Sameer Shaikh

ITIL® 4 Foundation Certified Application Support Leader with 10+ years of experience across Application Support Management, L2/L3 Production Support, ERP & Business Applications Support. Currently working as Senior Application Support Analyst, handling mission‑critical applications, SLA governance, incident/problem/change management, and stakeholder communication. Proven expertise in ITSM processes, service desk operations, root cause analysis, escalation management, and team collaboration.

Strong fit for Application Support Manager / Senior Application Support Analyst / Technical & Product Support roles in Saudi Arabia and UAE.

Senior Application Support Analyst

Vistra International Expansion (India) Pvt. Ltd., Mumbai, India | Sep 2021 – Present

• Provide L2/L3 production application support for global enterprise systems including Payroll, ERP, Billing, Accounting, KYC, DocuSign, Alternative Investment, and Entity Management platforms. 
• Manage incidents, problems, and change processes in line with ITIL® best practices. 
• Ensure SLA, KPI, and service delivery compliance using ServiceDesk Plus and Freshdesk. 
• Perform root cause analysis (RCA) and drive permanent fixes in collaboration with development and infrastructure teams. 
• Creating and maintaining documentation and knowledge articles in ServiceDesk and Freshdesk tools essential to support both the team and the end-users effectively.
• Providing payroll application support, resolving system issues and discrepancies within SLAs. Coordinated payroll corrections and re-runs with clients and internal teams. Supported compliance and advisory applications, user training, documentation, and testing of system updates and enhancements. 
• Act as a point of contact for business users, ensuring high customer satisfaction and service continuity.

Senior Software Support Executive

Wera Foods Technology Pvt. Ltd., Mumbai, India | Nov 2017 – Jul 2021

• Led application support for POS systems and online food ordering platforms. 
• Managed remote end‑user support and handled critical escalations. 
• Supervised daily support operations and ticket closures. 
• Conducted installations, system training, and go‑live support. 
• Collaborated with the development team for web plugin enhancement.

Software Support Consultant

Global Business Solutions (Channel Partner – BUSY Infotech), Mumbai, India | Nov 2016 – Aug 2017

• Provided application support for BUSY Accounting & ERP Software. 
• Supported clients across micro and small‑scale enterprises. 
• Handled installation, configuration, training, and post‑implementation support.

Application Support Analyst

Focus Softnet Pvt. Ltd., Mumbai, India | Aug 2015 – Oct 2016 –

• Supported FOCUS ERP Software for multiple clients. 
• Implemented ERP modules as per customer requirements. 
• Delivered end‑user training and handled production issues.

Software Development Intern

Techno Triangle Pvt. Ltd., Mumbai, India | Jan 2015 – Mar 2015

• Worked on Inventory Management System for the garment industry. 
• Gained hands‑on exposure to SQL queries and .NET development.

Master of Computer Applications (MCA) | 2012 – 2015

JSPM Institute of Computer Applications, University of Pune, Pune, India

Bachelor of Computer Science (B.Sc. CS) | 2008 – 2012

Netizens College of IT & Computer Science, SRTM University, Latur, India