Jun 2026 – Present · 0 mo

• I lead a team of 15 professionals responsible for delivering operational excellence across 14 global client engagements. My role focuses on ensuring the stability, performance, and continuous improvement of enterprise observability and monitoring platforms while driving high-quality service delivery and customer satisfaction.
• I oversee the administration, maintenance, and optimization of Splunk environments, including platform upgrades, patch management, capacity planning, performance monitoring, and data onboarding. I ensure the platform remains secure, scalable, and aligned with business and compliance requirements. My responsibilities also include troubleshooting complex technical issues, conducting root cause analysis, and implementing proactive measures to enhance system reliability and availability.
• In addition to Splunk administration, I collaborate with cross-functional teams to deliver observability solutions, improve operational processes, and support digital transformation initiatives. I leverage data analytics to identify trends, generate actionable insights, and drive informed decision-making for both operational and business stakeholders.

Jan 2023 – May 2026 · 3 yrs 4 mos

• I currently lead a team of 15 professionals, overseeing operations and service delivery across 14 global clients. My role focuses on ensuring operational excellence, maintaining platform stability, and driving continuous improvement initiatives while fostering a collaborative and high-performing team environment.
• Key responsibilities include managing and optimizing the Splunk platform through regular upgrades, patch installations, and system maintenance to ensure reliability and performance. I continuously monitor platform health, capacity, and resource utilization to support evolving business requirements and maintain service availability. I also configure and onboard new data sources, enabling the collection and analysis of diverse data formats to enhance visibility and decision-making.
• In addition, I maintain detailed documentation of system configurations, operational procedures, and change activities to support governance and knowledge management. I perform troubleshooting and root cause analysis to resolve technical issues efficiently, minimizing service disruptions and improving system resilience. Through data analysis, I identify trends, patterns, and actionable insights that help drive operational and business improvements.
• My responsibilities also include providing user support, conducting security and compliance reviews, and proactively addressing risks such as data breaches, licensing concerns, and platform vulnerabilities. As a people leader, I mentor and develop team members by providing guidance, constructive feedback, and growth opportunities, fostering continuous learning, technical excellence, and professional development across the team.

Dec 2020 – Dec 2022 · 2 yrs

• Responsible for managing and supporting incidents at L2/L3 levels, ensuring timely resolution and effectively communicating all known issues and solutions to stakeholders. Also involved in proactive analysis and preventive measures.
• Develop, implement, and maintain processes for documenting daily support activities, creating checklists, maintaining a work dashboard, and communicating timelines and issues.
• Proficient in presenting and communicating key findings to peers, management, and stakeholders, fostering positive and productive relationships.
• Utilize a structured approach to lead change management activities, including assessing change impact, devising change management strategies, and preparing risk mitigation tactics. Provide leadership in 24/7 service operations and ensure compliance with KPIs. Continuously improve IT cloud operations performance through metrics, key performance indicators, and service level agreements.
• Collaborate with the Operation Manager to ensure overall service stability and sustainability.
• Install, configure, and maintain the BMC Control-M tool for clients, managing Distributed Systems with a workload of over 100,000 processes per day.
• Schedule jobs on cloud platforms such as AWS.
• Specialize in Control-M Enterprise Manager versions 9.0 for job administration and scheduling. Plan and design workload automation solutions for new and existing customers based on their specific requirements. Utilize various Control-M agent plugins and handle tasks like SAP/AFT module installation, profile management, parameter customization, Control-M Server/Agent monitoring, and troubleshooting.
• Configure SMTP in Control-M to enable automated email notifications from jobs.
• Implement load balancing using Node groups and set up shout destination tables.
• Troubleshoot communication issues across different components.

May 2016 – Nov 2020 · 4 yrs 6 mos

• Responsible for handling BAU activities like Incident Management, Change Management, Problem Management.
• Consistently developed effective, trust-based relationships with clients/engagement partners and co-workers.
• Various use of Control-M agent plugins. SAP/AFT module installation, profile management, parameter customization, Control-M Server/Agent monitoring and troubleshooting issues as required.
• SMTP Configuration in Control-M to send emails from the job automatically.
• Implementing load balancing (Node groups), setting up shout destination tables.
• Troubleshooting communication across various components.
• Opening trouble tickets and co-ordination with the vendor (BMC).