Apr 2025 – Feb 2026 · 10 mos

• Technical Lead – Support | Shift & Team Management | Splunk Apps & Add-ons | 24×7 Global Operations
• Currently serving as a Technical Lead and Shift Lead, I manage a 24×7 rotational support model for Splunk apps and add-ons, ensuring operational excellence and a seamless customer experience. I lead a diverse team of 15+ engineers—ranging from freshers to professionals with 18+ years of industry experience—focusing on mentorship, performance management, and team growth.
• 🌐 Core Responsibilities & Impact:
• Lead shift operations with accountability for service request delivery, maintaining high CSAT and customer retention through proactive support
• Drive customer experience and delight by prioritizing issue resolution, responsiveness, and follow-through
• Regularly attend and contribute to incident calls, scrum meetings, and manage team appraisals and performance development
• Collaborate with global stakeholders, including Splunk & Cisco escalation managers, Rapid Response Teams, SPIE, on-call engineers, and more
• Provide detailed KPI and SLA reporting to director-level stakeholders, with a focus on CSAT, resolution metrics, and service quality
• Act as a liaison across Splunk’s service functions, working with teams in Cloud Operations, Managed Services, On-Demand Consulting, and Premium SOAR & SIEM
• Partner with product managers and developers to improve app functionality, performance, and customer supportability—ensuring better user experience for all Splunkbase apps
• Deliver full lifecycle support for apps on Splunkbase, from triaging bugs to guiding installations, upgrades, and integrations
• Actively contributing to Cisco-Splunk integration by aligning KPIs, SLAs, and operational models post-acquisition
• With a customer-first mindset, operational discipline, and strong stakeholder management, I aim to scale team performance, elevate product quality, and deliver consistently high service across all customer touchpoints.

Aug 2023 – Mar 2025 · 1 yr 7 mos

• Splunk Consultant | Technical Support & Customer Success | Product Quality | SLA-Driven Solutions
• In response to evolving business needs, I transitioned into a technical support-focused consulting role, dedicated to driving customer success and ensuring product quality for Splunk’s apps and add-ons ecosystem. My role emphasizes high-touch engagement, proactive problem-solving, and collaboration with both customers and internal teams to deliver exceptional outcomes.
• 🌟 Key Areas of Impact:
• Served as a trusted advisor for customers, focusing on communication, interpersonal collaboration, and issue resolution
• Delivered tailored support for Splunk apps and add-ons, aligning solutions with customer environments and business goals
• Maintained a strong focus on SLAs, key metrics, and continuous improvement to meet and exceed service expectations
• Worked closely with offshore engineering and support teams, ensuring seamless delivery and knowledge sharing
• Contributed to business reviews and feedback loops to influence product direction and drive long-term customer satisfaction
• Applied strong problem-solving skills to reduce friction points and enable faster time-to-resolution
• My goal is to ensure every Splunk customer not only gets technical support but also achieves value realization through a strategic, metrics-driven, and relationship-first approach.

Apr 2023 – Aug 2023 · 4 mos

• Splunk Consultant | Observability Specialist | MELT Framework | Migration & Monitoring Strategy
• As a Observability Consultant, I had the opportunity to work closely with Tesco on a high-impact engagement focused on improving their observability maturity. The project involved the strategic migration from AppDynamics to New Relic, where I provided end-to-end guidance—from planning to execution—ensuring a smooth transition without compromising visibility or performance.
• 🔍 Key Focus Areas:
• Designed and implemented a tailored Observability Maturity Model to align Tesco’s goals with best-in-class practices
• Led the monitoring strategy using the MELT framework—Metrics, Events, Logs, and Traces—to ensure holistic visibility across systems and applications
• Defined and tracked key KPIs to drive performance optimization and proactive incident detection
• Enabled Tesco to achieve a more unified and scalable observability posture, enhancing both operational efficiency and customer experience
• By combining deep technical insight with business context, I help organizations move beyond basic monitoring into a mature observability ecosystem—turning data into action and reliability into strategy.

Apr 2023 – Aug 2023 · 4 mos

• Splunk Architect | On-Demand Consulting | Customer-Centric Solutions | Managed Services Expert
• Transitioning from a core Site Reliability role, I evolved into a Splunk Architect to focus on managed services and on-demand consulting, directly helping customers unlock the full potential of their Splunk environments. Leveraging the Splunk On-Demand Consulting Catalogue, I provide tailored architectural guidance, solution design, and strategic recommendations aligned with specific business goals.
• 💼 Core Highlights:
• Provide expert consulting for a wide range of use cases—performance optimization, scaling strategies, onboarding workflows, security integrations, and more
• Work closely with customers to understand their unique requirements and translate them into scalable and efficient Splunk architectures
• Enable smoother adoption of Splunk Cloud and Enterprise through deep technical guidance and hands-on design sessions
• Act as a bridge between business needs and technical implementation, ensuring each solution aligns with best practices and long-term stability
• Continuously collaborate with internal teams and stakeholders to evolve offerings within the Splunk On-Demand Consulting Catalogue
• With experience across operations, reliability, and now strategic consulting, I bring a 360-degree perspective to Splunk environments—focused on building robust, high-performing, and value-driven solutions for global clients.

Apr 2022 – Mar 2023 · 11 mos

• 🚨 Senior Site Reliability Engineer | Fleet-Wide Cloud Operations | Leadership in Incident Management & Version Upgrades
• As a Senior SRE, I’ve been at the forefront of high-priority incident response, technical leadership, and fleet-wide reliability improvements for Splunk Cloud customers across global regions. With end-to-end ownership of large-scale upgrade sprints, I’ve helped shape a more stable, performant, and future-ready Splunk experience.
• 🔧 Key Contributions & Highlights:
• Led on-call response for P0/P1 incidents, ensuring swift mitigation, RCA, and communication under pressure
• Mentored and guided fellow SREs, reviewing and validating their work to ensure alignment with SLOs and operational excellence
• Owned account-specific projects requiring high customization and stakeholder collaboration
• Spearheaded a fleet-wide upgrade sprint, upgrading Splunk Cloud instances across customers from multiple versions—enhancing stability, features, and security
• Built and optimized runbooks (RBs) for new and evolving tasks, ensuring streamlined operations for the broader SRE team
• Conducted beta testing for new Splunk Cloud releases, apps, and features—providing critical feedback before global rollouts
• Executed small fleet sprints to patch and maintain apps/add-ons deployed across hundreds of customer environments
• Actively participated in stakeholder meetings, ensuring clear updates and alignment for fleet sprint deliveries
• Provided 24×7 global support, ensuring constant reliability across APAC, EMEA, and AMER time zones
• With a strong bias for action, a deep understanding of cloud-native architecture, and a collaborative approach to incident response and release engineering, I bring both stability and innovation to complex production environments.

May 2019 – Mar 2022 · 2 yrs 10 mos

• 🌐 Site Reliability Engineer | Splunk Cloud Migrations | High-Scale Architecture | 24/7 Global Support
• As a Site Reliability Engineer, I have been deeply involved in onboarding and migrating Splunk customers from on-premise to cloud, with a strong focus on building high availability (HA) and disaster recovery (DR)-ready architectures. My role centered around delivering reliability at scale, supporting customers ingesting from 500 MB/day to 20+ TB/day of data.
• Core Responsibilities & Achievements:
• Ensured reliability through consistent tracking of SLA, SLO, and SLI, and worked continuously on reducing MTTR (Mean Time to Recovery)
• Handled a wide range of customer incidents across priority levels P0 to P4, ensuring timely communication, resolution, and follow-up
• Operated in a 24x7 rotational model, providing global support across APAC, EMEA, and AMER regions
• Created and maintained runbooks, Confluence documentation, and led Root Cause Analysis (RCA) for major incidents
• Contributed to infrastructure setup, including architecture planning, app installation, upgrades, and decommissioning
• Integrated customer logs into tailored visualizations and dashboards to support business-critical monitoring and insights
• Migrated legacy environments to scalable architectures, ensuring they are HA/DR-compliant
• Maintained strict quality control during maintenance windows, minimizing risks and maximizing uptime
• Handled sensitive attorney-client privileged incidents with the highest degree of confidentiality and precision

Dec 2018 – Apr 2019 · 4 mos

• 🔧 DevOps & Cloud Enthusiast | Splunk Onboarding Experience | Intern with Hands-on Exposure to Modern Tech Stack ☁️
• During my internship, I worked closely on a powerful blend of DevOps and cloud technologies including Splunk, Puppet, Jenkins, Linux, AWS Cloud, Jira, Nagios, GitLab, and Git. This hands-on experience helped me develop a strong foundation in cloud infrastructure and deployment automation.
• I was actively involved in understanding Splunk’s customer onboarding journey, both for those new to the platform and for enterprises migrating from on-premise to cloud. I contributed to designing and deploying customer environments, adapting tech stacks to specific client needs, and ensuring smooth transitions using best practices across the DevOps lifecycle.
• This experience not only sharpened my technical skills but also gave me real-world insight into how leading enterprises scale and secure their cloud operations.