Muhammad Munawar Zaman
@muhammadmunawarzaman
I resolve critical application and database incidents through SQL troubleshooting, monitoring, and root-cause analysis.
PakistanWhat I'm looking for
At SDS IT, a Payactiv Company, I diagnose and resolve critical application and database issues using advanced SQL queries, log analysis, and monitoring tools.
I streamlined escalation protocols to reduce Tier-2 ticket volume by 30% and maintain SLA compliance through 24/7 proactive monitoring and incident response. I also mentor and train L1 engineers in advanced troubleshooting and RCA reporting.
I use AWS CloudWatch dashboards, alerts, and ELB configuration to monitor performance, improve availability, and minimize downtime from resource and application failures. I partner with DevOps teams on cloud performance, resource allocation, backup validation, and failover readiness.
Previously, at MTBC CareCloud and Virtual University, I supported enterprise applications, integrations, cloud migrations, end-user systems, and networking across multiple campuses. I bring hands-on experience improving reliability, resolving recurring incidents, and coordinating with development and infrastructure teams.
Experience
Work history, roles, and key accomplishments
Senior Escalation Engineer
SDS IT, a Payactiv Company
Nov 2023 - Present (2 years 10 months)
Diagnose and resolve critical application and database issues using advanced SQL queries, log analysis, and monitoring tools. Streamlined escalation protocols, reducing Tier-2 ticket volume by 30% and mentored 12 L1 engineers.
IT Support Engineer (Tier-2)
MTBC CareCloud
Jan 2021 - Dec 2023 (2 years 11 months)
Provided Tier-2 technical support for enterprise applications, resolving incidents related to SQL, user access, and system integrations. Implemented proactive monitoring practices and authored comprehensive RCA documentation.
IT Support Engineer
Virtual University
Jan 2017 - Dec 2019 (2 years 11 months)
Delivered end-user support resolving hardware, software, and networking issues across multiple campuses. Performed system installations, upgrades, and maintenance to ensure service continuity.
Education
Degrees, certifications, and relevant coursework
Capital University of Science and Technology
Master of Science, Project Management
2019 - 2021
Master's in Project Management from Capital University of Science and Technology, Islamabad, from 2019 to 2021.
University of Engineering and Technology Taxila
Bachelor of Science, Information Technology
2013 - 2017
Bachelor's in Information Technology from University of Engineering and Technology Taxila, Rawalpindi, from 2013 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Salary expectations
Job categories
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