paul baidatsky

I’m a Technical Support and Operations Manager with 10+ years of experience leading global support team operations, incident management processes, vendor coordination, SLA compliance, and operational excellence.

I’ve managed global support operations for 1,000+ monitored client feeds, maintaining 99% uptime and SLA compliance through 24/7 monitoring in enterprise SaaS platforms. I’ve directed major incident response efforts involving cross-functional engineering teams to reduce customer impact through rapid diagnosis and coordinated resolution.

I lead and coach teams—most recently a team of seven Technical Support Specialists—by standardizing incident management protocols, escalation management, and KPI reporting. I improve outcomes with workflows that increased first-contact resolution by 50% and reduced engineering escalations, while ensuring workforce planning and seamless shift handoffs.

I build durable operational capability by setting up knowledge management processes and training programs that reduced new Jira hire ramp-up time and drove continuous improvement across global support teams. I also rely on hands-on troubleshooting, using Nagios and internal SaaS platforms for remote diagnostics and coordinated restoration during weather outages, feed migrations, or hardware failures.