Mujahid Shaikh
Technology Lead
Pune
Summary
- Currently working as ‘Technology Lead' at Infosys Technologies.
- 8+ Years of professional experience in Application Support, focusing on troubleshooting, analyzing and resolving complex technical issues.
- Having a good knowledge of ITIL V3 processes and the life cycle.
- Collaborate and coordinate with cross functional teams in ITIL framework implementation.
- Accountable for escalations and ensuring requests are handled in timely manner.
- Ability to coordinate with technical and non-technical audiences. Ability to communicate with Customer as well as with higher management.
- Good exposure and experience in UNIX, MySQL, Automation and ITSM tools for resolving issues raised by the Client and providing end to end resolution.
- Automated multiple workflows in IT maintenance and Business Operations using one of the ‘RPA’ tools, also known as EyeShare.
- Able to keep a level head even when a problem is more difficult than initially expected. Dedicated team player willing to collaborate with coworkers to fix problems.
- Holds Master’s degree in computer science with 64% from University of Pune.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
Work History
Tech Lead Application Operations Engineer
NICE Interactive Solutions Pvt. Ltd.
Pune
09.2019 - 05.2022
- EEM is an extended mobile version and a downstream application of WFM (Workforce Management) which gives more flexibility to the end users to have WFM handy.
- Maintaining and managing Application, Messaging, Data Integration and Web servers.
- Debugging logs, troubleshooting issues by analyzing the data by writing the SQL queries and trying to reproduce the scenario in the local environment.
- Creating Databases, tables in order to apply Hotfixes, patches and upgradation activity to the product to fix/enhance the application performance.
- Resolving mainly Escalated Cases/Incidents with a fast paced by doing deep dive investigation, which is not resolved by lower tiers and are mostly at the edge of soaking SLA.
- Planning and testing the changes followed by deploying Applications, Hotfixes, Patches and Upgrades by coordinating with internal Stakeholders like DBA, Network, Server teams.
- Monitoring the Application for all Clients with the help of tools like OpsGenie, Pingdom and Nagios. Taking steps to prevent downtime by acknowledging the alerts or failure and taking the necessary actions to fix the Application issues.
- Escalating issues, problems and changes to R&D (Third Tier) in timely manner when an issue needed deeper analysis on the core functionality. If R&D confirms on an issue as a bug, then raising and tracking it over JIRA portal.
- Leveraging on broad knowledge of contractual SLAs to ensure service delivery as per Client expectations. Setting high quality standards for all Operational areas.
- Monitoring SLAs, ensuring the timely closure of priority issues. Conducting and preparing RCAs and providing it to the customer for highly Escalated and Critical issues.
- Executing Change Management Process for any new change that has been introduced in the application or any database level change is needed for Live Customers (Production Environment) by utilizing proven methodologies and techniques.
- Creating Knowledge based Articles and Preparing Documents of issues which may help in future references.
Technical and Business Operations Analyst
Amdocs Development Centre India LLP
Pune
07.2014 - 08.2019
- Providing Application configuration and maintenance.
- Coordinate with teams to resolve complex application and system issues.
- Created multiple workflows for Automating processes using ‘RPA’ (EyeShare) Automation tool.
- These workflows helped to reduce the manual handling of redundant processes, which led to reduce manual errors and saved man months for the Team.
- Have High organization and presentation skills in-order to deliver solution to the Customer.
- Mentoring junior resources, conducting KT sessions and Tech Gyan sessions regarding process.
- Acting as a Team Lead during shift, assigning and tracking tasks to team members. Coordinating and handling team size of around 10 resources.
- Perform root cause assessment and debug all issues on server domain.
- Created and maintained process documents for newcomers and future reference.
- Creating daily progress reports highlighting pending and complete tasks for client and higher management reference
Education
Master of Science - Computer Science
University Of Pune
Pune, India 08.2012 - 06.2014
Bachelor of Science - Computer Science
University Of Pune
Pune, India 08.2009 - 06.2012
HSC - Science Education
Maharashtra State Board
Pune, India 08.2007 - 07.2009
SSC -
Maharashtra State Board
Pune, India 05.2006 - 07.2007
Skills
Leading team operations
undefinedAchievements and Strengths:
- Awarded for creating Maximum Process related knowledge articles for future references for newcomers in Amdocs.
- Awarded 2 times for taking the Ownership and Accountability of Team and Production activities in Amdocs
- Recognized for Outstanding contribution to increase the overall OSC ticket handling for the team in Amdocs
- Awarded ‘Employee of the Month’ (Rolling Trophy) for 5 times in last 1 year for making production environment stable and getting more CSATs from the customer in NICE Solution.
- Hard working, Team player, Leading qualities, Punctual.
Personal Details:
- Date Of Birth: 14th December 1991.
- Nationality: Indian.
- Languages Known: English, Hindi, Marathi.
- Marital Status: Married.
- Hobbies: Playing Cricket & watching matches, Reading, Listening Music.
- Permanent Address: 1,1-A Nana Peth, Sterling Enclave Flat No. 501, Opposite Nana Peth Police Chowki, Pune - 411002.
- Passport: Possesses Indian Nationality passport.
Timeline
Tech Lead Application Operations Engineer
NICE Interactive Solutions Pvt. Ltd.
09.2019 - 05.2022
Technical and Business Operations Analyst
Amdocs Development Centre India LLP
07.2014 - 08.2019
Master of Science - Computer Science
University Of Pune
08.2012 - 06.2014
Bachelor of Science - Computer Science
University Of Pune
08.2009 - 06.2012
HSC - Science Education
Maharashtra State Board
08.2007 - 07.2009
SSC -
Maharashtra State Board
05.2006 - 07.2007
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