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Waleed Javed

@waleedjaved1

Application Support Engineer at Seamless Distribution Systems supporting ERS 360° and administering Jira Service Desk.

At Seamless Distribution Systems, I support the ERS 360°, PayMobile and SnD products, monitoring and resolving customer tickets within defined SLAs and escalating issues to L2/L3 engineers when needed.

I administer Jira Service Desk projects and configure SLAs, automations, dashboards, and access controls. I also prepare SLA and KPI reports and maintain application documentation, SOPs, and troubleshooting steps.

I support patch testing and deployments across Testbed, PR, and DR environments, and monitor system stability with Nagios, Grafana, and Kibana. Earlier, I worked as a Telecom Engineer at Tier 4 Pvt (Ltd) and completed an internship in RAN Supervision at Mobilink (Jazz).

Experience

Work history, roles, and key accomplishments

Current

Team Lead / L1 Support Engineer

Current

Seamless Distribution Systems

Aug 2019 - Present (7 years 3 months)

Lead L1 support engineer providing 24x7 application support, monitoring and resolving tickets within SLAs, and escalating to L2/L3 teams. Also administers Jira Service Desk, prepares SLA/KPI reports, and supports patch deployments.

Application Support SLA Management Jira Service Desk Linux CentOS SQL MariaDB Grafana Kibana Nagios Prometheus Incident Management Root Cause Analysis Documentation

Internship - RAN Supervision

Mobilink (Jazz)

Apr 2015 - Jun 2015 (2 months)

Monitored network alarms and produced hourly status reports and down-site summaries. Performed preventive and corrective maintenance and call testing.

Network Monitoring Preventive Maintenance Corrective Maintenance Call Testing