Sarfaraz Sayed

About Sarfaraz Sayed

Scrum Master with hands-on experience enabling teams to deliver work predictably using…

Experience

1. Application Support Analyst L2

   Nityo Infotech

   Jul 2022 — Present · Mumbai, IN

   Directed high-priority incident management for international port operations, establishing and enforcing global SOPs that cut resolution times and safeguarded multi-million-dollar client operations.• Provided Level 2 production support for mission-critical applications, proactively monitoring batch processes, workflows, and data transfers to maintain peak operational efficiency.• Partnered with stakeholders to gather requirements, define project scope, and prioritize features based on business value, ensuring smooth delivery of stakeholder-approved releases.• Led and mentored L1 and L2 support teams across regions, enhancing SLA compliance, first-contact resolution rates, and overall service delivery quality.• Collaborated with development and business analysis teams to execute effective bug triaging, deliver seamless application transitions, and ensure high product performance.• Led advanced troubleshooting of application logs, APIs, and business flows, performing root cause analysis and implementing corrective actions to enhance stability and prevent recurrence.• Forged strong client relationships as the trusted escalation point for global stakeholders, ensuring business continuity through proactive communication and preemptive issue management.• Orchestrated production deployments and emergency changes with zero downtime, delivering transparent progress updates to senior leadership and client stakeholders.• Designed and delivered strategic training programs, product demonstrations, and troubleshooting workshops for clients and internal teams, driving adoption and reducing post-deployment support requirements.

Skills

• Microsoft Excel
• Microsoft Word
• Electronics
• Telephony
• Microsoft Office
• Sales