Hi, I'm

Shaik Zainul Abiddin

Technical Team Lead

Incident Management and Technical Support Team Lead with 4+ years of experience in Linux server administration, MySQL database management, and ITIL-based incident management.

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Shaik Zainul Abiddin

About Me

Shaik Zainul Abiddin Professional Photo

I'm a seasoned Incident Management and Technical Support Team Lead with over 4 years of experience in Linux server administration, MySQL database management, and web hosting operations. I specialize in ITIL-based incident management, SLA compliance, escalations, root cause analysis, and customer satisfaction improvement.

Throughout my career at Glowtouch Technologies, I've successfully reduced resolution time by 20% and achieved a 30% improvement in server efficiency through strategic hosting platform optimization. My approach combines technical expertise with strong leadership skills to mentor teams and collaborate across Engineering, Product, and DevOps departments.

I'm passionate about developing talent, implementing preventive workflows, and driving continuous improvement in service delivery. Recognized twice as Mentoring Champion of the Month in 2023 & 2024.

4+
Years Experience
300+
Databases Optimized
20%
Reduced Resolution Time
30%
Server Efficiency Gain

Work Experience

Team Lead

Glowtouch Technologies, Mysore
January 2023 – Present
  • Lead and mentor technical support engineers supporting global hosting customers
  • Handle major incidents and escalations involving Linux servers, MySQL, DNS, SSL, and migrations
  • Monitor SLAs, KPIs, AHT, and CSAT; implement data-driven improvements to service delivery
  • Develop SOPs and preventive workflows to reduce recurring incidents
  • Collaborate with Engineering, Product, QA, and DevOps teams to stabilize services
  • Tools used: ServiceNow, JIRA, Salesforce, Pega, Genesys
  • Recognized as Mentoring Champion of the Month (2023 & 2024)

Technical Support Engineer

Glowtouch Technologies, Mysore
January 2022 – December 2022
  • Provided Linux hosting support across MySQL, WordPress, DNS, SSL, and cPanel/WHM
  • Performed software installations, configurations, and database migrations
  • Delivered chat/email support with strong SLA adherence and CSAT scores
  • Documented incidents and escalated complex issues to higher tiers
  • Optimized 300+ domains and MySQL databases, boosting server performance and stability

Technical Skills

🎯 Incident & Service Management

Incident Management Major Incidents Escalation Handling SLA Compliance KPI Tracking RCA ITIL CSAT

💻 Systems & Hosting

Linux Administration Windows Server MySQL/SQL Database Migration cPanel/WHM DNS SSL Email Systems

🌐 Web & CMS

WordPress Joomla Laravel PHP CMS Shopify HTML

🔧 Tools & Platforms

ServiceNow JIRA Confluence Salesforce Pega Genesys Zendesk Splunk

🌍 Networking

TCP/IP DHCP FTP SMTP DNS CCNA

👥 Leadership & Automation

Team Leadership Coaching Performance Mgmt SOP Development Bash Python PowerShell

Key Achievements

⚡
20%
Reduction in Resolution Time
🚀
30%
Server Efficiency Improvement
💾
300+
Domains & Databases Optimized
🏆
2x
Mentoring Champion Award

Certifications & Training

📜

Introduction to Cloud Computing

2024

Click to view certificate

🐧

Basic Linux Administration

2024

Click to view certificate

🌐

CCNA 200-301 Network Fundamentals

2024

Click to view certificate

☁️

Getting Started with AWS Systems Manager

2024

Click to view certificate

📊

Innovating with Data and Google Cloud

2024

Click to view certificate

🤖

Introduction to Generative AI Studio

2024

Click to view certificate

Education

🎓

Bachelor of Computer Applications (BCA)

St. Philomena's College, Mysore University
Graduated: September 2021 | CGPA: 8.06

Completed comprehensive studies in computer science fundamentals, programming, database management, and software development. Built a strong foundation in IT concepts and practical skills that support my career in technical support and team leadership.

✈️

Diploma in Travel, Tourism and Hospitality Management

Professional Diploma Program
2020 - 2021

Acquired knowledge in travel industry operations, hospitality management, and customer service excellence. This program enhanced my communication and client management skills, which complement my technical support expertise.

📚

Pre-University Course (12th Grade)

Sadvidya Semi-Residential PU College

Completed higher secondary education with focus on science stream, building analytical and problem-solving skills essential for technical career development.

🏫

SSLC (10th Grade)

Presentation Public School

Completed secondary education with strong foundation in mathematics, science, and computer fundamentals, setting the stage for higher education in technology.

Get In Touch

Let's Work Together

I'm always interested in hearing about new opportunities and challenges. Feel free to reach out!

📧 Email Me 📱 Call Me 💼 LinkedIn
📧 shaik_zain@rocketmail.com
📱 +91 7337855093
📍 Mysore, Karnataka, India