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Valter Gubeladze

@valtergubeladze

Global incident management leader at TELUS Consumer Goods who cut incorrectly prioritised P2 incidents by 30%+.

At TELUS Consumer Goods, I manage global incident response across APAC, the Americas, and EMEA, covering business-critical operations across 10 product lines. I cut incorrectly prioritised P2 incidents by 30%+ through ITIL-aligned triage and escalation frameworks.

I also designed and launched a company-wide Major Incident Response & Communications SOP, scaling coverage to 47 products across three regions. Previously, I led the EMEA customer support team and managed strategic customer accounts, including Nestlé, PepsiCo, Mars, and LEGO.

Experience

Work history, roles, and key accomplishments

Current

Manager, Global Incident Management

Current

TELUS Consumer Goods

Jan 2025 - Present (1 year 10 months)

Lead a global team across APAC, the Americas, and EMEA on a follow-the-sun model, ensuring 24/7 coverage. Oversee end-to-end response for business-critical issues, acting as the escalation point and managing SLA compliance across 10 product lines.

Incident Management ITIL SLA Management Cross functional Coordination Executive Reporting AI Assisted Reporting NotebookLM Process Improvement

Manager, Customer Support

TELUS Consumer Goods

Mar 2023 - Dec 2024 (1 year 9 months)

Led the EMEA team (14 direct reports) with dotted-line support to the Americas and APAC teams (12), managing a strategic book of business of over $7M ARR. Coordinated support teams across three time zones to resolve escalations and keep key accounts satisfied.

Team Leadership Performance Management Escalation Management SOP Development Cross functional Coordination Customer Support

Customer Success Manager

TELUS Consumer Goods

Aug 2020 - Mar 2023 (2 years 7 months)

Managed a portfolio of strategic accounts, including Nestlé, PepsiCo, Mars, and LEGO, serving as primary relationship owner and escalation point. Ran an internal ticket audit to improve communication standards, raising ticket satisfaction scores by 10%.

Customer Success Account Management Escalation Management Process Improvement Communication Skills

Business Development Manager

Burning Buttons

May 2019 - Aug 2020 (1 year 3 months)

Managed a team of direct reports, running role-play training to improve handling of difficult client conversations. Recruited and trained lead generators, improving outbound response rates from 6% to 15%.

Team Management Training Recruitment Sales Lead Generation

Sales Representative

Magora Systems

Aug 2018 - May 2019 (9 months)

Negotiated with small business owners across diverse international markets. Collaborated with project managers and clients to ensure successful project delivery.

Negotiation Client Relations Project Coordination