Ajmal Mathath
Application Support Engineer
Dubai
Summary
Results-driven application support engineer with 5 years of experience in technical support for a leading FinTech company. Skilled in troubleshooting and resolving real-time issues to enhance user experience. Collaborates effectively with cross-functional teams to meet service level agreements (SLAs) and improve operational efficiency.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Application Support Engineer
Zafin Software Center Of Excellence Private Limited
12.2021 - Current
- Specialized in Core Java development, including Java SE and Java EE, to build robust and scalable applications
- Optimized and Operated databases, including Oracle 12c, PostgreSQL, and SQL, to ensure efficient data storage and retrieval
- Troubleshot and resolved production issues for clients across North America and the EMEA region, achieving a 95% satisfaction rate in service delivery.
- Created and managed batch jobs and tasks for efficient batch runs, ensuring optimal performance and timely completion of processes.
- Identified recurring issues, collaborated with the Problem Management Team for analysis, and implemented quick fixes to reduce system downtime.
- Managed service level agreements (SLAs) for over 3 clients, ensuring a 95% resolution rate within agreed timeframes, and adherence to quality standards.
- Utilized logging frameworks and debugging tools in Eclipse to diagnose and resolve application errors effectively.
- Solid understanding of application servers, such as JBoss EAP and WebSphere.
- Maintained accurate and up-to-date status of incidents and service requests using Jira and Zendesk, ensuring transparency and effective collaboration with relevant teams.
- Trained and mentored junior team members, significantly enhancing their technical skills and understanding of application functionalities and best practices.
- Led a team of testers by assigning tasks, reviewing and enhancing the QA process, and providing guidance to ensure comprehensive test coverage.
- Collaborate with internal teams in the organization to exchange information and address recurring problems through process improvements, providing technical insights, and expertise.
- Directed the end-to-end release management process, ensuring that all final builds were thoroughly tested and met stringent quality criteria prior to delivery to clients.
- Participated in Change Request (CR) discussions, providing technical and functional insights to evaluate the impact of proposed changes.
- Contributed to the research and development (R&D) process for upgrading the Spring framework and migrating applications to JBoss EAP.
Customer Support Analyst
Zafin Software Center Of Excellence Private Limited
08.2019 - 11.2021
- Zendesk Support served as the primary point of contact for addressing and resolving support tickets, ensuring timely and effective issue resolution.
- Proficient in managing Jira, Zendesk, and other ticketing tool software.
- Maintained open lines of communication with clients, providing regular updates on issue resolution progress, and managing client expectations effectively.
- Received escalated support issues from L1 teams/clients, prioritized, and categorized them based on severity and impact to ensure timely resolution.
- Vendor and IT Team Collaboration: Coordinated with vendors, IT coordinators, and cross-functional teams to maintain high system availability and reduce potential downtime.
- Conducted functional, integration, performance, and sanity testing for 5+ applications, achieving a 98% defect-free rate in production releases.
- Ensured adherence to IT policies and standards by complying with procedures and audit regulations to maintain operational integrity.
- Collaborated with vendors, IT coordinators, and cross-functional teams to maintain a high level of system availability and operational efficiency
Education
Master of Science - Master Of Computer Application
Lovely Professional University
08.2016 - 08.2018
Bachelor of Science - BSc Computer Science
N A M College Kallikkandi
08.2012 - 08.2015
Skills
Application Support
Accomplishments
Outstanding Performer of June 2024
Demonstrated exceptional commitment and acted as an all-rounder, delivering outstanding results during challenging periods. The dedication and efforts positively impacted both the client and the organization.
Certification
Certificate Of Completion Of Certified Devops Associate
Timeline
Certificate Of Completion Of Certified Devops Associate
08-2024
Application Support Engineer
Zafin Software Center Of Excellence Private Limited
12.2021 - Current
Customer Support Analyst
Zafin Software Center Of Excellence Private Limited
08.2019 - 11.2021
Master of Science - Master Of Computer Application
Lovely Professional University
08.2016 - 08.2018
Bachelor of Science - BSc Computer Science
N A M College Kallikkandi
08.2012 - 08.2015
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