NisahAhmad

Product Support and Operations Leader

Leading with style, clarity and empathy — I build the systems, frameworks and teams that turn complexity into calm. A decade of global support experience, a passion for AI, and an obsession with getting things right.

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Superpower

Making support faster, teams happier, and customer headaches disappear.

10+Initiatives
5AI Projects
∞Books Sniffed
Quirky fact: I like to smell books. Ancient wisdom has a scent — and apparently so does good documentation.

Building Intelligence
Into Operations

I leverage AI-driven solutions to streamline workflows, minimize errors, and enable support teams to work more efficiently.

Status Page Generator

An AI agent that auto-generates customer-facing incident communications. Instead of manually editing templates, support teams simply input the key details and receive a fully structured, ready-to-publish status update — consistent, fast, and on-brand every time.

AI Agent · Prompt Engineering · Comms Automation

AI-Enhanced SOPs & Docs

Applied prompt engineering to restructure messy, inconsistent documentation into clean, templated, easy-to-navigate SOPs. Turned scattered information across tools into a single source of truth.

Prompt Engineering · Documentation · Knowledge Mgmt

Troubleshooting Assistant

An AI agent that acts as an always-on first-line resolver. Support teams share an error message and instantly receive tailored next steps — cutting resolution time and eliminating the need to dig through sprawling knowledge bases.

AI Agent · Knowledge Base · Support Efficiency

Priority Advisor

An AI agent that guides support teams to the right ticket priority every time. Powered by a custom scoring framework I designed, it weighs client impact, urgency, scope and workaround availability — and outputs a clear, defensible P0/P1/P2 call.

Decision Framework · Priority Management

Ticket Report Analysis via AI

Leveraged Microsoft CoPilot to analyse ticket data and identify the root cause of bottleneck issues — enabling data-backed decisions for process improvement.

CoPilot · Data Analysis · Bottleneck Analysis

Multiple Initiatives.
One Common Thread.

Across incident management, service delivery, and operational maturity — I've built the frameworks that keep global support organizations running with consistency, accountability, and data-driven clarity.

Incident & Problem Management

  • ITIL-aligned incident workflows
  • Major incident communication framework
  • Formal RCA / post-incident review process
  • Escalation routing & severity management

Service Delivery & Standardization

  • Global support SOPs
  • Onboarding & training frameworks
  • Standardized service workflows across regions

Operational Maturity & Reporting

  • Ticket trend reporting
  • Agent heatmap reporting
  • SLA/KPI dashboards (Looker / PowerBI)
  • Continuous improvement loops

Skills

ITSM / ITIL
Prompt Engineering
AI Agent Design
Generative AI
Zendesk / Salesforce
SQL & Looker
Power BI
Atlassian / Jira
Incident Management
Change Management
SOP Development
Root Cause Analysis
Team Coaching
Client Onboarding
Cross-functional Collab
Digital Transformation
When I'm not building things Anime KDramas Music Long Walks Cooking Smelling Books

Say Hello

"Set your heart ablaze. Grit your teeth and look straight ahead."
— Kyojuro Rengoku, Demon Slayer Movie: Mugen Train

Let's connect — worst case, we exchange memes… best case, we build something amazing.

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