May 2023 – Jul 2025 · 2 yrs 2 mos · Vancouver, British Columbia, Canada · Hybrid

• Directed a 24×7 multi-site support function across HQ and warehouse operations (400+ users), aligning staffing models, SLAs/OLAs, and tiered escalations to operational rhythms and peak business windows.
• Designed Jira workflows, custom fields/screens, SLAs, queues, forms, and Automation for Jira rules (triage, routing, notifications), cutting backlog and time to first response.
• Standardized support playbooks and SLAs across site which reduced Time to First Response and MTTR by ~50% while improving SLA attainment and Customer Satisfaction.
• Built KPI dashboards (incident aging, velocity, FTTR/MTTR) that powered weekly ops reviews with Leadership and drove coaching.
• Consolidated tooling/licensing with Procurement, eliminating redundancies and delivering ~$200K in annualized OPEX savings without service regression.
• Instituted change advisory cadence and post incident RCA deadlines which reduced repeat incidents and protected peak production windows.
• Migrated enterprise telephony to RingCentral to harden continuity and simplify support while lowering TCO.
• Industrialized endpoint lifecycle by using gold images, 3-ring patching, and 36-month refresh thus lifting critical-patch compliance to 95% in 7 days and shrinking unsupported devices by >70%.
• Implemented asset/inventory controls for hardware, software, licenses, warranties, and disposal logs.

Jun 2022 – Apr 2023 · 10 mos · On-site

• Managed a geographically distributed team of 32 network engineers supporting 3 large-scale data
• centers and 800+ branches across Australia and New Zealand.
• Led 24/7 Network operations ensuring high availability, security, and reliability of network services.
• Developed and enforced IT governance policies, ensuring compliance with security and regulatory
• standards.
• Successfully reduced network vulnerabilities by 90% through proactive risk mitigation and security
• strategies.
• Managed IT budgets, vendor relationships, and contract negotiations for network services and
• infrastructure.

Dec 2018 – Jun 2022 · 3 yrs 6 mos · New Delhi, Delhi, India · On-site

• Led a team managing operational support systems for mission-critical applications and enterprise IT
• services.
• Developed and implemented ITIL-based service management processes to enhance operational
• efficiency.
• Oversaw system integrations, performance tuning, and automation initiatives to improve service
• reliability.
• Conducted root cause analysis (RCA) and formulated corrective actions to minimize recurring issues.

Oct 2015 – Dec 2018 · 3 yrs 2 mos · Gurgaon, Haryana, India · On-site

• Managed IT service delivery, ensuring adherence to SLAs and high user satisfaction.
• Led a team in troubleshooting and maintaining network and system infrastructure.
• Designed and implemented VMware-based virtualization solutions to enhance IT agility and
• performance.

Jul 2014 – Oct 2015 · 1 yr 3 mos

• Worked as a Tier 2 Engineer for Bank of America Data Network Operations Team.
• Managed the Global Bank of America Network
• Lead for 25 engineers.
• Responsible for the team communication and handovers between various shifts.
• Worked as an interface between the IMs and the team to communicate.
• Handled escalations from Tier 1 and 2 engineers.
• Working on Cisco Switches 3560, 6500, Nexus 2k, 5k, 7k; routers like 1921, 2811, 3845, 7600
• Worked on technologies like STP, FHRP, VSS, VPC.
• Working on various routing protocols like EIGRP, OSPF, BGP

Sep 2012 – Jul 2014 · 1 yr 10 mos

• Working on Cisco Routers, Switches, Firewalls
• Configuration, troubleshooting and maintenance of various Cisco switches like Catalyst 6500, 4900M, 4948, 4500, 3750, 2960, 3560, ME switches, Nexus 7000, 5000, 2000 and others and Cisco routers like 7600,7200,3845,2811,1841 and 881
• Remotely managing and configuring all the client network equipment such as Cisco router/switches and also other non Cisco vendor devices.
• Implementing, configuring and troubleshooting technologies like VSS, VPC, FEX
• To troubleshoot layer 2 and layer 3 issues at the client end.
• Configuring and troubleshooting end to end QoS on various switching platforms.
• Assisting clients troubleshoot High CPU, memory and latency issues in the network
• Helping clients to configure the initial setup that includes VTP and VLAN creation, changes in STP, vty sessions and password related issues.
• Troubleshooting and monitoring various logs, errors, drops on catalyst switches and routers.
• Helping in creation and management of stackable switches like 2960 and 3750.
• Assisting clients in monitoring their network using SPAN and RSPAN.
• Troubleshooting using ELAM and Netdr Captures
• Troubleshooting severity 1 critical issues that involve STP loops and network failure.
• Configuring and working on various protocols like RIP, EIGRP, OSPF.

Jun 2011 – Jul 2012 · 1 yr 1 mo · Bengaluru, Karnataka, India