Sirajuddin Siddique Mohammad

• 4+ years of IT Industry Experience with Application Support Analyst/Software. Vast experience in high-volume environments with strong analytical communication and organizational abilities. Complex problem solver able to thrive in fast-paced and challenging roles

• Provided L2 Production Support for SAAS and legacy applications. coordinated with different groups as part of getting production environment ready to install and configure the application code.

• Worked with Business and L3 to get issues resolved in time as per the SLA.

• Responsible for staging and deploying every release (major, patch, re-release).

• Tracked, logged and responded to support tickets. Performed Application maintenance, managed incidents and provided resolution for end-user’s technical challenges, troubleshoot hardware/application issues.

• Ensured reported issues were resolved more quickly by documenting and tracking application issues, using Agile Methodology, as well as by participating in scrum meetings, which assisted with prioritization of issues.

• Supported multiple projects and systems with multiple environments and different technologies.

Roles & Responsibilities

• Responsible for working on day-to-day customer issues, including technical assistance, using the best use of product, additional products, and services.
• Support core development team during releases.
• Escalate the unresolved issues to appropriate teams.
• Analyze application data to assess performance and uncover problems.
• Adhere to defined Service Level Agreements (SLA) requirements.
• Create the knowledge base articles to increase the self-service abilities and as well as to streamline the process.
• Work in team environment to complete all testing activities according to schedule.
• Coordinate resolutions with development team and project managers.
• Working development teams and Release Management team as needed to implement solutions
• Complete root cause analysis of defects.
• Monitor data processing quality assurance and development activities.
• Provide 2nd level technical solutions, according to established service levels.
• Building relationships with other teams across Customer Success, Research & Development (R&D), and operations as a technical expert.
• Experience with Debugging and troubleshooting development and build issues with developers and testers.
• Manage a queue of operational requests, prioritizing against evolving business priorities, troubleshoot and resolve any software performance issues Knowledge.
• Conduct application testing and provide database management support.

I did my Bachelors in science with majors being computer science, mathematics and electronics.