IT Specialist

Mohamed is an experienced technical support and incident management engineer with over three years of experience in B2B support environments. His expertise lies in monitoring, troubleshooting, and escalation handling for internal business-critical applications. He has hands-on experience with Grafana and Kibana for monitoring and log analysis, Jira, Zendesk, and Freshdesk as ticketing and CRM systems, and strong familiarity with SQL-based data validation and issue analysis. Mohamed has also supported internal stakeholders and B2B merchants, focusing on ensuring minimal downtime, efficient incident resolution, and improved process documentation. His role includes investigation, classification, and escalation of issues, as well as acting as a liaison between development and product teams to facilitate effective communication and fast resolution cycles.

Bachelor — Thebes Academy

Management Information Systems

Application Support Engineer L2 — Dec 2024 – Present

• Managed and resolved technical incidents within SLA timeframes, maintaining clear communication with end-users on ticket progress and resolution.

• Diagnosed and troubleshot issues across internal platforms, software tools, and inventory systems, escalating when necessary after applying standard solutions.

• Used JIRA to escalate and track incidents, ensuring accurate classification and routing after performing initial investigations.

• Collaborated with Engineering teams to handle P0/P1 critical issues, contributing to faster resolution and service continuity.

• Analyzed logs and metrics using Grafana to identify performance trends and support proactive troubleshooting.

• Partnered with cross-functional teams including Development, Product, Data, and DevOps to improve system reliability and user experience.

Application Support Engineer L1 | Jumia Group — Jan 2023 – Dec 2024

• Provided technical support for internal business-critical applications, ensuring minimal downtime and consistent performance.

•  Investigated and escalated tickets via JIRA, conducting thorough pre-investigations, classifying issues accurately, and routing them to the appropriate teams.

•  Acted as a key liaison between Development and Product teams to facilitate effective communication and swift issue resolution. 

• Improved documentation for both functional and technical processes, enhancing internal knowledge-sharing and onboarding efficiency. 

• Conducted data analysis using Kibana to identify system anomalies, monitor performance, and support issue diagnostics. 

• Executed SQL queries to extract, analyze, and validate data for internal reporting and issue analysis. Supported identity and access management through integrations with Okta, including troubleshooting and configuration adjustments

Merchant Support Specialist | Paymob — Jan 2021 – Dec 2022

• Delivered first-line technical support for merchants using POS systems and online payment gateways, ensuring quick issue resolution and service continuity. 

• Diagnosed and resolved technical issues, escalating complex cases to the technical team when necessary. Provided exceptional customer service by actively listening, problem-solving, and identifying upselling opportunities for additional services. 

• Reported and documented bugs effectively, following up with internal technical teams to ensure timely resolution. Processed customer requests including forms, applications, and order-related inquiries with high accuracy and efficiency. 

• Handled daily operational issues related to POS terminals and online payment platforms, ensuring smooth transaction processing for clients