Muhammad Majid Ahmed
Production Support Analyst
Hyderabad
Summary
Results-driven Production Support Analyst with 9+ years of experience seeking a challenging role to utilize expertise in application support, production monitoring, incident management, Linux, SQL, and DevOps technologies to improve system reliability, enhance operational efficiency, and contribute to organizational growth through continuous innovation and service excellence.
Overview
1
1
Language
11
11
years of professional experience
Work History
Production Support Analyst
Cotiviti.
11.2022 - Current
- Managed end-to-end production support for critical enterprise applications, ensuring high availability, system stability, SLA compliance, and minimal downtime through proactive monitoring and rapid incident resolution.
- Monitored application, infrastructure, and database performance using Grafana, Dynatrace, and OpenShift, identifying potential issues proactively, and improving overall system reliability.
- Led incident, problem, and change management activities, including production troubleshooting, root cause analysis (RCA), stakeholder communication, and implementation of preventive measures to reduce recurring incidents and MTTR.
- Coordinated production releases, deployments, software installations, rollback activities, and release validation, while adhering to change management processes and ensuring seamless business operations.
- Developed and optimized complex SQL queries, stored procedures, views, and database objects to support data analysis, application troubleshooting, reporting, and performance improvement initiatives.
- Automated operational processes through Shell scripting and log analysis solutions, enabling faster identification of error patterns, streamlined troubleshooting, and improved support efficiency.
- Collaborated closely with development, infrastructure, operations, vendors, and business stakeholders to resolve critical production issues, support regulatory requests, and enhance application performance.
- Managed service requests, incidents, and problem tickets using JIRA, provided regular status updates to stakeholders, reproduced customer-reported issues, and delivered timely resolutions for escalated support cases.
- Led resolution of complex production issues, enhancing system reliability and minimizing downtime.
- Mentored junior analysts, fostering professional development and improving team performance.
- Application - Realtime ICMS, Client Inquiry, Claims Inquiry Tool
Technical Support Engineer
Coforge - Salesforce.
09.2019 - 11.2022
- Monitor and support MuleSoft applications, REST/SOAP APIs, and integrations deployed on Anypoint CloudHub, ensuring high availability, performance, and adherence to SLAs.
- Troubleshoot production incidents by analyzing application logs, API requests/responses, CloudHub alerts, and backend system interactions to identify root causes, and restore services quickly.
- Manage and support APIs through Anypoint API Manager, including policy enforcement, API security, client access management, versioning, and performance monitoring.
- Maintain and administer assets in Anypoint Exchange, support deployment activities across environments, and perform post-deployment validation and health checks.
- Collaborate with development, infrastructure, database, and business teams to resolve complex integration issues, support change implementations, and participate in major incident management calls.
- Create operational documentation, runbooks, and RCA reports while driving continuous improvements in monitoring, automation, platform stability, and API reliability.
- Clients: Abcam, FatFace, and CIE Group (Irish Transport System)
Software Engineer
HCL Technologies
02.2015 - 02.2018
- Monitored critical banking applications, databases, and batch processes using Control-M, ensuring system availability and compliance with SLA requirements through proactive health checks and production support across Linux environments.
- Utilized Linux commands and SQL queries extensively for application validation, data analysis, batch job monitoring, issue diagnosis, data corrections, and production support activities. Supported database-related investigations and ensured data integrity for critical banking transactions.
- Managed incident, problem, and service requests by performing root cause analysis, SQL query analysis, log investigation, and troubleshooting production issues. Collaborated with business users, vendors, and technical teams to resolve high-priority incidents and minimize business impact.
- Coordinated application releases and defect fixes, collaborating with development, QA, infrastructure, and business teams, while participating in disaster recovery testing and production validations to enhance service reliability.
- Clients: Deutsche Bank
Education
Bachelor of Technology - Computer Science Engineering
Sree Chaitanya Institute of Technological Sciences
Karimnagar, India 04.2001 -
Intermediate (XII) - Mathematical Sciences
Alphores Junior College
Karimnagar, India01-2010
SSC (X) - Social Sciences
Vidyadhari High School
Karimnagar, India01-2008
Skills
Technical Skills: UNIX/Linux, MuleSoft, SOAP/REST API, Shell Scripting, Python
Databases: Oracle SQL, MySQL
Tools: Kibana, OpenShift, Control-M, Dynatrace, Grafana, RabbitMQ
Interests
Playing cricket, Gardening, Home Improvement
Timeline
Production Support Analyst
Cotiviti.
11.2022 - Current
Technical Support Engineer
Coforge - Salesforce.
09.2019 - 11.2022
Software Engineer
HCL Technologies
02.2015 - 02.2018
Bachelor of Technology - Computer Science Engineering
Sree Chaitanya Institute of Technological Sciences
04.2001 -
Intermediate (XII) - Mathematical Sciences
Alphores Junior College
SSC (X) - Social Sciences
Vidyadhari High School
Languages
English, Telugu, and Hindi.
Personal Details:
Father's Name - MOHAMMAD INKESHAF ALI
Gardening Home Improvement,Playing Cricket
I like to do Gardening in my free time and Home Improvement also to stay fit and active i like to play cricket
Declaration:
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars. Place: Karimnagar Date: (MUHAMMAD MAJID AHMED)
Personal Details:
Father's Name - MOHAMMAD INKESHAF ALI
Hobbies
I like to do Gardening in my free time and Home Improvement also to stay fit and active i like to play cricket