Tausif Shaikh Email & Phone Number

London Area, United Kingdom

London, England, United Kingdom

• Executed technical analysis, Root Cause Analysis (RCA), and problem management along with helping the Level 2 (L2), Level 3 (L3) & Level 4 (L4) teams with technical inputs.
• Drove the migration from Single Tenant to Multi-tenant PODs from Cloud deployment to effectively manage the infrastructure.
• Enabled team on technical troubleshooting by leveraging multiple debugging approaches and in-depth technical product knowledge.
• Managed technical delivery aspects for the entire shift (Americas) with global teams set up across India, San Jose, and Costa Rica.
• Executed critical product analysis for senior management’s consumption and to drove engineering and product initiatives.
• Managed defect scoping in terms of impact analysis, workarounds to help establish the priority and alignment with the release vehicle, as part of Release Management.

Vadodara, Gujarat, India

• Managed and led the team of Technical Engineers to investigate issues technically and implement solutions. Trained and mentored new hires using support onboarding best practices.
• Handled escalation to expedite the investigation and facilitate customers with RCA (Root Cause Analysis) along with preventive measures.
• Implemented HA/DR (High Availability/ Disaster Recovery) model for premium customers to achieve continuous, uninterrupted operations for enterprise products. Developed superior step-by-step procedure to carry out.
• Deployed product on the virtual environment (i.e. Citrix XenDesktop, XenApp, VMWare) as well as on private Cloud (i.e. AWS, Microsoft Azure).
• Led the migration project known as MEAP (Migration Early Acceptance Program), driving migration from legacy applications to Enterprise A2019 (for both Cloud and On-Premise models).
• Defined working model/ process for the team to target the cases that are immediate closure. This process paved the path for 1 Business Day (BD) resolution to shoot up and reduced the ART (Average Handling Time).

Vadodara, Gujarat, India

• Troubleshot issues with Infrastructure, Implementation, Application-level with help of logs analysis and various tools (i.e., WireShark, Fiddler, and Java Accessibility).
• Analyzed issues reported with IQBot – a cognitive-based tool that extracts the data from PDFs using machine learning capabilities.
• Developed object locators using Developer Tools, which is used to capture the objects of a web page to clone them so that automation can be achieved. This increased the success rate of the automation and helped.
• Created a digital workforce for customers to automate their mundane tasks by preparing bots (automated task scripts).
• A key driver of the content delivery team to prepare study material in the form of document/video to publish on self-help portals of the organization to be consumed by internal/external customers.
• Authored knowledge base article for the new feature or defect concluded, to help customers leverage the solution beforehand. Aligned articles with Knowledge-Centered Services (KCS) standard, maintained the Article.

Mumbai, Maharashtra, India

• Worked as a SPOC (Single Point of Contact) for all the stakeholders/ business users on any issues related to Applications handled by Business Support Group (BSG).
• Analyzed and determined the RCA and implemented solutions in terms of process and proactive measures.
• Worked on user queries regarding the data discrepancy/ system availability and application logic with various BU (Business Unit).
• Supported Incident Management by providing information and work-around depending on the severity of the incident.
• Created a knowledge base for issues occurring on a regular basis.
• Generated reports from DB by writing SQL queries as per customer’s requirements.

Bengaluru, Karnataka, India

• Provided support for MoneyCenter application for the concern /issue raised via tickets, service request/ incident.
• Prepared Use Test Cases to check the application behavior in terms of logic and functionalities of the product.
• Led the PDV (Post Deployment Verification) process, to safeguard the functionality of the application is intact post the patch /monthly release which moved to production. This was an activity where a client worked with.
• Managed Platinum accounts (i.e. Bank of America, USAA) as being a single point of contact proactively worked on the ongoing issues. Performed RFB (Ready-For-Business) checks for customers.
• Worked on user’s queries regarding the data discrepancy/ system availability and application logic, day-to-day support procedures like amending the static data as per user requirement.
• Performed RCA on repetitive incidents and issues for permanent rectification of problems. Also ensured an enhancement is logged and worked upon to reduce the ticket inflow.

Bengaluru, Karnataka, India

• Provided application support to end-users (Qantas Airlines) and resolved their concerns raised via ticket.
• Identified bugs/defects in the system and report them to the concerned team. Coordinated with internal technical teams and brought them to closure.
• Prepared SQL queries to fetch data and prepare a report which would be shared with the requestor.
• Deployed to the client facility for the migration project and received the client’s appreciation for the work carried out well before the expected deadline. The total duration of the project was 90 business days.
• Deduced the process for migration of user profiles from Legacy system to the Citrix XenDesktop to achieve data security and high system availability all the time.

Master Of Computer Applications - Mca

Bachelor'S Degree, Electrical And Electronics Engineering