Case Study: Built a Support Team & Process from Scratch

At Al Jazeera, I initiated and executed a pivotal project to establish robust support operations, optimizing workflow, enhancing knowledge sharing, and fostering technical expertise within the team. Through strategic planning and hands-on implementation, I successfully transformed support processes to drive organizational success.

Absence of structured support operations and processes.

Lack of detail in issue tracking.

Limited access to essential information, hindering problem resolution.

Need for talent acquisition and skill development within the support team.

Support Team Establishment

Process Standardization

Knowledge Sharing Platform

Talent Development

Significant Efficiency Boost: Implementation of standardized processes and streamlined workflows resulted in a remarkable decrease in incident resolution times, plummeting from approximately 2 weeks to a mere 2-5 hours.

Improved Collaboration: Centralized ticketing system and knowledge base promoted collaboration and knowledge sharing not only among the support teams, but also other engineering groups.

Talent Growth: Technical training and career development opportunities facilitated skill enhancement and career progression within the support team. Essentially the Support Team is not a Business and Engineering Operations Group, with the agents now fully realized as DevOps Engineers and Associate Project Managers, handling complex scenarios of managing cloud environments, leading and managing the migration of resources, developing processes and automations for business improvements.

Operational Optimization: Efficient support operations minimized downtime and disruptions, contributing to overall organizational effectiveness.

Through strategic planning and proactive implementation, the establishment of support operations at Al Jazeera marked a significant milestone in enhancing organizational efficiency and effectiveness. By addressing key challenges and implementing tailored solutions, we laid the foundation for sustained success and growth in the digital era.