About

Shahnwaz Siddique is a Senior Application Support Engineer at EY with over 7 years of experience in the IT industry. He is an expert in L2 level application support and has extensive experience in analyzing and identifying the root cause of failures and fixing them with proper interaction with the development team. He is also proficient in SQL Server and has hands-on experience in SQL and PL/SQL. Shahnwaz has a strong understanding of ITIL processes, including problem, change, and incident management. He proactively and independently works on resolving issues before they impact clients and communicates with business stakeholders regarding the impact of issues and estimated time until such issues are fixed. Shahnwaz has good exposure to working in offshore/onsite models and has the ability to understand and/or create functional requirements working with clients. He also has extensive experience in requirement analysis and generating artifacts from requirements documents. Prior to joining EY, Shahnwaz worked as a Business Process Lead at TCS, where he was responsible for application support and maintenance, incident, change, and problem management, customer satisfaction, and SLA adherence. He also managed applications under heavy loads and built small application tools for troubleshooting and health check purposes. Shahnwaz was a single point of contact and customer relations expert between the business and other stakeholders. He provided technical support to teams within the organization and external clients and managed the ticketed query system, ensuring resolution was up to date, maintaining and updating technical documents and procedures. He also used various monitoring tools like Grafana, Postman, and Azure monitor to check the system is up to date and used Kubernetes to deploy and scale apps and validate the health of services. Shahnwaz also worked as a Support Specialist at PwC, where he managed call flow and responded to technical support needs of customers. He reviewed technical documentation and procedures, provided on-call support for critical issues, and was involved in supporting and maintaining three different business-critical applications in a 24/7 environment. He worked on technologies like C#, Oracle SQL Developer, SQL Server, JavaScript, jQuery, and HTML. Shahnwaz holds an MCA degree in Computer Science from Bansal Institute of Science and Technology R.G.P.V and a BCA degree in Computer Science from Dr. Jagannath Misra College. He also holds a High School Education Board (HSEB) degree in Biology, General from R.N. College, Hajipur, and a Matric degree in