Headline

IT Application Support Specialist | Programmer Analyst| SLA-Driven Production Support

About

Programmer Analyst with 5+ years of experience delivering L2 application support, enterprise systems troubleshooting, and SAP-integrated production support across global business environments. At Infosys, I managed 150+ tickets weekly while maintaining a 95%+ SLA compliance rate, and led database query optimization work that cut response times by 80% and reduced recurring ticket volume by 70% — turning a reactive support function into a more stable, self-sufficient system. Earlier, I supported SAP Gateway operations for Siemens Healthineers' PACE application as part of an 8-member team, resolving 200+ production incidents through root cause analysis, XML log analysis, and cross-functional coordination with DevOps. I also administered 50+ enterprise servers at HPE (Linux/Unix via SSH, IAM provisioning on GreenLake Cloud) and delivered technical support to global HP customers with a 98% CSAT score. I specialize in translating high-pressure, high-volume support environments into measurable improvements: faster resolution times, lower recurring incident rates, and stronger cross-team coordination.

Location

Bengaluru

AI stack

claude

openai

Base44

Work experience

Information Technology Operations Engineer at InterCityXpress, Dec 2025 - Jul 2026 · 8 mos, Riyadh, Saudi Arabia, - Supported day-to-day IT operations, ensuring the availability and smooth functioning of business systems and end-user services. - Assisted in troubleshooting hardware, software, network, and user access issues to minimize operational downtime. - Participated in routine system health checks and operational maintenance to ensure service continuity.

Application Specialist at Infosys, Apr 2023 - Nov 2025 · 2 yrs 8 mos, Bangalore, Roles and Responsibilities: - Provided L2 application support, resolving critical production issues within defined SLA timelines. - Strong Experience in Google Workspace administration, Windows administration, Networking, and End User Support - Performed root cause analysis (RCA) for recurring system failures and implemented permanent fixes. - Experience supporting users in a fast-paced business environments with a focus on SLA compliance and customer satisfaction. - Optimized database queries and application performance, improving system response time and stability. - Worked closely with business users, IT teams, and vendors to troubleshoot and resolve system issues - Experience working with ticketing systems, incident management and service desk operations - Implemented system enhancements and feature updates based on changing business requirements - Maintained technical documentation including SOPs, deployment guides, and support runbooks. - Exposure to automation and scripting, with willingness to continuously learn emerging technologies - Knowledge of cloud platforms (AWS / Azure / GCP), virtualization and infrastructure management. - Experience with ITIL Incident / Problem and Change Management. - Adaptable, quick learner, and comfortable working in multicultural environments.

Technical Engineer at PRIMUS Global Technologies Pvt Ltd, Nov 2022 - Apr 2023 · 6 mos, Bangalore Urban, - Deployed at Hewlett Packard Enterprise- HPE -Supported HPE enterprise server infrastructure, performing server upgrades, patching, maintenance, and troubleshooting activities. -Administered Linux/Unix servers remotely using SSH and PuTTY for system support and operational tasks. Provided Identity and Access Management (IAM) support for HPE GreenLake Cloud, including user access provisioning and permission management. -Coordinated with clients during maintenance windows to ensure successful implementation of infrastructure changes and minimal service disruption. -Assisted in incident resolution, system monitoring, and enterprise infrastructure operations within a customer-facing environment

Consultant at Evora IT Solutions, Mar 2022 - Sep 2022 · 7 mos, Bengaluru, Roles and Responsibilities: • L2 Support Consultant for NGM – Siemens Healthineers and PACE Germany projects. • Fast tracked to consult client on On-site to Germany. • Coordinated with DevOps and SAP Gateway teams during escalations, analyzing XML extracts and console logs for RCA. • Supported backend operations across SAP Gateway and server layers, performing error reprocessing and testing quality upgrades. • Delivered production support for NGM AMS, working closely with cross-functional consultants to resolve incidents efficiently.

Technical Support Engineer at Fidelis Technology Services, Nov 2020 - Mar 2022 · 1 yr 5 mos, Bengaluru, -Technical support engineer for - HP Inc. -Responsible for addressing issues reported by ANZ, US and ASIA region, Commercial and Premium customers on their Hp Notebooks, Hp Desktops, Hp Workstation and accessories.

Education

Bachelor's degree, Computer Science, bangalore university

Pre-University, Engineering Science, Presidency College, Bangalore

Public links

naveed-khan-tech.base44.app: https://naveed-khan-tech.base44.app/