YeTI Tecnologia · 2026 · Operations & services
Restructuring the service desk and SLAs
Processes, priorities and indicators for 1,200–1,600 tickets a month.
Context
High ticket volume, inconsistent handling and support indicators that offered little predictability.
What was done
Defined processes, ticket categories and priorities, support playbooks, structured onboarding and continuous SLA tracking.
My role
Designed the support structure and its indicators.
Outcome
- 01SLA consistently above 95%.
- 02Consistent handling across teams and shifts.
Let’s talk.
Open to Technology & Operations leadership roles in Brazil, the US and Europe, including relocation.
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