Oct 2012 – Jul 2022 · 9 yrs 9 mos · Noida, Uttar Pradesh, India

• Managed SRE function for Analytics Cloud and Marketing Cloud.
• Developed the dynamic scaling solution based on incoming traffic to manage system scale up and down, optimizing the cost and increasing team efficiency
• Managed the high traffic events for media giant NBC during Olympics and Super Bowl.
• Initiated and evangelized the idea of auto-remediation of alerts in the SRE and engineering teams
• Led the Event Driven Automation (EDA) charter for the whole business unit. This was a solution which started as auto-remediation solution but was later helping in several feature workflows for teams.
• Managed the big events for large customers (Apple, Walmart, Flipkart etc.) during their high-volume sale periods.
• Conceptualized and developed automated solution for scaling data center infrastructure in view of demand spikes and projections
• Used machine learning (back propagating artificial neural network) to develop a solution to forecast the demand during Thanksgiving, Black Friday and Cyber Monday sale periods
• Improved processes by bringing in the DevOps methodologies, implementing unified backlogs, unified on-call queues, service level indicators (SLIs) and service level thresholds (SLTs)
• Improved trackability through implementing auto logging of change management requests and auto-launching of CSOs (Critical System Outages) for real calculations of availability numbers
• Regularly provided consultancy to engineering teams on how to build solutions having availability of 3 nines to 4 nines to 5 nines
• Responsible for managing the customer experience for Japan and APAC customers. Regularly interfaced with customer care leaders sitting in those geographies.
• Experience of interviewing and hiring hundreds of candidates with varied experience in multiple discipline

Feb 2011 – Oct 2016 · 5 yrs 8 mos · Noida, Uttar Pradesh, India

• Quality engineering for multiple products and customer support team for an enterprise product.
• Manager Quality Engineering [Connect, Campaign]
• As a second level manager, managing the quality engineering for Adobe Connect. It provides the meeting, webinar and learning capabilities to its customers.
• As a second level manager, managing quality for Adobe Campaign - an industry leader in cross-channel campaign management
• Manager Customer Support [Adobe Connect]
• In the second level managerial role, helping the team focus on right areas in the customer support.
• Helped the team building a new tier-1 support organization in-house. This was earlier a vendor provided service with poorer customer satisfaction (CSAT) scores and poor response metrices. Helped drive the decision to move the tier1 support in-house in Adobe with the help of vendor provided human resources. Helped build the initial team by conducting intensive interview rounds and ensuring the intake quality. This team has improved all the metrics and come out as winner of accolades by management, customers and partners alike.

Oct 2004 – Jan 2011 · 6 yrs 3 mos · Noida, Uttar Pradesh, India

• LiveCycle Quality Manager
• Managed a number of different LiveCycle services during this period
• Started with Form Manager followed by LiveCycle Forms, LiveCycle Output, Connectors for document management systems such as IBM Filenet and Documentum, LiveCycle Content Services, Output Central etc
• In this duration, interfaced with people in different roles - product managers, support engineers, sales professionals, production operations teams
• Helped improve performance of products by very deep analysis and usage of variety of tools (both open source and proprietary)
• System Test Lab
• Started a brand new initiative of setting up 'System Test Lab' which would test all the different services for cross cutting quality issues like Clustering, Upgrade, Performance, Backup and Restore, SDK testing, Security & Vulnerability testing, IPv6 compatibility testing, Reader and Flash Player compatibility testing, Platform coverage, Installation and configuration testing.
• System Test Lab (STL) was a major initiative and major contributor to multiple successful releases.
• STL automated a huge amount of testing and would run approx 50K automated tests on 15 platform combinations every night to bring out the golden builds
• Installer Development
• LiveCycle installer and configuration manager development
• Managed the installer development for the main releases, patches and OEMs
• Release Engineering
• Setup the release engineering team in India.
• Handled the release engineering for whole of LiveCycle suite of products, their regular releases, hotfixes and service pack releases.
• Applied several innovative ideas both on the automation front and process front to ease the pains associated with release engineering. Helped it develop into a well oiled smooth running machine with much lesser resources.
• Introduced Maven, nexus and related technologies and setup a Nexus repository for the whole organization.

Jun 2001 – Sep 2004 · 3 yrs 3 mos · Noida, Uttar Pradesh, India

• Participated in software testing of Adobe Reader product on hand-held devices like Palm, Pocket PC and Symbian devices
• Contributed in testing of Acrobat release 6.0.
• Details: Adobe had an online pdf creation service called 'CreatePDFOnline'. With customer approval, all the files coming to this portal were diverted to a battery of servers running Acrobat 6.0. Converted PDFs were tested for quality. I took care of the quality check of these pdf files and logged several issues pertaining to the quality. I automated the ingestion task of customer files and test files to the system.
• Played a key role in the first release of Acrobat Element Server. I was one of the two QEs on the project and the only person working from my geography. Worked well with all the remote colleagues and had major contributions to the release. A lot of appreciation came my way from the management for my contributions to this release.
• Started working on the LiveCycle PDF Generator project as the initial member before getting promoted to manager. This was the Java based release of the same product 'Acrobat Elements Server'.

Jan 2000 – Mar 2001 · 1 yr 2 mos · Greater Delhi Area

• Handled Pre-sales, Post-sales, Business development roles for Newgen flagship product 'Newgen Omnidocs'
• Performed the role of Technical expert for the product for the sales teams and helped them making product presentations to prospective customers
• Visited several customers in UK, Mauritius, and different parts of India to help them in technical issues
• Conducted intense discussions with prospective customers on the features required and helped set the direction of the product by providing the feedback to development teams

Jan 1998 – Jan 2000 · 2 yrs · Greater Delhi Area

• Participated in the development of a new product 'Newgen Omnidocs' right from the beginning.
• Developed modules handling the registry settings
• Handled the quality team of 3 members
• Worked as a link between development and management, development and sales/marketing teams.