Mahmoud R. Shouman

Application Support Engineer with 6+ years of experience supporting enterprise applications across customer experience, contact-center, payment, fintech, loyalty, POS, and retail environments. Experienced in production incidents, major incidents, service requests, escalations, and SLA-driven ticket management across high-availability enterprise environments. Skilled in application troubleshooting and technical investigation through structured analysis of logs, APIs, databases, servers, networks, configurations, and system dependencies.

Experienced in application deployment, configuration management, backup and rollback, functional testing, release validation, and post-deployment verification. Effective in coordinating with development, infrastructure, database, network, business, and customer teams to resolve issues and restore services.

Application Support Engineer - IST Networks (IST) - Smart Village, Egypt

(2024-01)

Supports Genesys, Cisco, and Sprinklr platforms across production incidents, deployments, integrations, monitoring, and service restoration.

Live Support Engineer - Universal Payment Services (UPS) - Sharq, Kuwait

(2022-01 - 2024-12)

Supported payment, loyalty, fintech, and transaction-processing platforms across incidents, SQL analysis, integrations, releases, and production validation.

Deployment Engineer - Quality Business Solutions (QBS) - Maadi, Egypt

(2020-01 - 2022-12)

Delivered cloud-based POS deployments, upgrades, configuration changes, customer go-lives, technical troubleshooting, and end-user training.

Bachelor's Degree - Industrial Engineering - Zagazig University (2013-01 - 2018-12)