Mohamed Zafeer
Support Lead
Chennai
Summary
Lead Software Support Engineer supporting Level 2 & 3 incidents for market data and banking applications across the EMEA region. Resolves production issues with Linux, SQL, shell scripting, and ITIL practices, while coordinating escalations through JIRA and ServiceNow to protect SLA delivery. Strengthens stability through log analysis, job scheduling, release support, and root-cause fixes for data flow and application defects.
Overview
16
16
years of professional experience
Work History
Lead Software Support Engineer
Societe Generale
09.2017 - Current
- Company Overview: Financial Market Data - Neoxam DataHub
- The Market Data application act as a data hub for the financial market securities which receives data from Bloomberg, Six Telekurs, Euroclear, WMDaten, Unicredit Services, ICE KLERS, etc.
- Provide technical support for Level 2 & 3 to financial market players in the EMEA region reported via JIRA and respect SLA's
- Manage, analyze and understand issues / application requests reported by NeoXam customers
- Work closely in collaboration with other teams (DEV, QA, Consulting, PO) to improve the product
- Test SQL queries and scripts created via DataHub's proprietary scripting tool
- Escalate to a higher level (R&D or Product or Technical Support) if necessary by preparing the related bug reports
- Log analysis, java errors and check the optimization of scripts (shell, bash, XML)
- Analyze the log for the issue and modify the shell script
- Monitoring data flows between the systems (upstream & downstream applications)
- Identify root causes and provide solutions (workaround or definitive fix) for customers in collaboration with consultants, account managers and R&D
- Manage relationships with customers: Alert reporting, assistance and configuration support
- Report creation on missed, rejected, exceptional securities on a daily basis
- Monitoring the production environment and troubleshooting the issues
- Resolving major production issues related to business logics
- Scheduling and modifying the jobs based on business needs
- Managing Release and Deployment activities
- Report bugs detected on the application during analysis
- Reproduce incidents and problems reported by customers in internal environments
- Track tickets until final resolution: test fixes if necessary
- Feed incident knowledge database with encountered issues and its solution
- Validate and contribute to the writing of the installation procedure and exploitation documents for each product
- Financial Market Data - Neoxam DataHub
System Administrator
IBM India Pvt Ltd
10.2013 - 09.2017
- Experienced as Support Engineer for Astellas Pharma and British Petroleum projects
- Handling the production issue reported by users and providing the appropriate solutions
- Monitoring the application servers and scheduling jobs in scheduler
- Work closely with other support team for resolving the issue
- Perform DML, DCL operations
- Check the Linux server utilizations
- Strictly follow the ITIL standards for the incident and request management
- Coordinate with DBA, Network team and other support team for issue
- Generate reports for the management
Associate Engineer
HCL Info systems
08.2010 - 08.2012
- Experience in fulfilling day to day activities, including regular server health checks, user and group management, file permissions, space management, monitoring
- Analyze and configure the machine configuration, perform the up gradation and patches
- Configure and troubleshoot windows server and Windows, Linux OS
- Installing required software and utilities and Configuring printers and sharing the printers over Linux servers
- Resolved network and application issues to maintain operational continuity
Education
Bachelor of Engineering - CS
Anna University
ChennaiSkills
Application support
Production support
Oracle SQL
JIRA
SQL
DataHub scripting tool
ServiceNow
Incident management
Problem analysis
SLA management
Stakeholder communication
Production troubleshooting
Root cause analysis
Major incident management
Release coordination
Deployment support
Log analysis
Monitoring & alerting
Batch job scheduling
Shell scripting
Linux administration
Technical documentation
Data flow monitoring
Personal Information
- Pan Number: BGEPM4377H
- Passport Number: U2280201
- Date of Birth: 07/07/87
Timeline
Lead Software Support Engineer
Societe Generale
09.2017 - Current
System Administrator
IBM India Pvt Ltd
10.2013 - 09.2017
Associate Engineer
HCL Info systems
08.2010 - 08.2012
Bachelor of Engineering - CS
Anna University