Naseej

• Support, operate, and troubleshoot applications in production (live) environments • Monitor application and system performance to ensure high availability and reliability • Analyze logs and proactively identify and resolve issues • Automate operational tasks using Shell/Bash scripting • Collaborate with development and infrastructure teams to resolve incidents and improve system performance • Implement and maintain monitoring, logging, and alerting solutions • Support CI/CD pipelines and test automation practices • Deploy, manage, and optimize containerized applications • Implement and maintain Infrastructure as Code (IaC) solutions

• Support the daily operation and administration of the e-learning system (LMS). • Provide first and second-level support to users, including learners, trainers, and administrators. • Resolve functional and technical issues in coordination with IT teams and system vendors. • Monitor system performance, availability, and ensure stable service delivery. • Support system updates, releases, and configuration changes. • Assist in gathering business requirements and translating them into system enhancements. • Support incident management, change requests, and service requests related to the LMS. • Coordinate with technical teams for system integrations (APIs, SSO, HR systems, etc.). • Support course setup, user enrollment, learning content uploads, and platform configuration.

• Lead and oversee daily helpdesk operations, including ticket management, workload distribution, and team coordination to ensure uninterrupted support. • Serve as the primary escalation point for complex and high-priority incidents, ensuring timely resolution in line with SLAs. • Monitor and manage helpdesk performance metrics, including SLA adherence, resolution times, and service quality, driving continuous improvement. • Build and maintain strong client relationships, acting as the main point of contact and handling escalations and onboarding of new customers. • Train, mentor, and support helpdesk team members while maintaining knowledge base documentation and promoting knowledge sharing.

• Design, develop, and maintain Java-based applications using Spring Boot & Spring Security. • Work with relational databases (e.g., MySQL, PostgreSQL, Oracle) and optimize queries. • (Preferred) Experience with Camunda BPM for workflow automation. • Develop and integrate RESTful APIs and microservices. • Knowledge of JavaScript frameworks (React) for front-end integration. • Implement best practices for code quality, testing (JUnit, Mockito), and CI/CD pipelines. • Troubleshoot, debug, and optimize application performance. • Collaborate with DevOps teams for deployment and monitoring. • Participate in Agile/Scrum processes (sprints, stand-ups, retrospectives).

• Responsible for re-implementing and optimizing Banner 9 (XE) systems by enabling unused functionality and enhancing business processes across Registration, Academic Records, and Student Accounts. • Diagnose and resolve high-impact, cross-functional, and production-critical issues to ensure uninterrupted campus operations. • Act as a bridge between technical IT teams and non-technical university stakeholders, translating business needs into clear functional specifications. • Lead customer-facing workshops, define testing objectives, and manage customizations across all project phases, from discovery through deployment.

• Analyze system requirements in line with organizational needs • Document requirements as user stories and business requirement documents (BRD) • Document technical requirements in SRS • Understand and analyze requirements accurately to serve organizational objectives

• Accountable to sales targets and sales pipeline development, and increasing SaaS subscriber base. • Prospecting to acquire new clients (via outbound engagement, calls, emails, etc.) • Conduct online meetings, demos, etc. • Qualify leads and identify customer needs and interests • Present and demonstrate products or services to prospective customers • Prepare and send sales proposals • Ability to track RFPs and comply • Follow up on sent proposals • Negotiate terms and close sales deals • Maintain and update CRM system • Track sales activities and metrics • Collaborate with the marketing team on sales strategies • Provide accurate product or service information • Answer customer questions • Resolve customer complaints and issues • Report daily, weekly, and monthly sales metrics • Conduct virtual meetings • Attend sales training sessions • Stay informed about product knowledge and market trends • Monitor competitor activities • Cultivate and maintain long-term customer relationships • Coordinate with other departments for customer satisfaction and order fulfillment

• Ensuring the quality of software products by identifying defects, conducting tests, and validating that the software functions as expected. • Maintaining high software quality standards and providing reliable solutions that meet user and business requirements. • Has strong analytical and problem-solving skills, an understanding of software testing methodologies. • Designing, developing, and executing test plans, test cases, and automated scripts to ensure software quality. • Performing functional, regression, performance, and security testing to identify bugs or defects. • Identifying, documenting, and tracking software defects, ensuring clear communication of issues and their resolutions. • Using test automation tools and frameworks to increase the efficiency of the testing process. • Supporting user acceptance testing (UAT) and assisting clients with product validation. • Perform detailed testing across multiple environments to identify defects and ensure software is reliable and functional. • Document test results and provide feedback to development teams to ensure issues are fixed before release. • Assist in troubleshooting production issues and replicating customer-reported defects in testing environments. • Ensure that products meet security standards and comply with industry regulations. • Monitor application performance and run performance tests to ensure scalability under different load testing.

• Work through the full design process: from research and ideation to wireframing, prototyping, and final design. • Use Design Thinking methodologies to craft user-focused solutions. • Conduct UX research, including user interviews and usability testing. • Create wireframes and prototypes that communicate design ideas and can be tested for validation. • Collaborate closely with product managers, developers, and other designers to bring concepts to life. • Translate research findings into user flows, information architecture, and interface designs that meet business and user needs. • Iterate on designs based on feedback and user insights, always improving. • Keep an eye on design trends but focus on practical, user-centered solutions.