Jan 2022 – Jul 2024 · 2 yrs 6 mos · Pune, Maharashtra, India

• Working closely with the global leaders to drive strategic transformation across the organization to successfully support Red Hat customer's in their Hybrid Cloud journey. • Building a customer Focused Experience Engineering team and driving customer-centric approach while collaborating with various
• OpenShift component teams.
• Steering team to deliver 24x7 support for OpenShift (Security) and Red Hat Advanced Cluster Security for Kubernetes (Earlier known as Stackrox), and IBM Cloud Pak for enterprise customers over the globe.
• Manage Customer Escalations on Openshift (PaaS)+RHACS+IBM Cloud Pak, communicating & collaborating with multiple internal & external stakeholders while building credibility through timely action and responsiveness and establish position as Customer Success Advocate.
• Partner with Multiple engineering teams around the world to build a team with deep technical knowledge of the core parts of Red Hat
• Product Portfolio.

Feb 2020 – Dec 2021 · 1 yr 10 mos · Pune, Maharashtra, India

• Leading Technical Production Support team covering Red Hat's hybrid cloud infrastructure portfolio of offerings for Openshift Platform.
• Ensuring Compliance with Incident Management and Escalation Protocols, Collaborating Directly with Engineering and Product Teams to Evaluate Scope and Prioritize Bugs, Defects, and Enhancements
• Liaising with internal teams including Development, Product Management, Quality Assurance, and Services on trending customer issues as required and ensuring external communications are accurate and clear. Drive Business value initiatives, Compliance and customer satisfaction of the engagement.
• Manage distributed teams developing tools and operators to provision clusters, perform upgrades, develop automated recovery scenarios, and manage incidents.
• Partner with Solution Architects, Partners, TAMs, Consultants to understand the complex customer used cases and while working on strategic planning work on opportunities of creating and improving Knowledge Base
• Collaborate with Talent Acquisition teams on building talent pipeline and hiring right candidates and tracking the induction of new joiners; tracking training compliance for everyone and partner with Learning & Development team for fabrication of learning contents as per evolving dimensions of Business Needs

Sep 2015 – Jan 2020 · 4 yrs 4 mos · Chandigarh, Chandigarh, India · On-site

• Design and implement scalable infrastructure as per changing requirements. Participate in deep architectural discussions with strategic customers to ensure solutions are designed for successful deployment in the cloud
• Optimize system procedures and platform provisioning tools by working with OEM. Responsible for DC/DR Infra {Server, Storage, Administration and Monitoring}
• Plan, Direct and Manage daily operations of Cloud. Engaged with client stakeholders to establish State Data Centre policies and procedures.
• Responsible for the customer facing production environment i.e. monitoring performance,
• security, reliability, availability and scalability of the infrastructure release/deployment, capacity, latency and other non-functional concerns, including SLA reporting.
• Work with Software teams of various end users to ensure availability of Government Portals 24x7 {assist them with Industry best practices for Web Servers, Database & application servers}
• Work with CERT-In, in case of cyber security threats or Incidents @ State Data Center (SDC), for end to end closure. Plan capacity, retention, and frequency for entire infrastructure backup and disaster recovery.

Oct 2006 – Sep 2015 · 8 yrs 11 mos · Hyderabad, Telangana, India · On-site

• Responsible for Analyzing & troubleshooting issues for products from Electronics and Accessories {CSMB LOB}. Coordinated with different support groups (Vendors, L3s, Product Development Team) for Escalations/Tickets closure as per SLAs. Enterprise SPOC for representation on cross site forums and meetings.

Aug 2001 – Sep 2006 · 5 yrs 1 mo · Punjab · On-site

• Take up Total Quality Management (TQM) as an active tool in order to improve efficiencies, reduce downtime for overall health of the machines.Lead/ Mentor Quality improvement initiatives across different departments in production site
• Liaison with external agencies for improving knowledge base on new quality concepts. Self-lead high impact projects with implementation spanning across several departments. Own resource selection, training and certification process.