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Salman Shujat
Open to opportunitiesSenior Consultant Incident Manager
Incident Manager at Mashreq Global managing critical banking technology incidents across hybrid cloud environments.
PakistanSenior Consultant Incident Manager at Systems Limited
Experience
Senior Consultant Incident Manager
Primary point of contact for major incidents, coordinating infrastructure, application and support teams across multiple geographies. Manage the incident lifecycle for critical banking technology services under ITIL, keeping resolution within agreed SLAs across on-premises, private, public and hybrid cloud environments.
Incident ManagementITILCloud OperationsStakeholder ManagementSLA Management
Customer Excellence Incident Specialist
S&P Global Market Intelligence
Primary technical point of contact for high-severity platform incidents, coordinating infrastructure, application and product engineering teams. Governed incident queues for classification, prioritisation and resolution, holding 99.5% SLA compliance across critical client data delivery platforms.
Incident ManagementSLA CompliancePlaybooksAI ToolsDocumentation
Senior Associate, Channels Technical Specialist
S&P Global Market Intelligence
Worked with international product and database teams on health checks, deployment validations and platform optimisations. Monitored enterprise data delivery channels and resolved data flow anomalies and connection failures to keep the platform available.
Database ManagementPlatform MonitoringData DeliveryTroubleshooting
Project Manager
Directed 4 concurrent technical infrastructure projects worth $1.2M, covering requirement validation, operational readiness and deployment across global teams. Cleared rollout blockers and project risks by working with engineering and business stakeholders, so projects landed on time.
Project ManagementRisk ManagementStakeholder ManagementDocumentation
Technical Support Specialist
Managed escalation paths for bugs and platform failures, categorising correctly and escalating to Tier-3 engineering and product teams. Wrote customer-facing troubleshooting articles and knowledge-base guides, which brought repeat technical issues down by 18%.
Technical SupportEscalation ManagementKnowledge BaseTroubleshooting
Customer Service Representative
Provided customer service support, handling inquiries and resolving issues.
Graduate Control Systems Engineer
Worked on control systems engineering, including deployment validation and integration testing.
Control SystemsIntegration TestingDeployment Validation
NBN Technician
Handled technical documentation and deployment validation for telecom projects.
TelecommunicationsTechnical DocumentationDeployment Validation
Education
University of Wollongong
Master of Engineering in Computer Engineering with specialization in Systems Engineering and Advanced Network Architectures.
GIK Institute
Bachelor of Science in Computer Engineering with specialization in Applied Statistics and Technical Communication.
Scaled Agile, Inc.
Certified SAFe Scrum Master.
Scaled Agile, Inc.
Certified SAFe 6 Agile Product Manager.
Scaled Agile, Inc.
Certified SAFe AI-Empowered Product Owner / Product Manager.