Mohammed Mujahid
Sydney,NSW
Summary
Accomplished AIR Support Engineer with over 14 years of experience in enterprise incident response, multi-regional network infrastructure, and AWS cloud solutions. Aiming to utilize expertise in cloud architecture, incident management, and cross-functional collaboration in a Solutions Architect role to provide scalable and innovative cloud solutions.
Overview
15
15
years of professional experience
1
1
Certification
Work History
AIR Support Engineer
Amazon Support Services
Sydney
06.2025 - Current
- Implemented and managed enterprise-wide incident response systems for critical network infrastructure, minimizing service disruption through effective troubleshooting.
- Administered complex multi-regional network architectures, resolving cross-system dependencies with advanced expertise in network management.
- Maintained automated systems and monitoring frameworks to detect and address network anomalies and traffic pattern variations.
- Provided technical expertise in incident management by analyzing metrics and coordinating cross-functional teams for strategic solutions.
- Conducted root cause analysis of network incidents, creating detailed documentation and implementing preventive measures for enhanced reliability.
- Utilized AWS tools for regional monitoring and service health tracking.
- Employed specialized AIR tools, including AIR HAWK, and monitoring dashboards.
- Integrated ticketing systems (SIM/TT) with event management platforms to enhance response efficiency.
- Developed monitoring tool for detecting anomalies in ticket patterns and facilitating identification of issues with AWS services for proactive alarming.
- Orchestrated drills for team focused on strengthening incident response capabilities.
Cloud Support Engineer II
Amazon Web Services (AISPL)
Bengaluru, India
10.2019 - 05.2025
- Delivered technical assistance for over 25 AWS services through various communication channels.
- Sound knowledge and skills in core AWS services like EC2, R53, S3, VPC, Directory Services, Workspaces, SSM, and FSx.
- Led efforts to deploy cloud and web virtualization technologies for project success.
- Subject Matter Expert in AWS WorkSpaces Service.
- Provided technical and architectural guidance to multiple customers on migration from on-premise VDIs to AWS Cloud.
- As a Technical Field Community member, I assisted customers with specification requirements and guided them on their journey of cloud adoption.
- Helped customers in migrating their on-premise EC2 instances to the AWS cloud using CloudEndure.
- Guided various customers through initializing AWS services for proof-of-concept initiatives.
- Assisted enterprise customers with escalations and deep-dive troubleshooting on the issue for effective troubleshooting and quick resolution.
- Facilitated resolution of network bottlenecks within cloud infrastructure.
- Provided deep-dive troubleshooting and assistance to customers on operational excellence.
- Worked on a service campaign to help AWS customers with a proactive review of key AWS services in their accounts.
- Assisted enterprise customers in the evaluation of service usage and helped in cost reduction by providing architectural recommendations on AWS Cloud.
- As a Support-Ops Engineer, I worked closely with the support team and service teams to identify issues with services and escalate them accordingly.
- Collaborated with engineering and development teams to resolve issues, bugs, and improve AWS service offerings.
- Conducted reviews for low-rated cases and helped the team improve the quality of case work.
- Performed a dive and save for low-rated cases to change the overall customer experience and recover low-rated cases.
- Certified Public Speaker for AWS, and Global Expert Trainer accredited.
- Delivered multiple L3 sessions, New Hire training (NHT), and Case Handling Best Practices (CHBP) sessions across multiple sites. Delivered over 50 trainings internally.
- Conducted training sessions with customers (Genpact, Fortive Corporation, Halliburton, Toyota) for end-to-end management of AWS WorkSpaces cloud infrastructure.
- Mentored multiple engineers for SME accreditation, new hire onboarding, and support-ops onboarding.
- Authored multiple internal and public-facing articles, documentation, and knowledge articles.
Technology Specialist
Wells Fargo
Bengaluru, India
08.2015 - 09.2019
- Executed high-level administration for both Windows Servers and Azure Cloud environments
- Leading a team of 15 members and managing task assignment.
- Providing various solutions based on customer requirements and issues.
- Supporting and managing Public cloud infrastructure and transforming POC for the client.
- Deploying Azure 'VNETS', subnets and managing Public Cloud Network infrastructure.
- Deploying and managing Azure 'NMs' and configuration of 'VM Scale' sets
- Automation of resource deployment using ARM Templates
- Managing and maintaining complete infrastructure of around 800 Windows servers.
- Performed patching and firmware management of servers to ensure server compliance and security.
- Performing Storage upgrades using Veritas Cluster for MS SQL clusters.
- Deployment and support of MS Clustering and High Availability.
- Performed automation of patching and maintenance using Powershell scripts.
- Provided technical support to internal clients on high sev issues.
- Performed windows server upgrades and migrations.
Infrastructure Management Specialist
Xerox Business Services IT
Bengaluru, India
02.2014 - 08.2015
- Responsible for providing IT support to the client managing server related issues including OS and hardware
- Providing incident management support to the client working on incident tickets raised by the end user
- Ensuring Zero SLA misses on the incidents
- Monitoring server performance related issues relating to CPU, Memory, disk space
- Resolving Backup related issues including installation of TSQ client and configuration
- Taking 'Snapshot' of servers prior to major changes on 'Q servers
- Performing 'Migrations' and 'Decommission' of 'Q servers to ensure executive resource utilization and server performance
- Providing monitoring support on various client applications and resolving issues related to them
- Ensuring the application data transfer between source and destination servers is successful
- Coordinating with application teams and end user to ensure smooth functioning of the client applications
- Scheduling, Monitoring, Backup and Restoration of data on QS Windows machines
- Restoration of files and folders through Symantec NetBackup (client of Symantec Backup Exec, TSQ client of NT Backup, QHSecureBackup and Avamar
Senior Operations Systems Specialist
IBM India Pvt Ltd
Bengaluru, India
11.2010 - 02.2014
- Providing Support for multiple clients of various GEOs
- Clients Supported: qBE (Account Lead), Carthone Warehouse, DIAGEO, O2, Boots
- Server Builds: Installing various OS on both physical and virtual environments as required
- DHCP Scope creation
- Configuring Group Policies for Users and Computers
- Installing various server roles like AD, DNS and DHCP along with configurations
- Tools Installation: Various tools installation for monitoring and Backup purposes
- Firmware Upgrade and Server Patching
- Perform Data Migration and Server Migrations
- Configuring Raid on servers during Build
- Performing Physical to Virtual conversion of servers
- Performing Service Activation of all newly Built servers
- This includes answering a checklist involving a series of questions related to server patching, UID labeling, Antivirus updating etc
- Performing Service Deactivation / Server Decommissioning; this is related to removal of all the services and applications installed on the server and disk wiping
Skills
- Amazon Build Tools (Pipelines, CDK, Git, Brazil)
- Incident response and operational excellence
- Cloud platforms: AWS (EC2, S3, RDS, IAM, VPC, CloudFormation, WorkSpaces, Directory Service, AS2), Azure
- Operating systems: Windows Server, Linux (basic knowledge), Ubuntu (basic knowledge)
- Virtualization technology: VMware and Hyper-V
- Scripting and automation: PowerShell, AWS CLI
- Networking: VPC, VPN, subnets, security groups, route tables, DNS
- Database management: RDS (SQL Server and MySQL)
- Monitoring and logging: CloudWatch, CloudTrail
Certification
- AWS Solution Architect Associate
- Microsoft Azure infrastructure and deployment (AZ-100)
- Windows Server 2008, Server Administrator (70-646)
Education
2006-2010
- Rajiv Gandhi Institute of Technology |Bengaluru, Bachelor of Engineering: Electronics and Communication Engineering, graduated with first class in the stream of Electronics and Communication Engineering
2004-2006
- St. Joseph's Pre-University College|Physics, chemistry, math, and biology
Projects
- Air Hawk anomaly detection tool - built an anomaly detection mechanism that identifies anomalous patterns in ticket counts and triggers an anomaly ticket to the Air team to detect issues with AWS services proactively
- WorkSpace Academy Lead - As SME mentor headed the SMEbatch for 8 engineers (4 from BLR and 4 from SYD) . Out of 8 engineers , 7 engineers completed SME accreditation for WorkSpaces.Handled multiple customer engagement activity for drivingthe POC on EUC offerings with the specreq tickets.
- First Responder for Workspaces Thin Client service.
- Project Synergy: Delivered Customer experience improvement program.
- CSAT review project to ensure the operational excellence forthe service.
- Customer Engagement for Sigmatic Asia Technologies Inc.
- Created Playbook and Wiki for better handling on support cases.
- Worked with service team for multiple features/bugs.
- Migration Project for customer- Sagility health to drive the EUC offerings and helping in POC to achieve their use case.
- Support-ops mentoring for cross profiles.
- POC for Soft Skills Global Workshop for Windows profile.
- PSPO mentoring for new hires and train them on AWSservices.
- Delivered over 20+ trainings in 2024 for NHT, L3 and CHBP sessions.
Timeline
AIR Support Engineer
Amazon Support Services
06.2025 - Current
Cloud Support Engineer II
Amazon Web Services (AISPL)
10.2019 - 05.2025
Technology Specialist
Wells Fargo
08.2015 - 09.2019
Infrastructure Management Specialist
Xerox Business Services IT
02.2014 - 08.2015
Senior Operations Systems Specialist
IBM India Pvt Ltd
11.2010 - 02.2014