Imran Basha
Senior Application Dev-Support
Chennai,TN
Summary
Resourceful professional in Technical & Dev-Support with 8+ years of experience, possess specialized skills in troubleshooting technical software product issues, collaborating with multiple teams and stakeholders to ensure a smoother experience in the Software experiences.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Application Developer Support
Adp India Pvt Ltd
Chennai
06.2023 - Current
- Experience in handling clients on a daily basis, and addressing their issues to identify and fix software bugs and other technical issues via multiple streams.
- Setting up the different types of monitoring, like APM, infra monitoring, etc. For the products, with the help of tools like Dynatrace and Splunk.
- Providing technical support to customers related to AWS cloud services, troubleshooting issues with the products, and offering guidance on best practices, with a focus on ensuring customer satisfaction.
- Facilitated root cause analysis for technical problems and implemented corrective actions.
- Experienced in multiple tools like JIRA, ServiceNow, BMC Remedyforce, SharePoint, Confluence, etc.
Project Support Coordinator
Kone Elevators India Pvt. Ltd.
Chennai
09.2021 - 06.2023
- Managed critical monitoring projects, application enhancements, and provided support to the application, onboarding it to the L2 and L1 teams.
- Coordinated with multiple technical and operations teams to ensure the smooth onboarding of projects.
- Supported software tools like Dynatrace, Splunk, Jira, etc., and assisted in resolving application-related issues.
- Identified opportunities for cost savings through process automation initiatives.
- Utilized Agile methodology and performed Scrum Master activities, ensuring efficient project execution.
Support Analyst
Ford Motor
Chennai
11.2020 - 09.2021
- Handling primary duties such as application monitoring and troubleshooting in Dynatrace and Splunk to ensure system stability.
- Answering all product-related questions via email, calls, and chat systems, and addressing queries promptly.
- Collaborating and strategizing with the business and engineering teams.
- Performing product demonstrations for customers, staff, and other stakeholders.
- Develop training materials, conduct training for new hires, and lead the team.
Application Operations Specialist
UST GLOBAL TECHNOLOGY SERVICES
Chennai
04.2019 - 11.2020
- Working with the development team in the performance analysis of new products and enhancements.
- Managed daily operational tasks to ensure company efficiency and productivity.
- Created documentation related to operational procedures such as SOPs.
- Work with the support team to evaluate complex customer problems, identify root causes, and derive resolutions.
- Assisted with customer requests and issues, answered questions to improve satisfaction via chat, email, and ticketing systems.
Business Systems Analyst 2
Flex
Chennai
09.2016 - 08.2019
- Handling escalated issues, monitoring tickets, and resolving them as per ITIL standards.
- Conduct testing to ensure that the systems work as expected after downtime.
- Train the system's end users, and write instruction manuals.
- End-to-End simulation of the new application when onboarded for support to the team.
- Working experience in the ServiceNow ticketing tool, SharePoint, and other applications.
- Lean activities (like Kaizen and LGB)
Education
B.Tech/B.E. -
Jaya Engineering College
Chennai, INDIA01.2016
Skills
- Product Specialist
- SQL database management
- AWS Cloud Services
- Monitoring tools like Dynatrace and Splunk
- Windows Server
- ITIL and ITSM frameworks
- Dynatrace Monitoring
- ServiceNow, Jira, and BMC Remedy Force
- Escalation Management
- Stakeholder management
- Agile methodologies
- DevOps practices
- Data analysis
- Software troubleshooting
- Requirements gathering and analysis
Accomplishments
- Received Platinum award with cash price on onboarding Critical Project and analyzed and collaborated with multiple teams to ensure system stability.(Flex India)
- Traveled on-site (Finland) to onboard new project requirements to the team Managed on successful onboarding of 10+ monitoring and support projects in a limited time period successfully. (Kone Elevator)
- Star Performer Award on Assisting customers very efficiently and increased the productivity. (UST-Global)
- Received award from clients on resolving their support tickets and assisting them on daily basis. (Adp India)
Certification
- AWS Fundamentals - Going Cloud native
- ITIL v4 concept
- Dynatrace
- AWS Solution Architect - Associate
- Agile product owner foundations
Languages
- English
- Tamil
- Hindi
Languages
Tamil, Urdu, Hindi
First Language
English
Advanced (C1)
C1
Affiliations
- Browsing & Learning
- Gaming
- Cricket and indoor games
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionFlexible work hoursTeam Building / Company RetreatsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Software
SQL
JIRA
Service Now
BMC Remedy force
Product specialist
Monitoring
Dynatrace
Splunk
Azure Devops
Agile methodologies
Timeline
Senior Application Developer Support
Adp India Pvt Ltd
06.2023 - Current
Project Support Coordinator
Kone Elevators India Pvt. Ltd.
09.2021 - 06.2023
Support Analyst
Ford Motor
11.2020 - 09.2021
Application Operations Specialist
UST GLOBAL TECHNOLOGY SERVICES
04.2019 - 11.2020
Business Systems Analyst 2
Flex
09.2016 - 08.2019
B.Tech/B.E. -
Jaya Engineering College
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