JOINT MANAGER APPLICATION SUPPORT
ADAMJEE INSURANCE
Total years of experience :10 years, 10 Months
Providing business application support under the supervision of the Senior Manager Application Support.
Performing analysis on existing functionalities and suggest improvements.
Consulting with the vendor, application team and internal/external users to improve applications’ performance.
Establishing the root causes of applications’ errors and escalating serious concerns to next level.
Keep record of all changes/bug fixations and share weekly analysis to IT Head.
Extensive testing of all changes/bug fixations/new projects and ensure problem free solution delivery to users.
Training of existing and new functionalities to all business users.
Coordinating with vendor and user to ensure effective resolutions.
Maintain good professional relationships with the team and business users.
Responsible to review periodically USER REVIEW with respective Divisions & Departments.
Provide critical technical support of the Capital market application and working with our development group to resolve more advanced issues when necessary.
Ensure the performance, quality and responsiveness of the product.
Using Different methodologies to test Server side and Client side issues and bugs (FastClient & FixClient).
Documenting troubleshooting and problem resolution steps.
Deployment and advanced configuration on both Windows and Linux.
Deployment and advanced configuration of Web Servers on Microsoft Azure Cloud.
Testing the product functionality.
Managed the Application Releases and implementation.
Preparation of incident report if any unforeseen event occurs.
Provide critique in order to make further development in pre-existing Capital market applications.
Managed clients from auto-captive sector at Tier-II (e.g. Mercedes, BMW, Toyota, Volvo, Nissan, Hyundai, Fiat, GAC etc.). Primarily handling project management, coordination, relationship management, software testing on development opportunities.
Managing legal aspects of client relationships - e.g. contract negotiation, contract drafting and modifications and finalization of legal documents.
Identify, measure, track, resolve and report on specific client requests and issues.
Combine data analysis and client feedback to provide client and sales prospects optimized workflow suggestions.
Preparation SLAs Reporting Dashboard breaks down by Achieved percentage, Fulfill time, Breach time, Breached tickets of all Daimler and Non Daimler Clients.
Coordination between client and technical users for the resolution of critical items (Incident, Change Request, Modification) of customers and maintenance of critical tickets on JIRA, HelpDesk, Daimler CISM to engage relevant teams to resolve accordingly.
Providing business approval estimations to client any change request required in system software.
Resolution of complaints/service support to a worldwide clientele (around 20 Telecom operators of UK & US) for M2M services and devices at Tier-III in databases (SQL Server 2008 R2).
Carrier connectivity issues in both Front-end Portal and back-end Database (SQL Server 2008 R2).
Preparation weekly / monthly reports of SMS, Voice, GPRS and Requests of different operators like T-Mobile, Sprint, Bosch.
Monitoring of different windows in system using Nagios, Salesforce, SQL Server (Queues) etc.
Writing / Modification of SPs, functions for the domain in MS SQL Server 2008.
Problem Management and working proactively in case of any emergency situation and engage required resources for rectification.
Logging and keep tracking issues on JIRA to engage relevant teams to resolve accordingly.
Leading and training of Jr. Resources.
Preparation of complete software documentation including SRS, STD, SDD, ERDs, and Use Cases etc. for every project.
Preparation of User Interfaces with complete user experience requirements. Initial design (jpeg images) and development (HTML5, CSS3, JavaScript, and JQuery)
ACHIIEVEMENTS
Promoted as Front End Developer from Front End Trainee after 2 months of work with Virtual Live Technologies.
Master in Information and Communication Technology.