Jalel Balti

• Lead a technical support team delivering 24/7 service coverage with 97% SLA compliance for 2+ consecutive years, serving as escalation point for critical incidents across enterprise applications. • Manage team operations including shift planning, workload distribution, and professional development through regular 1:1s and performance assessments, ensuring optimal coverage and team growth. • Facilitate weekly team meetings and briefings to communicate strategic priorities, track progress on key initiatives, and maintain alignment with organizational objectives • Serve as liaison between technical teams and business stakeholders, translating complex technical issues into actionable insights for leadership decision-making • Build and maintain comprehensive knowledge base documentation, enabling team self-sufficiency and reducing dependency on escalations by 25% • Manage vendor relationships and coordinate with external partners to ensure timely support for critical infrastructure and application issues • Implement quality assurance processes for ticket resolution and customer interactions, maintaining high service standards across all team touchpoints • Transformed incident management processes, reducing system downtime by 30% and cutting average resolution time by 3 hours/week through structured escalation frameworks and proactive monitoring

• Installation, Configuration and Administration of Univiewer $UNIVERSE V6.10.62 on Production and Quality platforms (Linux, Windows) • Troubleshoot complex multi-system issues spanning job failures, ETL/SAP integrations (Informatica Cloud, WebMethods), database connectivity (Oracle/SQL Server), and network infrastructure • Incident management on Freshservice • Project management on Jira • Documentation of processes for effective Incident management • Standardization of applications to be integrated into the Scheduler • Led critical system upgrade (Dollar Universe v5.1 → v6.10.62) with zero downtime, serving as SPOC for all technical and business stakeholders throughout the migration • Leading meetings for the implementation of new projects • delivering 850+ scheduling projects on-time with zero critical failures