Junaid Moosa

• Spearheaded GenAI-driven automation initiatives to eliminate repetitive operational engineering tasks, improving efficiency and reducing manual effort across support workflows.
• Led recruitment, onboarding, coaching, and career development initiatives, enhancing team productivity, engagement, and performance outcomes.
• Established strong stakeholder partnerships through effective communication during critical incidents, service outages, and project delivery milestones.
• Authored executive-level business documents including Monthly Operational Reviews (MORs), strategic roadmaps, and Three-Year Strategy (3YS) plans to drive organizational alignment.
• Demonstrated excellence in customer incident management, delivering clear and timely communications on root cause analysis, customer impact, mitigation plans, and resolution timelines.
• Built a strong culture of coaching, mentoring, and continuous performance improvement, enabling team growth and leadership development.
• Championed continuous improvement programs, driving advancements in engineering processes, operational excellence, and service reliability.
• Managed complex engineering escalations and operational challenges, leveraging strong analytical and problem-solving skills to ensure rapid resolution.
• Partnered with product and development teams to prioritize customer-reported technical issues, accelerating root-cause identification and corrective actions.
• Recognized for exceptional troubleshooting capabilities, consistently diagnosing and resolving high-severity production issues with precision and speed.
• Proactively monitored system health and performance, implementing preventive maintenance strategies to improve service availability and operational readiness.
• Analyzed operational and performance metrics to identify optimization opportunities, driving infrastructure improvements and long-term reliability enhancements.
• Managed hiring, training, workforce planning, and performance management for teams of 30+ engineers and operations professionals.
• Maintained expertise in emerging technologies, AI innovations, and industry best practices, continuously applying new capabilities to improve operational outcomes.
• Leveraged AI-powered solutions to enhance operational efficiency, accelerate issue resolution, improve decision-making, and scale engineering support capabilities.

Prepared and presented executive-level reports, operational reviews, and strategic presentations, providing leadership with actionable insights into engineering performance, risks, and business outcomes.

• Partnered with cross-functional engineering, product, and business teams to drive operational excellence, improve project delivery, and foster a culture of collaboration and innovation.

• Led the resolution of complex engineering challenges and critical operational issues, leveraging strong analytical and problem-solving skills to minimize business impact and accelerate recovery.

• Championed continuous improvement initiatives and large-scale operational changes, enhancing engineering productivity, service reliability, and organizational efficiency.

• Directed day-to-day engineering and operational activities, ensuring alignment with business objectives, service-level commitments, and organizational priorities.

• Recruited, developed, and retained high-performing engineering talent through structured hiring, coaching, mentoring, and performance management programs.

• Cultivated a growth-oriented team culture by mentoring engineers and emerging leaders, enabling professional development, career progression, and succession planning.

• Built and maintained strong relationships with internal stakeholders, customers, vendors, and industry partners, strengthening collaboration and driving successful business outcomes.

• Established engineering standards, operational processes, and best-practice frameworks, improving execution consistency, scalability, and operational readiness across teams.

• Led the migration of authentication services from legacy MAWS infrastructure to native AWS, improving service reliability, security, and operational efficiency.

• Provided 24x7 on-call support for high-priority customer issues, ensuring timely resolution of critical incidents and minimizing customer impact.

• Mitigated software and infrastructure risks through proactive configuration changes, patch management, and maintenance of AWS EC2-based production environments.

• Performed detailed Root Cause Analysis (RCA) for production incidents and customer escalations, delivering comprehensive reports and corrective action plans to stakeholders.

• Analyzed customer support trends and recurring issue patterns to identify automation opportunities, reducing manual effort and improving operational efficiency.

• Designed and implemented automation solutions using AWS services and workflow orchestration tools to eliminate repetitive operational tasks and improve service stability.

• Successfully executed a business-critical cloud authentication migration initiative independently, reducing operational maintenance costs by approximately 50% per service.

• Served as the Subject Matter Expert (SME) for Cloud Authentication migration, providing technical guidance and mentoring engineers throughout the migration lifecycle.

• Collaborated with development, operations, and product teams to troubleshoot complex production issues and drive long-term fixes.

• Monitored production systems, performed preventive maintenance activities, and ensured high availability and operational readiness of critical services.

• Leveraged strong troubleshooting and debugging skills to rapidly diagnose and resolve customer-facing issues across distributed cloud-based applications.

• Created technical documentation, migration guides, operational runbooks, and knowledge-sharing materials to improve team efficiency and support readiness.

• Troubleshooting various customer tickets by dive deep into logs, dashboards, API calls and software codes and come up with resolution along with providing issue analysis and consistent updates to the customer.
• Automation of recurring incidents using workflows/scripting which includes thorough impact analysis of the problems along with design doc for the automation proposals.
• Being front facing contact for any large scale customer issues by providing consistent updates to the stakeholders on findings of the problems by collaborating with cross teams, documenting the root causes and remedy of the problems occurred.

• Served as a Software and Domain Consultant for the trading platform Calypso, providing technical and functional expertise to support business-critical trading operations.

• Provided technical support for a wide range of trading and post-trade issues within the Calypso platform, ensuring timely diagnosis, troubleshooting, and resolution of production incidents.

• Collaborated with traders, business users, and technical teams to analyze trading workflows, identify system issues, and implement effective solutions.

• Investigated application, configuration, and data-related issues in Calypso, performing root cause analysis and coordinating fixes with development and support teams.

• Assisted customers in resolving complex trade lifecycle, settlement, and processing issues while ensuring adherence to service-level agreements (SLAs).

• Monitored production environments, analyzed system logs, and validated trade processing to maintain platform stability and operational efficiency.

• Developed functional and technical knowledge of capital markets, trading operations, and Calypso modules to provide effective customer support and consulting services.

• Provided application support for the Calypso trading platform, troubleshooting user-reported issues and ensuring timely resolution of technical and functional problems.

• Assisted business and operations teams in diagnosing and resolving trading workflow failures, transaction processing issues, and user queries to maintain smooth trading operations.

• Collaborated closely with clients and internal stakeholders to understand business requirements, address application challenges, and improve the overall user experience.

• Investigated production issues through log analysis, data validation, and system diagnostics, identifying root causes and implementing effective solutions.

• Worked with cross-functional teams to resolve application defects, support system enhancements, and ensure platform stability and reliability.

• Delivered prompt customer support while maintaining adherence to service-level agreements (SLAs) and operational support standards.

• Provided software engineering support for diverse customer requirements, developing scripts and automation solutions to streamline recurring operational tasks and improve service efficiency.

• Analyzed customer-reported issues, identified root causes, and implemented technical solutions to ensure timely resolution and customer satisfaction.

• Participated in end-to-end QA testing activities, troubleshooting failed test cases, validating fixes, and ensuring application readiness for successful production deployments.

• Collaborated with development, QA, and support teams to identify defects, resolve functional issues, and improve overall system quality and stability.

• Developed and maintained automation scripts and support tools to reduce manual effort, improve operational efficiency, and enhance application reliability.

• Assisted in production readiness reviews by validating test coverage, resolving critical defects, and supporting go-live activities.

• Provided software support for District Consumer forum which is used for tracking the District consumer cases.
• Backup and restore expert.