ADAM SHAFI Purushothapatnam
Support Engineer
Pune,MH
Summary
Results-oriented Assignment Manager / Production Support Engineer (L1/L2) with 8+ years of experience in the Telecom domain, specializing in incident management, ticket assignment, SLA governance, and application support. Strong expertise in Oracle SQL, PL/SQL, Unix/Linux, CRM, OMS, and ITIL processes. Proven track record of managing high-severity incidents (P1/P2), reducing MTTR, and ensuring 99.9% production uptime in 24/7 support environments.
Overview
8
8
year of professional experience
1
1
ITIL4
Work History
Assignment Manager – Production Support (L1/L2)
Telecom Domain | [_VOIS]
2016.01 - 2016.12
- Provided L1/L2 application support for Amdocs OMS & CRM, managing order fallout and stuck order scenarios across the order-to-activation lifecycle.
- Resolved and escalated L1/L2 problem tickets in compliance with SLAs to ensure timely issue closure and minimal operational impact.
- Analyzed and resolved customer-raised stuck orders using defined SOPs, data patches, and application defect fixes.
- Wrote complex SQL queries to identify impacted customer populations, validate order states, and support root cause analysis.
- Performed data corrections and hotfix deployments to maintain data integrity and ensure seamless application performance.
- Investigated system and application-level issues, reducing downtime and improving overall system reliability.
- Improved order-to-activation efficiency by 70% by minimizing cancellations, delays, and recurring order fallout scenarios.
- Supported order validation, fulfilment, and service provisioning processes, contributing to improved customer experience and retention.
- Identified recurring defects and raised defects/PBIs via ITSM (Remedy/OneITSM), collaborating with development teams to prevent reoccurrence and enhance code quality.
- Developed and maintained shell scripts to automate repetitive tasks, accelerate issue resolution, and improve operational efficiency.
- Environment: Oracle 11g/12c, PL/SQL, Unix/Linux, ServiceNow, Remedy, Control-M, Power BI
Education
Bachelor's Degree - BSC
Osmania University
Skills
Production Support (L1/L2) Linux,SQL,Amdocs CRM and OMS
BMC remedy ,Incident management,change management
Accomplishments
- Maintained 99.9% application availability in 24/7 support model.
- Reduced P1 backlog by 25% through improved assignment strategy.
- Improved SLA compliance rate above 98%.
- Automated operational reporting using Power BI dashboards.
Certification
ITIL Foundation certificate.
Timeline
Assignment Manager – Production Support (L1/L2)
Telecom Domain | [_VOIS]
2016.01 - 2016.12
Bachelor's Degree - BSC
Osmania University