and improving retention by 20%.
- Implemented process optimization and RCA frameworks, achieving 92%+ CSAT and reducing backlog by 35%.
- Partnered with Product, QA, Engineering & Sales to deliver 10+ feature releases raising engagement by 20%.
- Conducted API and backend troubleshooting (DBeaver, Couchbase, PostgreSQL, Postman), resolving 90% of API issues within SLA.
- Built SOPs and training modules, boosting team efficiency by 30% and halving new-hire onboarding time.
- Produced analytics reports influencing $1M+ in strategic planning decisions.
Technical Operations Team Lead
Comviva
03.2022 - 03.2024
- Managed 10+ enterprise clients with 95% CSAT & 99.9% uptime. Reduced resolution time by 40% via workflow optimization.
- Strengthened client retention by 40% through proactive success initiatives.
Technical Support Manager
Twin Health
02.2021 - 02.2022
- Led 24/7 tech support for IoT & app users (80+ staff), achieving 92% FCR and 90%+ CSAT.
- Introduced SOPs and training systems improving efficiency by 30%.
Senior Technical Support Engineer (L3)
Concentrix (Intuit/QuickBooks & Microsoft/O365)
01.2019 - 01.2021
- Resolved enterprise escalations ensuring SLA compliance and RCA resolution with Microsoft Premier Support.
Technical Support Engineer / Quality Analyst
Global Stringent Technologies Pvt. Ltd.
02.2016 - 07.2018
Systems & Networks Engineer
Infinity Access Technologies Pvt. Ltd.
10.2013 - 01.2016
Education
B.E. - Computer Science Engineering
Visvesvaraya Technological University (VTU)
Bangalore01.2013
Skills
Operations Leadership
SaaS Service Delivery
Customer Success Strategy
Global 24/7 Support Incidents Delivery & Escalation Management
Process Optimization
Data Analytics & Reporting (Tableau, Zendesk Explore, Fresh Desk, ServiceNow, Jira, Google Analytics)
Incident lifecycle management
Release deployment management
SLA, ART & TAT Governance
Cross-Functional Collaboration (Product, QA, Engineering, Sales)
Team Development
RCA & SOP Frameworks
ITIL & AGILE methodologies
Project coordination & Program management
Cross-Functional Collaboration (Product, Engineering, QA, Sales)
Client Onboarding & Adoption Processes
Cloud Environments Awareness (AWS / Azure / Oracle)
Accomplishments
- Transformed global support operations across Oracle Cloud environments, cutting backlog by 90%+ through process redesign and leadership alignment.
- Elevated customer-experience metrics, achieving 92%+ CSAT, 40% higher retention, and stronger enterprise partnerships.
- Directed teams of 80+ professionals across SaaS and cloud support, maintaining 95%+ SLA compliance and rapid escalation turnaround.
- Delivered strategic insights via analytics and executive dashboards influencing $1M+ in business-planning decisions.
- Standardized SOPs and reporting frameworks, boosting efficiency by 30%+ and accelerating onboarding and delivery.
Certification
Project Management
Timeline
Applications Support Manager
TechnePlus
03.2025 - Current
Technical Operations & Support Manager
Pulsora
05.2024 - 11.2024
Technical Operations Team Lead
Comviva
03.2022 - 03.2024
Technical Support Manager
Twin Health
02.2021 - 02.2022
Senior Technical Support Engineer (L3)
Concentrix (Intuit/QuickBooks & Microsoft/O365)
01.2019 - 01.2021
Technical Support Engineer / Quality Analyst
Global Stringent Technologies Pvt. Ltd.
02.2016 - 07.2018
Systems & Networks Engineer
Infinity Access Technologies Pvt. Ltd.
10.2013 - 01.2016
B.E. - Computer Science Engineering
Visvesvaraya Technological University (VTU)