Masir Ahmad

L2 Technical Support Engineer with 5+ years of experience delivering enterprise cloud and application support in SLA-driven environments. Proven expertise in incident management, log and stack trace analysis, RCA, and cross-functional issue resolution. Strong customer-facing troubleshooting experience with enterprise platforms, system diagnostics, SQL analysis, and ServiceNow-based case handling.

Adept at working across global teams, managing high-severity incidents, and contributing to technical knowledge bases. ITIL-certified with strong analytical and communication skills. Available for 24×7 rotational support.

Technical Support Engineer at Infosys BPM Limited (2023-02 – Present)

Provide L2 support for enterprise cloud applications, performing deep-dive troubleshooting across application, system, and network layers.

• Provide L2 support for enterprise cloud applications, performing deep-dive troubleshooting across application, system, and network layers
• Analyze application and system log files, stack traces, and error dumps to identify root cause of complex issues
• Manage incidents through ServiceNow, ensuring resolution within defined SLAs and maintaining end-to-end ownership until closure
• Handle high-severity (P1/P2) production incidents, coordinate with Engineering and Cloud Operations teams, and deliver timely service restoration
• Assess customer business impact, provide continuous case updates, and ensure effective stakeholder communication
• Document resolutions and contribute to internal technical knowledge base and best-practice sharing
• Participate in global handover calls ensuring continuity of support across regions

IT Helpdesk Engineer (L1 → L1.5 Escalation Support) at Startek (2021-04 – 2023-01)

Delivered enterprise IT support for desktops, email, VPN, and business applications.

• Delivered enterprise IT support for desktops, email, VPN, and business applications
• Performed network diagnostics (ping, traceroute, DNS checks) to resolve connectivity issues
• Logged and tracked incidents in ticketing systems and escalated complex issues with structured diagnostic data
• Maintained high first-contact resolution and strong customer satisfaction metrics

Application Support Executive (L1.5) at Appxem (2020-03 – 2021-04)

Supported web and mobile business applications by analyzing backend logs and database queries.

• Supported web and mobile business applications by analyzing backend logs and database queries
• Investigated application crashes, session issues, data mismatches, and configuration defects
• Worked closely with development teams for bug validation and release readiness testing

Bachelor of Computer Applications in B.C.A. – Techno India University