Jan 2024 – Present · 2 yrs 2 mos

• Spearheaded 24/7 monitoring of customer environments for alerts & events using Site24x7 and ServiceNow, resolving 99% of critical incidents within SLA timelines through rapid triaging, root cause analysis, and workaround implementation.
• Reduced recurring alerts by 40% by identifying patterns, documenting solutions, and collaborating with engineering teams to implement permanent fixes.
• Pioneered Azure/AWS cost anomaly detection processes, mitigating $250K+ in annual overspending by analyzing spend trends, escalating fraud alerts, and partnering with finance teams to optimize resource utilization. Automated monthly cloud cost reports, enhancing stakeholder visibility and enabling data-driven budget decisions.
• Orchestrated backup operations via Metallic and Azure Native Backup, achieving 99.9% job success rates. Authored troubleshooting playbooks that reduced backup failures by 30%. Ensured 100% endpoint compliance with Manage Engine Endpoint Central MSP by validating patching cycles, updating
• configurations, and submitting change requests for system hardening.
• Championed a knowledge-sharing initiative for the new team members that reduced incident resolution time by 20% through curated SOP’s and team training.

Jul 2023 – Dec 2023 · 5 mos

• Worked independently in a fast-paced, energetic, and dynamic global, cross-functional, and team-oriented environment while demonstrating technical know-how, effective communication, and a focus on getting things done. Thriving in a proactive environment as the first line of support for all incoming 100+ Incident & RITM tickets and responding to 20+ inquiry calls from customers by working non-standard hours, including on-call rotation during weekends and holidays, ensuring uninterrupted service and incident resolution.
• Spearheaded end-to-end ticket management processes, including initial assessment, triage, and timely routing to appropriate service lines, ensuring alignment with issue severity and complexity. Ensured strict adherence to Operational Level Agreements (OLAs) and Service Level Agreements (SLAs) across service lines, maintaining accountability for resolution timelines and operational efficiency.
• Monitored ticket progression, identifying and escalating high-priority or sensitive issues to relevant stakeholders for expedited resolution. Facilitated cross functional collaboration by engaging stakeholders at all levels to address escalations, mitigate risks, and drive timely solutions.
• First line troubleshooting responsibilities include managing role assignments via PIM (Privileged Identity Management) for access control, adding/removing users to security groups to enforce permissions and policies, resetting MFA (Multi-Factor Authentication) to resolve user access issues, and onboarding members to the CMP (Customer Management Portal) to streamline resource access.
• Developed comprehensive documentation, including Standard Operating Procedures (SOPs), to standardize workflows and enhance process clarity for operational teams. Led onboarding initiatives for 12+ new hires by designing and delivering tailored training programs, reducing ramp-up time by 25% and accelerating team productivity.