Ersin Yencilek

I am an IT service expert with over a decade of leadership experience in support operations. My proficiency in process optimization and SLA-driven incident management has allowed me to lead teams effectively within enterprise environments. I pride myself on being technically skilled and solution-oriented, with a strong focus on clear communication and delivering high service quality.

During my tenure at Zalando SE, I successfully led an 11-member IT support team, coordinating daily operations and prioritizing support tickets while ensuring adherence to SLAs. I implemented KPI-based improvements in support workflows and promoted staff training and IT certifications, which significantly enhanced our service delivery. My experience also includes managing recruitment processes and handling escalations of critical incidents, ensuring that our team met the highest standards of performance.

My background as an IT Support Technician has equipped me with the technical skills necessary to resolve issues across various platforms, including Windows, Linux, and macOS. I am passionate about fostering a collaborative team environment and continuously improving internal IT quality processes.