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shaik irfan

@shaikirfan7

Technical Support Lead at Numeric Technologies, supporting Autodesk applications and AWS infrastructure while managing a 20–25-person team.

India

Message

At Numeric Technologies, I lead daily operations for a team of 20–25 Customer Service Representatives while providing application and infrastructure support for Autodesk’s internal applications. I maintain AWS services and use Splunk and CloudWatch dashboards to monitor issues and application performance.

Previously, at Site Tracker India Pvt Limited, I supported enterprise Java applications, deployments, and break/fix work, and handled complex customer escalations. At Salesforce India Pvt Limited, I supported Salesforce B2C Commerce Cloud and diagnosed performance issues using tools including Grafana and AppDynamics.

Earlier, I supported production applications and L2/L3 operations at Liquid Hub India Pvt Limited (A Capgemini company), Invenio Business Solutions, and Rythmos India Pvt Limited. My experience includes incident management, troubleshooting, deployments, and operational support across Java applications and cloud environments.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Lead

Current

Numeric Technologies

Mar 2024 - Present (2 years 7 months)

Lead and manage daily operations for a team of 20-25 Customer Service Representatives, ensuring consistent achievement of KPIs including AHT, CSAT, FCR, SLA, Quality, Productivity, and Adherence. Provide infrastructure and application support for Autodesk's internal applications, manage AWS cloud infrastructure, and develop monitoring dashboards in Splunk and CloudWatch.

AWS AWS ECS Lambda RDS DynamoDB Route 53 VPC Splunk Cloudwatch Dynatrace SOX Compliance Team Management SLA Management KPI Management Incident Management Application Support

Senior Technical Support Engineer

Site Tracker India Pvt Limited

Mar 2023 - Mar 2024 (1 year)

Owned complex, high-profile customer technical escalations and provided recommendations for performance and scalability. Supported enterprise Java applications, production and lower-environment deployments, and break/fix activities.

Java Application Support Escalation Management Troubleshooting Deployment Break Fix Knowledge Management

Senior Member of Technical Staff (SMTS)

Salesforce India Pvt Limited

Jan 2020 - Mar 2023 (3 years 2 months)

Owned complex customer issues and provided technical assistance to support teams, customers, partners, and Salesforce employees. Supported Salesforce B2C Commerce Cloud, including best-practice adoption, site maintenance, deployments, and break/fix activities.

Salesforce B2C Commerce (SFCC)Grafana AppDynamics Grid Manager Log Centre Business Manager Escalation Management Defect Triage Knowledge Management

Software Engineer

Liquid Hub India Pvt Limited

Jan 2018 - Dec 2019 (1 year 11 months)

Monitored production applications, supported teams, managed tickets, and coordinated issue routing to protect SLA commitments. Supported 24/5 application operations, server/application issues, deployments, reporting, and environment health checks.

Application Support Incident Management SLA Management Deployment Monitoring Ticketing

Java Consultant

Invenio Business Solutions

Mar 2017 - Dec 2018 (1 year 9 months)

Monitored production systems and handled L2/L3 issues escalated from L1 support. Performed deployments, server patching, database patching, ticket monitoring, and incident routing to protect SLAs.

Java L2 L3 Support Deployment Server Patching Oracle Database Patching Incident Management ServiceNow BMC Remedy JavaScript Scripting

Production Support Engineer

Rythmos India Pvt Limited

Mar 2015 - Feb 2017 (1 year 11 months)

Handled production incidents as part of the L1 team and prepared daily incident reports. Monitored production systems, server health, and end-to-end delivery of high-volume messages and transactions.

Incident Management Monitoring Production Support Reporting