Salman Basha

• Primary escalation owner for enterprise customer issues on a cloud-native ML platform, ensuring resolution within SLA/TAT commitments across 24/7 and on-call production environments. • Conducted in-depth RCA on platform issues spanning ERP integrations, SSO (SAML, OAuth), REST/XML APIs, and data discrepancies; shared structured findings with stakeholders to drive permanent fixes. • Performed proactive log analysis using Kibana, Grafana, Datadog, and CloudWatch to detect and remediate application and infrastructure anomalies before they impacted production. • Managed end-to-end release cycles including deployments, patching, and upgrades across Production, SIT, and UAT; executed Change Requests, blackout periods, and DB snapshots per ITIL standards. • Built and maintained monitoring dashboards tracking Kubernetes pod health, server uptime, CSAT, FRT, SLA compliance, and MTTR for both client-facing and internal reporting. • Supported containerised workloads on Docker and Kubernetes — container log analysis, pod troubleshooting, and OS-level diagnostics on Linux/Unix using Shell scripting, GREP, SED, and Crontab. • Administered Jira and ServiceNow ticketing workflows; maintained knowledge base articles and SOPs to reduce recurrence and improve first-contact resolution rates. • Led weekly client stand-ups, offshore/onshore syncs, and QBRs alongside Customer Success Managers, delivering resolution timelines and proactive risk assessments.

• Delivered L2 production support for a global smart parking SaaS platform serving enterprise mobility clients across multiple regions, maintaining 99%+ platform availability. • Diagnosed and resolved REST/XML API integration failures and data discrepancies, reducing average ticket resolution time and improving client SLA adherence. • Coordinated cross-functional incident resolution with L3 engineering, product, and QA teams; maintained transparent stakeholder communication from triage through closure. • Developed and optimised SQL queries for client data investigations and business reporting, ensuring accuracy and relevance across complex multi-table datasets. • Managed secure file transfers (SCP, SFTP, WinSCP) and administered DNS configurations, domain renewals, and hosting troubleshooting to ensure continuous service availability. • Authored SOPs and post-incident review documents; findings fed directly into process improvements that reduced repeat incident volume quarter-on-quarter.

• Provided production support for an enterprise Order Management System handling corporate order processing and multi-tier distribution workflows across diverse client accounts. • Executed application deployments, patching, and environment promotions across Production, SIT, and UAT in coordination with vendors, development, and QA teams. • Proactively monitored server health and application uptime; generated health check reports and escalated anomalies before client impact occurred. • Administered Change Requests, planned maintenance blackout windows, and maintained ITIL-compliant change records throughout the release lifecycle. • Managed BMC Remedy and Jira ticketing queues; enforced priority-based triage, accurate case documentation, and consistent SLA adherence across all active incidents. • Represented the support team in offshore/onshore status meetings, providing weekly progress updates, escalation summaries, and risk flags to project stakeholders.