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Eslam Darwish

@eslamdarwish

Senior Technical Service Operations leader automating workflows and improving CX through data-driven SLA, KPI, and dispute-management.

Egypt

Message

What I'm looking for

I’m looking to lead technical service operations where I can automate dispute and incident workflows, build KPI/SLA reporting with Jira/Zendesk/Tableau, partner cross-functionally, and deliver measurable CX and operational excellence while growing teams.

I’m a results-driven Senior Technical Service Operations Lead with 10+ years scaling technical service operations in high-growth, fast-paced environments. I specialize in automating service workflows, driving CX transformation, and building data-driven reporting ecosystems that protect performance across SLAs and KPIs.

At Careem, I engineered Jira automation for consumer dispute tickets, improving First Contact Resolution (FCR), and built analytics using Tableau and structured reporting to surface “red flag” trends early. I’ve also institutionally improved operational governance through SOP frameworks, OKR gap analyses, and root-cause fixes, while managing cross-functional delivery with Engineering, DevOps, and Product.

Experience

Work history, roles, and key accomplishments

Senior Technical Service Ops Lead

Careem

Dec 2023 - May 2026 (2 years 5 months)

Engineered Jira automation workflows for consumer dispute tickets and improved FCR through reduced manual bottlenecks. Built reporting and analytics using Tableau and Jira/Leapsome while coordinating technical integration with Engineering, DevOps, and Product teams.

Dispute Management Postman API Testing Zendesk Technical Integration Data Modeling Trend Analysis Tableau Excel Leapsome performance reporting Process Optimization

Senior Customer Service Lead

Careem

Feb 2017 - Dec 2023 (6 years 10 months)

Led end-to-end service operations across Egypt and the GCC, implementing customer service policies, SOPs, and quality standards. Served as the Saudi Arabia SPOC for regulatory and compliance matters while overachieving annual OKRs through root-cause fixes.

Customer Experience (CX)Service Operations Leadership SOP Development Quality Standards Root Cause Analysis Government Relations Regulatory Compliance Vendor Performance Management Subscription Growth Commercial Partnerships Stakeholder Management

Senior Second Line Technical Support

Vodafone UK

Dec 2015 - Dec 2016 (1 year)

Resolved advanced technical trouble tickets from opening to completion, contributing to strong first-contact resolution performance. Handled complex technical escalations and produced weekly management reports from call data to support operational visibility.

Troubleshooting First Contact Resolution Benchmarks

Administrative Manager

Computer Studies Institute Center

Sep 2014 - Sep 2015 (1 year)

Supervised ICDL exam administration and managed opening/closing financial statements for the center. Maintained filing and correspondence systems using Oracle and coordinated inbound inquiries and meeting logistics.

Financial Statements Oracle Inbound Administrative Coordination

Founder & Managing Director

Namys Trading & Industrial Co., Ltd.

Jan 2004 - Mar 2014 (10 years 2 months)

Founded and managed a trading and industrial operation, overseeing staffing, supplier relations, production operations, and sales across two store locations. Implemented policies for safety, productivity, and product quality while managing inventory, warehousing, and demand forecasting.