s
salmanshujat

Salman S

@salmanshujat

Incident Manager, Support Processes, Zapier and n8n, PTE Coach

Pakistan
Engels, Urdu, Punjabi
Sommige informatie wordt in het Engels weergegeven.
Over mij
I'm the calm person in the room when systems break. For 7 years I've worked in incident management and technical support, today at S&P Global and before that at Motive, keeping 99.5% SLA compliance on critical platforms. I help teams with: • Incident runbooks, SOPs and postmortems • Help-center articles and support processes • Zapier and n8n automations with AI I also coach PTE Academic. I scored a perfect 90 in Speaking and Listening, twice. Clear communication, honest scope, on-time delivery.... Lees meer

Skills

s
salmanshujat
Salman S
offline • 

Bekijk mijn diensten

Technische teksten
I will write incident response runbooks, sops and postmortem reports
VanafUS$ 25 / projectMeer informatie
Technische teksten
I will write help center articles and support sops for your help desk
VanafUS$ 20 / projectMeer informatie

Werkervaring

S&P_Global

S&P Global

3 yrs 8 mos

Incident Manager

May 2025 - Present • 1 yr 5 mos

• Collaborate with enterprise clients, product teams, and engineering stakeholders to analyze business requirements and support implementation of data delivery platforms. • Translate client operational needs into technical configurations, workflows, and system integration requirements across enterprise environments. • Investigate platform incidents and operational issues by analyzing data flows, system logs, and platform integrations, supporting root cause analysis and resolution. • Work closely with engineering teams to clarify requirements, validate solutions, and ensure accurate implementation across data delivery platforms. • Support Agile development workflows, contributing insights during planning discussions and ensuring operational requirements are clearly communicated.

Technical Support

Dec 2022 - Mar 2025 • 2 yrs 3 mos

• Develop technical documentation, operational playbooks, and knowledge assets to improve platform understanding and support operational teams. • Analyze platform usage and system behavior to identify process improvements and automation opportunities. • Support adoption of AI-assisted tools and automation workflows to improve documentation efficiency and operational analysis. • Assist in analyzing data platform architectures, APIs, and integration workflows supporting enterprise client implementations.