Giga Kovaliovi
Operational Excellence Manager @ Webiz International
About
I build and scale high-performing operations and support functions that keep businesses running at speed. With 5+ years of leadership across FinTech, iGaming, and SaaS, I’ve delivered impact in both startups and global enterprises by aligning operations with business growth. Career highlights include reducing MTTR by 93% and cutting escalations by 89% at eToro, building scalable 24/7 monitoring structures, and leading smooth change and release management cycles that kept services stable and compliant. By combining technical fluency (Datadog, Grafana, Splunk, PagerDuty) with a people-first leadership style, I deliver both resilience and efficiency. I thrive where performance, uptime, and customer trust are non-negotiable. Open to senior leadership opportunities — Head of Support, Director of Operations, or similar — where I can lead global teams, elevate SLAs, and drive operational excellence.
Georgia
Tbilisi
Gambling & Casinos
Support Management, Escalations Management, SLA , Team Mentoring, Performance Management, Workforce Management, Knowledge-based Systems, KPI Implementation, Operational Strategy, Process Optimization, Agile Methodologies, Workflow Automation, KPI Reporting, Change Management, Continuous Improvement, Network Monitoring Tools, MTTR, Crisis Management, Service-Level Agreements (SLA), 24/7 Global Team Management
Experience
Operational Excellence Manager
Webiz International
Tbilisi, Georgia
• Designed and executed operational strategies that increased process efficiency and reduced bottlenecks across departments. • Led cross-functional projects using agile methods, delivering 100% of objectives within deadlines. • Streamlined workflows and eliminated redundancies, boosting team productivity and cutting time-to-resolution.
Operations Center Manager
Webiz International
Tbilisi, Georgia
• Directed a 15+ member NOC team, improving network monitoring and troubleshooting response times by 70%+. • Reduced MTTR by 93% and increased first-resolution rate from 80% → 98% via automation and process optimization. • Established a crisis management framework, ensuring business continuity and uptime for mission-critical services.
Operational Excellence Manager
eToro
Tbilisi, Georgia
• Designed and executed operational strategies that increased process efficiency and reduced bottlenecks across departments. • Led cross-functional projects using agile methods, delivering 100% of objectives within deadlines. • Streamlined workflows and eliminated redundancies, boosting team productivity and cutting time-to-resolution.
Operations Center Manager
eToro
Tbilisi, Georgia
• Directed a 15+ member NOC team, improving network monitoring and troubleshooting response times by 70%+. • Reduced MTTR by 93% and increased first-resolution rate from 80% → 98% via automation and process optimization. • Established a crisis management framework, ensuring business continuity and uptime for mission-critical services.
Service Desk Specialist
EPAM Systems
Tbilisi, Georgia
• Provided remote technical support to resolve user issues promptly and efficiently. • Ensured high user satisfaction through timely and accurate customer service. • Diagnosed and resolved a wide range of IT issues, from software to hardware. • Managed service requests, prioritized tasks, and maintained detailed records.
Team Lead, Service Support
Evolution
Tbilisi, Georgia
• Managed and motivated a support team, driving SLA compliance and customer satisfaction. • Implemented workflow enhancements, improving team output by 25%. • Mentored junior members into leadership positions, strengthening long-term capability.
Mentor Service Support Specialist
Evolution
Tbilisi, Georgia
Service Support Specialist
Evolution
Tbilisi, Georgia
Education
Tbilisi State University
Law
Giga Kovaliovi's Contact Information
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