Salman Junaid
Application Support Engineer | Product Support | Technical Operations
Bengaluru
Summary
Results-driven Application Support and Technical Operations professional with 6+ years of experience supporting SaaS applications, enterprise platforms, and customer operations in MNC environments. Skilled in troubleshooting API errors, integration issues, and production incidents while ensuring SLA compliance and customer satisfaction. Experienced in email/chat support, CRM documentation, incident management, and collaborating with cross-functional teams to deliver customer-first support and issue resolution.
Overview
10
10
years of professional experience
Work History
Application Support Analyst
Walmart – System Administration Technology Operations
Bengaluru, India
06.2023 - Current
- Monitor and support enterprise applications by resolving technical incidents, operational failures, and system-related issues within SLA timelines.
- Troubleshoot API failures, integration issues, and workflow disruptions impacting business operations and customer experience.
- Provide customer and stakeholder support through email, chat, and ticketing platforms, while ensuring timely communication and resolution updates.
- Maintain accurate incident records, RCA documentation, and operational reports using Jira and internal support systems.
- Collaborate with engineering, operations, and business teams to improve platform stability, streamline processes, and enhance service delivery.
- Developed and maintained effective client communications to guarantee client satisfaction, and improve client retention by 95%.
Senior Support Executive – Acting Team Lead
Tata Consultancy Services (TCS) – JCPenney Project
Chennai, India
07.2022 - 06.2023
- Lead a team of support specialists by managing escalations, monitoring service quality, and driving operational performance improvements.
- Handled critical production issues and customer escalations through calls, chat, and ticketing systems, with a customer-first support approach.
- Tracked KPIs, including CSAT, response time, resolution metrics, and escalation trends, to improve support efficiency and team productivity.
- Created SOPs, training materials, and process documentation to standardize support operations and improve onboarding effectiveness.
- Coordinated with third-party vendors, payment teams, and internal stakeholders to resolve complex business and operational issues.
Application Support Engineer
Cognizant Technology Solutions (CTS) – Liberty Mutual Commercial Insurance
Chennai, India
01.2021 - 06.2022
- Supported enterprise insurance applications across Production, Test, Development, and Staging environments.
- Investigated application defects by analyzing server logs, debugging technical failures, and identifying the root causes of recurring issues.
- Managed incidents, service requests, and enhancement activities through BMC Remedy and Jira, while ensuring SLA compliance.
- Assisted business users with product functionality, issue troubleshooting, and operational best practices to improve user experience.
- Worked closely with development and senior engineering teams to implement fixes, deploy enhancements, and maintain application availability.
Senior Process Executive (SPE)
Cognizant – Walmart Content Acquisition
09.2018 - 01.2021
- Performed quality validation and content verification for Walmart product catalog and attribute management processes.
- Enriched and maintained product data accuracy based on client specifications and operational guidelines.
- Developed process documentation and updated SOPs, aligned with changing business and client requirements.
- Managed workflow tracking and issue handling through Jira to ensure smooth operational execution.
- Supported process improvement initiatives by coordinating with QC teams, and ensuring delivery accuracy.
Process Associate
Walmart – Item Attribute Extraction (IAE)
08.2016 - 09.2018
- Processed and validated product attribute information to improve catalog quality and data consistency.
- Conducted final quality checks before client delivery to ensure compliance with operational standards.
- Assisted in maintaining process documentation and daily operational updates for internal teams.
- Coordinated with team members to address data discrepancies and maintain productivity targets.
- Supported operational workflow management through ticket handling and process tracking activities.
Education
Master of Science - Computer Science
The New College
Chennai, India 04.2001 -
Skills
Customer support
UAT support
Ticket management
Incident management
SaaS & Technical Operations Support
Knowledge Base & Documentation
Timeline
Application Support Analyst
Walmart – System Administration Technology Operations
06.2023 - Current
Senior Support Executive – Acting Team Lead
Tata Consultancy Services (TCS) – JCPenney Project
07.2022 - 06.2023
Application Support Engineer
Cognizant Technology Solutions (CTS) – Liberty Mutual Commercial Insurance
01.2021 - 06.2022
Senior Process Executive (SPE)
Cognizant – Walmart Content Acquisition
09.2018 - 01.2021
Process Associate
Walmart – Item Attribute Extraction (IAE)
08.2016 - 09.2018
Master of Science - Computer Science
The New College
04.2001 -