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Shaik Imthiyaz Ahammad

Production Support Engineer | NOC Engineer | Systems Monitoring Specialist • Andhra Pradesh, India • i***************@gmail.com • +91*******795 • linkedin.com/••••• • drivetube.ai/•••••

Professional Summary

Production Support Engineer with 3+ years of experience maintaining 99.9% SLA compliance for enterprise-grade applications; experienced in observability (Grafana, Datadog, Dynatrace, SolarWinds), batch scheduling (Control-M, Autosys, TIDAL), ServiceNow-based ITSM, P1/P2 incident management, and virtualized infrastructure support. Transitioning toward software engineering with practical SQL and Linux scripting to bridge operations and development.

Technical Skills

Databases: SQL Oracle SQL Developer,Shell commands,Log analysis
Testing: REST API validation
Tools and Methodologies: Postman
Monitoring & Observability: Grafana,SolarWinds,Datadog,Dynatrace,Nagios
Batch Scheduling: Control-M,Autosys,TIDAL
ITSM & Incident Management: ServiceNow,P1,P2 Incident Management,Major Incident Management,Outage Management,Root Cause Analysis
Virtualization & OS: Citrix Workspace,VMware,Windows Server,Linux RHEL, Ubuntu
Workforce & Reporting: Calabrio,NICE CXone,Intraday performance analysis

Work Experience

Tata Consultancy Services
Hyderabad, Telangana, India
Systems Engineer
May 2022 – Oct 2025
Supported BFSI and telecom enterprise accounts at TCS, providing 24/7 production support, monitoring, batch operations and incident management for mission-critical services.
Tech Stack: Grafana, SolarWinds, Datadog, Dynatrace, Nagios, Control-M, Autosys, TIDAL, ServiceNow, Postman, Citrix Workspace, VMware, Oracle SQL Developer, Shell commands, Calabrio, NICE CXone
  • Monitored 50+ mission-critical servers and services using Grafana and SolarWinds; implemented threshold tuning and custom alerts that reduced mean time to detect (MTTD) by 30%.
  • Managed 200+ monthly batch failures across Control-M, Autosys, and TIDAL by diagnosing dependency chains, restarting jobs, and coordinating fixes—achieved a 98% on-time batch completion rate.
  • Led P1/P2 incident bridge calls and coordinated L2/L3 escalations and Major Incident Managers, improving mean time to resolution (MTTR) by 25% through structured runbooks and real-time communication.
  • Maintained 100% audit and ticket compliance in ServiceNow by enforcing standardized ticket templates and RCA practices, cutting documentation time by ~20% and improving post-incident reporting quality.
  • Authored and implemented 15+ SOPs for shift handovers, escalation runbooks, and batch monitoring across three shifts, eliminating recurring human errors and improving operational consistency.
  • Supported Citrix and VMware infrastructure for 500+ enterprise users and used Datadog/Dynatrace for intraday performance analysis to identify call spikes and reallocate resources, reducing user downtime tickets by 40%.

Education

Rayalaseema University
Bachelor of Computer Applications (BCA) • Andhra Pradesh, India • Jul 2018 – Oct 2021

Certifications

ITIL Foundation (pursuing)
Grafana Fundamentals — Tata Consultancy Services

Achievements

  • Awarded 'Good Team Player' at TCS: Recognized for consistent cross-functional collaboration and high-impact incident resolution during critical outages.
  • 100% on-call P1 shift coverage: Completed continuous on-call shift coverage for 3+ years with zero missed escalations on P1 incidents.

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