Mutaz Gsmalseed

• Serve as primary L3 production contact for 50-100 self-service kiosks, pods, and interactive video
call service units across UAE government sites, maintaining 97-99% production uptime against
contractual SLA targets.
• Lead end-to-end incident management across NCR engineering, switch teams, network,
infrastructure, field service, vendor, and client stakeholder groups — covering outage coordination,
workaround delivery, and post-incident closure.
• Conduct root cause analysis (RCA) and author post-incident reports for all critical and major
incidents, implementing preventive actions that have measurably reduced repeat incident rates.
• Own full release cycle participation across Test, Staging, and Production environments —
functional validation, deployment coordination, post-release health checks, rollback support, and
client communication.
• Raise and manage production bugs, enhancement requests, and change requests in JIRA with full
technical context: logs, reproduction steps, client impact, and priority classification.
• Coordinate infrastructure patching and server upgrade windows with infrastructure teams to
validate zero-impact application stability for all kiosk services post-maintenance.
• Deliver weekly and ad-hoc operational reports covering issue tracking, rollout status, and SLA
performance to client and internal stakeholders.
• Prepare POCs, deployment guidelines, implementation procedures, and technical documentation;
conduct stakeholder management and vendor negotiation to align deliverables with business
timelines.

• Provided third-level support for ADNOC head office application components, handling production
incidents, urgent outages, infrastructure degradations, and integration failures with structured
incident response.
• Monitored integration interfaces and availability of all integration points between internal systems
and external services, proactively identifying degradations before business impact escalated.
• Diagnosed database-level failures through log analysis, query investigation, and root cause
identification — coordinating resolution with DBA, infrastructure, and application teams.
• Executed deployment sanity checks and coordinated new head office software releases, validating
production readiness and post-deployment stability for each release cycle.
• Built monitoring and reporting tooling for the Client Smart Wallet system, improving operational
visibility and reducing mean time to detect (MTTD) for recurring issues.

• Gathered, analyzed, and documented business and technical requirements for UAE government
insurance digitization initiatives using BRD, FSD, SRS, RTM, UML, use cases, and wireframes.
• Managed product backlogs and supported Agile/Scrum delivery cycles, coordinating
communication across business, development, infrastructure, and testing teams.
• Facilitated UAT/SIT sessions with government stakeholders to validate functional and non
functional requirements; maintained full requirements traceability throughout delivery.
• Modeled system workflows, activity diagrams, data models, and business processes using UML
and Enterprise Architect to support technical design and solution alignment.