Farheen Taj

AAO -AIRPORT OPERATIONS :

• Deliver round the‑clock (24/7) application support for mission critical systems; ensure high availability and continuity of airline/airport operations.
• Monitor internal application systems and configure alerting for critical thresholds/issues to proactively address failures before they impact operations.
• Act as worldwide support escalation for EK (Emirates) users and stakeholders until processes are fully restored and normal business flow resumes.
• Coordinate with cross functional and high-stake areas: AOCC, DLCC, Terminals1/2/3/Engineering dept Allocators, Load Controllers, Flight Schedulers, DN/EK System support, Airport agents, Supervisors (Worldwide) etc., to resolve live technical/data quality issues and prevent flight delays.
• Manage relationships with vendors (SITA, INFORMATICA,ACCELYA,AMADEUS VISIONBOX,EMARTECH ,IATA,TATA SIM ,FLYDUBAI etc.), ensuring Business Continuity Plans (BCP) or workarounds are in place when vendor supported services fail.
• Oversee downstream application integration and data flows (e.g. MARS, MACS, ODS, Skywards, EK.com), performing L2 level resolution to ensure timely, accurate data and service consistency.
• Provide proactive communication to business units about system availability/unavailability, expected impacts, and status during outages.
• Assist in post implementation transition of new applications into steady state support, ensuring smooth handover, documentation, and support readiness.
• Analyse operation impact during planned maintenance or project changes; advise business units on mitigation or rescheduling based on risk.
• Identify recurring incidents conduct root cause analysis (RCA), track follow ups and ensure permanent fixes are implemented.
• Perform quarterly trend analyses of incidents per application; compile reports and drive discussions with application teams to reduce recurrence and improve stability.
• Facilitate shift left processes: empower Level 1 support by creating knowledge base (KB) articles, standard workflows, and data fix protocols using IResolve tool.
• Manage EMD (Electronic Miscellaneous Documents) discrepancies, Handling IT escalation and provide quick resolution for EKAS finance, CASA and business to ensure timely refunds.
• Received appreciation from EKAS business for performance improvements in refund Process for EMD which directly protect revenue and brand value.
• Challenging flight delays posted on IT with required explanation and logs and revert delay from IT in case of valid scenarios.
• Collaborated with outside departments to implement system-wide improvements.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.

• Performing analyses on software application functionality and suggesting improvements.
• Consulting with the software development team, internal users, and clients to improve application performance.
• Analysing the root causes of application errors and escalating serious concerns to the Senior Engineer.
• Keeping a record of configuration changes and scheduling application updates.
• Documenting processes and monitoring application performance metrics.
• Providing front-end support to clients and colleagues in other departments.
• Coordinate with teams and resolve all complex application and system issues.
• Develop, sustain and evaluate delegated business processes and related applications.
• Install and prepare tools required for proper functioning of website front line applications on a regular basis.
• Identify and provide resolutions ranging in complexity from medium to high.

• Maintaining social media pages along with placing paid adds.
• Vendor Management ,Email Marketing.
• Providing support to online application.
• Manage and update student and parents’ credentials respond to escalations or emails from parents.
• Follow up with IT team and resolved the issue and revert back to parents.

• Provide product reports by collecting, analysing and summarizing information.
• Troubleshoot hardware and software permission issues with the performance installation of their software.
• Supported following operating systems: windows 95/98/nt/2000/xp, unix, linux - hardware: installation & configuration (scanners, printers etc).
• Maintain Database and update the database of users or employees.
• Troubleshoot network issues or access issues the employees facing.
• Maintain and troubleshoot intranet servers and database of the organization.
• Provide employee onboarding and off-boarding support and activities including system imaging, account creation/termination, desk area setup, user system setup and new hire orientation.
• Worked as the key contact person for any maintenance or support concerns raised by the employees.
• Maintain documentation of issues and solution on everyday basis.

• Senior Experienced senior system architecture worked in all phases of project from defying business flow, business logic definitions, creating user interface, implementing codes and backend business logics etc.
• Analysed the process requirements. Created significant no. of Data Classes, Contract Work Object Flow and an intuitive display.
• Worked both on Agile and waterfall methodologies.
• Worked on upgrade projects of applications from v 5.5 to v6.2.
• Worked on projects with auto email enhancements for better user experience.
• Well versed in troubleshooting application issues and memory usage issues by including tools such as Tracer, SMA, PAL, DB trace and clipboards.
• Performed unit testing, Integrated testing and assisted UAT.
• Identify the issue provide bug fix, deploying new enhancements in productions according to clients’ requirements.
• Received appreciation from clients while delivering the strategy for new enhancement,system architectu