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salmanshujat

Salman S

@salmanshujat

Incident Manager, Support Processes, Zapier and n8n, PTE Coach

Pakistan
English, Urdu, Punjabi
About me
I'm the calm person in the room when systems break. For 7 years I've worked in incident management and technical support, today at S&P Global and before that at Motive, keeping 99.5% SLA compliance on critical platforms. I help teams with: • Incident runbooks, SOPs and postmortems • Help-center articles and support processes • Zapier and n8n automations with AI I also coach PTE Academic. I scored a perfect 90 in Speaking and Listening, twice. Clear communication, honest scope, on-time delivery.... Read more

Skills

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salmanshujat
Salman S
Offline • 

See my services

Technical Writing
I will write incident response runbooks, sops and postmortem reports
From$25 / projectMore details
Technical Writing
I will write help center articles and support sops for your help desk
From$20 / projectMore details

Work experience

S&P_Global

S&P Global

3 yrs 8 mos

Incident Manager

May 2025 - Present • 1 yr 5 mos

• Collaborate with enterprise clients, product teams, and engineering stakeholders to analyze business requirements and support implementation of data delivery platforms. • Translate client operational needs into technical configurations, workflows, and system integration requirements across enterprise environments. • Investigate platform incidents and operational issues by analyzing data flows, system logs, and platform integrations, supporting root cause analysis and resolution. • Work closely with engineering teams to clarify requirements, validate solutions, and ensure accurate implementation across data delivery platforms. • Support Agile development workflows, contributing insights during planning discussions and ensuring operational requirements are clearly communicated.

Technical Support

Dec 2022 - Mar 2025 • 2 yrs 3 mos

• Develop technical documentation, operational playbooks, and knowledge assets to improve platform understanding and support operational teams. • Analyze platform usage and system behavior to identify process improvements and automation opportunities. • Support adoption of AI-assisted tools and automation workflows to improve documentation efficiency and operational analysis. • Assist in analyzing data platform architectures, APIs, and integration workflows supporting enterprise client implementations.