I will manage your customer support tickets and escalations, jira system write sops

Struggling with a messy support process, no clear escalation path, or a ticketing tool that's set up but not actually working for your team?

I'm an Application Support & Operations professional with hands-on experience supporting live financial trading platforms handling high-volume, time-critical user escalations under strict turnaround-time (TAT) commitments, and coordinating across engineering and vendor teams to get issues resolved fast.

I'll bring that same structure to your support operation.

What you get:

• A properly configured ticketing system (JIRA, Zendesk, or Freshdesk) categories, priority levels, and workflows set up for your team
• Clear SOP documentation your team can actually follow
• An escalation matrix so issues always reach the right person, on time
• Optional: ongoing L1/L2 ticket handling against defined TAT

I bring a structured, SLA-driven mindset reliable, detail-oriented, and comfortable working independently against clear turnaround expectations.

Message me before ordering if your setup has specific requirements happy to scope it first.