IBRAHIEM SALAH

• Spearheaded acceptance ratio optimization across 20+ acquiring banks and payment gateway partners in the MENA region.
• Served as the primary technical contact for gateway providers, managing integrations with 3-D Secure, fraud detection, OTP, and callback frameworks.
• Built and maintained real-time dashboards using Grafana and Prometheus for proactive alerting, latency tracking, and callback monitoring.
• Introduced AI-driven root cause analysis in the Night Watcher NOC, reducing resolution time and enhancing reliability.
• Collaborated cross-functionally on incident management and integration monitoring for 24/7 uptime.
• Prepared employee schedules for maximum coverage during key hours.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

• Led a team managing fintech applications for stock trading and investments, focusing on API reliability and user issue resolution.
• Implemented escalation processes that reduced downtime and improved first response time.
• Aligned support operations with engineering and product teams to enhance user satisfaction.
• Tracked KPIs and created continuous improvement plans.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Oversaw development and implementation of improvements to support network operations.
• Identified issues, analyzed information and provided solutions to problems.
• Developed strong organizational and communication skills through coursework and volunteer activities.
• Managed time efficiently in order to complete all tasks within deadlines.
• Worked effectively in fast-paced environments.
• Increased customer satisfaction ratings to 90%.

• Installation and configuration of Jira Cloud

• Configure, maintain, and administer Atlassian products (Jira, Confluence), Slack, and associated add- ons to maximize efficiency

• Create workflows, custom fields, dashboards, Kanban, scrum, and reports

• Monitor and maintain the operations, troubleshoot issues, and help develop new solutions for the system

• Troubleshoot, assign resources to resolve emerging or identified issues, and lead action teams to correct

• Central point between Operation, product team, and Engineering team

• Communication point with squads and all stakeholders on the domain level

• Create analysis for affected users and set priority according to quantifying of affected users

• Involved in UAT before releasing any new feature to make sure from impact and efficiency

• Engage and work with all stakeholders associated with the delivery and delivery teams,

• Manage a software SaaS-based technical support team supporting 37 cities in 16 countries

• Support Multiple Categories in mobility services (B2B – B2B2C – DRT – B2G- Dynamic Routing)

• Responsible for ensuring the success of customers by effectively managing the Night & Weekend

• Team of Technical Engineers along with associated support projects and processes

• Involve handling critical customer issues, career development of individuals, and project management processes Apart from day-to-day activities

• Verified construction documentation to meet client requirements and vision.

• Worked with the software development team on reported errors and bugs on newly released software and assisted in the deployment of release fixes.

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

• Actively listened to customers' requests, confirming full understanding before addressing concerns.

• Led a team of digital support specialists enhancing service delivery and efficiency.
• Monitored employee and customer interactions to assess quality of service.
• Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
• Monitored customer service metrics and provided feedback to team members, upholding quality standards.
• Created, prepared, and delivered reports to various departments.
• Analyzed customer service data to identify trends, identify solutions and improve customer experience.
• Managed specialist team to provide technical assistance and customer service.
• Implemented training programs reducing onboarding time and improving service quality.
• Developed internal documentation and troubleshooting guides for faster issue resolution.

• Handled technical escalations for internet, IPTV, and hosting services.
• Supported B2B clients and resolved end-user issues to maintain satisfaction.
• Responded to customer requests for products, services, and company information.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Delivered prompt service to prioritize customer needs.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Assisted call-in customers with questions and orders.
• Completed data entry to record call notes, suggestions and questions.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Maintained up-to-date knowledge of product and service changes.