Work Preference
Summary
Work History
Education
Timeline
Additional Information
Accomplishments
HIGHLIGHTS & IMPACT
Certifications & Professional Development
Generic
Open To Work

SHAWN WILSON RODRIGUES

Functional Application Manager
Hoofddorp

Work Preference

Job Search Status

Open to work

Desired Job Title

Application Support SpecialistApplication Support AnalystApplication Support EngineerApplication Specialist

Work Type

Full TimePart TimeContract WorkConsulting

Location Preference

On-SiteHybridRemote
Location: Hoofddorp, NHAmsterdam, NH
Open to relocation: No

Summary

Functional Application Manager with 14+ years of experience owning enterprise-grade digital applications in complex, high-volume environments. Combines a strong Java and microservices engineering background with hands-on expertise in DevOps tooling, observability platforms, and ITSM practices. Proven track record of bridging business stakeholders and technical teams, resolving complex incidents, driving application stability, and sustaining 100% customer satisfaction. Brings technical depth, cross-functional leadership, and a continuous improvement mindset to every engagement.

Work History

Functional Application Manager

FedEx (via Infosys Limited)
2022 - 2025
  • Delivered high-quality client support for digital applications, resolving inquiries and technical issues while ensuring a seamless user experience across multiple channels.
  • Translated complex technical concepts into clear, empathetic, and user-friendly guidance for non-technical clients.
  • Troubleshot application issues related to user access, data accuracy, system functionality, and integrations, escalating complex issues to development teams when required.
  • Managed multiple support requests simultaneously in a fast-paced environment while consistently meeting service-level expectations.
  • Maintained accurate and up-to-date support tickets, client records, and knowledge articles to ensure continuity and transparency.
  • Collaborated closely with cross-functional teams (product, development, data, and IT) to resolve issues promptly and improve service delivery.
  • Identified recurring client challenges and proactively suggested improvements to workflows, documentation, and support processes.
  • Supported onboarding, training, and adoption of new digital tools by guiding users on best practices.
  • Actively participated in Incident, Problem, Change, and Knowledge Management processes to ensure system stability and uptime.
  • Monitored application performance and investigated incidents using tools such as Grafana, Kibana, and Adobe Analytics.
  • Maintained a strong customer-focused mindset aligned with mission-driven and humanitarian values, contributing to a 100% customer satisfaction rate.

Backend Engineer

TNT Express Worldwide (via Infosys Limited)
2016 - 2022
  • Designed and implemented robust microservices, improving scalability and maintainability.
  • Ensured seamless integration of Java-based applications with databases, APIs, and other systems.
  • Migrated legacy JMS-based systems to modern service architecture, removing redundant layers.
  • Developed RESTful APIs to integrate backend services, improving data flow and user experience.
  • Followed Agile (Kanban) to ensure transparency, productivity, and on-time delivery.
  • Created comprehensive JUnit test suites for high-quality releases.
  • Delivered clean, maintainable code under aggressive timelines.

Backend Engineer

TNT Express Worldwide (via Infosys Limited)
2015 - 2016
  • Built and enhanced microservices using Spring JMS, ensuring scalable architecture.
  • Developed REST APIs for seamless integration and improved user experience.
  • Followed Scrum to achieve iterative and predictable delivery.
  • Ensured robust functionality by developing and executing JUnit test cases.

Backend Engineer

Allstate (via Infosys Limited)
2015 - 2015
  • Coordinated with stakeholders for requirements gathering and solution delivery.
  • Acted as onsite coordinator for offshore teams, ensuring alignment and productivity.
  • Enhanced existing applications using Struts, JSF, and Core Java.
  • Supported build management and effort estimation for ongoing projects.

Backend Engineer

Allstate (via Infosys Limited)
2010 - 2014
  • Developed new features for enterprise applications using Struts, JSF, and Core Java.
  • Delivered consistent on-time releases through clean, reliable, and high-quality code.
  • Mentored junior developers and contributed to knowledge-sharing initiatives.
  • Assisted in build management and effort estimation.

Education

Bachelor - Electronics And Communications Engineering

P. A. College of Engineering
Mangalore, India
2009

Timeline

Functional Application Manager

FedEx (via Infosys Limited)
2022 - 2025

Backend Engineer

TNT Express Worldwide (via Infosys Limited)
2016 - 2022

Backend Engineer

TNT Express Worldwide (via Infosys Limited)
2015 - 2016

Backend Engineer

Allstate (via Infosys Limited)
2015 - 2015

Backend Engineer

Allstate (via Infosys Limited)
2010 - 2014

Bachelor - Electronics And Communications Engineering

P. A. College of Engineering

Additional Information

Application & Platform Support: Incident & problem management, root cause analysis, SLA adherence, ITSM (ServiceNow, JIRA), knowledge management, observability (Grafana, Kibana, Splunk, Prometheus)

Engineering & Development: Core Java, Spring Boot, Spring JMS, RESTful APIs, microservices architecture, JUnit, Maven, Jenkins, GitHub Actions

Cloud & Infrastructure: Docker, Kubernetes, Azure, AWS, IBM WebSphere, IBM MQ

Data & Analytics: Oracle SQL, PostgreSQL, Adobe Analytics

Methodologies: Agile (Scrum, Kanban), DevOps, ITIL/ITSM

Accomplishments

  • RISE Award as Business Ninja by Infosys.
  • CARE Award by FedEx-TNT CIT support team for seamless customer support.
  • STAR performer appreciation by FedEx-TNT CIT support team for support and guidance to CT/CIT.
  • Appreciated by Client VPs, MDs, Cross-functional Team managers for best Project executions and
    support.
  • Appreciated for good analytical skills, handling Technical Problems and satisfactory customer support.

HIGHLIGHTS & IMPACT

  • Achieved 100% customer satisfaction by resolving issues proactively and efficiently.
  • Successfully migrated multiple legacy applications to modern microservice architecture, improving scalability.
  • Reduced recurring incidents through proactive monitoring, root cause analysis, and preventive fixes.
  • Improved system performance, stability, and uptime through continuous optimization.
  • Provided technical leadership, onboarding and mentoring team members to accelerate productivity.

Certifications & Professional Development

Atlassian IT Service Management (ITSM) Professional Certificate  

Java Foundations Professional Certificate by JetBrains  

Career Essentials in Generative AI by Microsoft and LinkedIn  

Atlassian Agile Project Management Professional Certificate 

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SHAWN WILSON RODRIGUESFunctional Application Manager