Ali Rafique

Support Manager - Key Accounts

Available NowFull-timeRemote

About

Support Manager with approximately a decade of enterprise software experience, currently managing key accounts at Nakisa including Fortune 500 clients such as Walmart, Nestle, BP, and ExxonMobil. Transitioned from Software Quality Assurance Engineer (2015) to Senior Software Support Analyst (2019) and built a high-performing support team delivering exceptional customer satisfaction and operational excellence.

Skills

Nakisa Lease Management & HR SolutionsSAP integrationsClient Relationship ManagementTeam Development and MentoringTroubleshooting and Problem SolvingJira AdministrationJira Service Management (JSM)Support Metrics and KPI ReportingIncident ManagementLog AnalysisJavaApache TomcatSQLREST APIsPostmanWindows ServerSingle Sign-On (SSO)SAML configurationsManual TestingAutomated TestingTest Case DevelopmentRoot Cause AnalysisCI/CD pipelinesJenkinsGitLabRegression TestingSecurity Testing

Experience

Support Manager - Key Accounts
Nakisa Solutions
2020 - Present
Software Support L2 - Team Lead
Nakisa Solutions
2019 - 2020
Senior Software Support Analyst
Nakisa Solutions
2019 - 2020
Software Quality Assurance Engineer
Nakisa Solutions
2015 - 2019
Software Quality Assurance Engineer
TopDot
2015 - 2015

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