Yura Mas
@yuramas
Technical operations and L2/L3 systems support and deliver reliable SaaS feature
UkraineWhat I'm looking for
I’m a Technical Operations & Logistics Support leader focused on bridging software engineering, SaaS platform operations, and enterprise logistics management. I specialize in L2/L3 incident management, root-cause analysis, and API troubleshooting to keep complex B2B/B2C systems running smoothly.
In my current role, I manage a cross-functional team of up to 34 specialists and drive operational performance through structured SOPs and onboarding frameworks. I’ve maintained 98.6% SLA compliance, reduced MTTR by 35%, and cut recurring operational errors by 25% through automation and standardized escalation protocols.
I also engineer the systems behind the workflows—directing an automated freight cost calculation engine that processes multi-modal freight tariffs, international taxes, customs duties, and real-time fuel surcharges. Previously, I refactored SQL and optimized data processing for financial and logistics calculations, improving response times by 30%, while mentoring engineers via documentation and knowledge-base articles.
Experience
Work history, roles, and key accomplishments
Technical Operations & Logistics Support
Expert Team
May 2024 - Present (2 years 3 months)
Scaled and led a cross-functional operational team of 34 specialists, increasing team KPI throughput by 30% through SOPs and onboarding frameworks. Managed logistics freight engine operations and end-to-end L2/L3 incident lifecycles in Jira Service Management and Zendesk, achieving 98.6% SLA compliance and improving MTTR by 35%.
L2/L3 Systems Support Engineer
Tornado
Aug 2023 - May 2024 (9 months)
Resolved system-level incidents including API integration faults and database bottlenecks using SQL queries, log analysis, and system diagnostics. Oversaw ticket escalation workflows and authored technical documentation/knowledge base articles, reducing unresolved escalations by 20% and improving resolution time by 18%, while optimizing SQL/data processing to reduce response lag by 30%.
Education
Degrees, certifications, and relevant coursework
Dragomanov University
Master's degree, International Relations
Earned a master’s degree in International Relations at Dragomanov University in Kyiv, Ukraine.
Availability
Location
UkraineAuthorized to work in
ZimbabweSocial media
Job categories
Skills
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