May 2018 – Mar 2024 · 5 yrs 10 mos

• Define Service Readiness Strategy for DataLake, CX/PX Cloud.
• Define Proactive Health monitoring strategy for Continuous Service Improvement.
• Setting standards/governance of monitoring stack, alerting and Operations Enablement.
• Evolve and Mature monitoring stack and Operations
• POC for Reactive Critical Escalations
• Oversee Service Management and Operations
• Customer Support enablement through support plans and training
• KPI/KEI Analysis/Reporting & Alerting
• Availability and Performance metrics cadence
• Define mechanisms for Intelligent Alerting based on filtration and correlation.
• Define Anomaly Detection strategy and metrics
• Drive long term fix solutions across multiple stake holders.
• Cohort Analysis
• Contribute to Automated Remediation ( in POC now).
• Aggregate CX Cloud customers and PX Cloud partners and datalake feedbacks from multiple forums like GTAC cases, portal feedback, day-0 experience and technology requirements.
• Articulate the needs of the user through the lens of the Customer Xperience platform.
• Raise the voice of the customer in well-defined JIRA EPICs and Initiatives.
• Feature Prioritisation and sprint planning for Automation and Saas-Infra teams.
• Liaising with peer teams in Product Management, Operations, and UX Design to build the world’s best customer experience for our customers, partners, and delivery engineers. Primary technical conduit directing cross-functional global teams within Cisco.
• Actively participate in daily stand-ups, reviews, planning and estimation meetings of serverless data pipelines, data offerings, data stores and data modeling.
• Oversee architecture, design and implementation of end-to-end observability for data-lake with solid understanding of data processing, manipulation, analysis, categorization for SaaS Ops.
• Designed and led implementation of IT Service Management processes and IT Operations Management using ServiceNow.

Feb 2015 – Apr 2018 · 3 yrs 2 mos

• Built Production Support/SaaS Ops/Cloud Ops function from the ground ‘zero’
• Led the global 24X7 multi-vendor application/infrastructure support teams running centralized / follow-the-sun models
• Liaising with various Dev/Customer Support & Release Teams for Application Support/Cloud Infrastructure Operation
• Administering Support Tickets Management and supporting the applications over 1000 users; ensuring SLA met for all tickets & no backlog beyond 10% tolerance
• Ensuring no downtime for critical and strategic platform applications; engaged in managing problem tickets, conducting root cause analysis for incidents and implementing remediation following release management.
• Accountable for End to End Event/Incident & Problem Management for all the CXEngg SaaS Ops
• Migrated applications from Cisco Private Cloud data center to Public AWS Cloud by upgrading the application to the cloud compatible version. This enabled application easy to use, Flexible, Cost-Effective, reliable and scalable with high-performance.
• Establishing working relations with peers & vendors for successful support and smooth transitin.
• Working on internal & external procedures for clients; interfacing with Tech Team on more complex application issues
• Developing an application support team that provided IT support services to global customers based in the Americas, EMEA & APAC regions
• Monitoring, troubleshooting and resolving requests within the Service Level Agreement parameters; implementing change requests (enhancements & defect corrections) and ensuring that coding standards are adhered to at all times
• Designed and led implementation of E2E Monitoring using Nagios, AppDynamics
• Playing a vital role as an Onsite Resource Manager for all the contractors (Wipro,CapGemini,Collebra & Allegis) and ensuring successful knowledge transition without any impact to the applications, during their numerous resource replacement

Mar 2013 – Jan 2015 · 1 yr 10 mos

• Primary point-of-contact to provide application support to Cisco’s customers for several applications.
• High technical knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments.
• Engages with internal teams to prioritize customer requests.
• Participated in the new product releases to ensure information and training requirements are met to start supporting the new release.
• Managed schedule of cases, determines including priority level and negotiating and setting expectations with the customers
• Assessed the need to engage or escalate to the required resources to handle complex issues/ situations
• Working as a Tier 2/3 Application Support Engineer and need to ensure that the
• Application is up and running without any Escalations or complexities
• Coordination of critical Production Tickets/Issues are equally distributing across the
• Team
• Streamlining Tier 2 Support Related Processes
• Handling the Support Team’s Shift schedule and maintaining the Team of Six Members.
• Onshore - Offshore Coordination by frequent initiation of Conference calls
• Addressing Remedy Tickets and perform quick fix.
• Statements and Reports Generation/Release to respective portals and FTPing files to
• share location
• Pre/Post Release Support and Coordination of Server/Other Env Related Maintenance Activities.

Apr 2012 – Feb 2013 · 10 mos

• Maintained and streamlined build and release pipeline from code compilation to deploying releases to multiple environments.
• Maintained source control branches and performing integrations with merge conflicts.
• Facilitated and championed the quick resolution of problems found during the daily build and deployment efforts.
• Investigated tools and processes and integrating them so that they can improve the reliability, stability and efficiency.
• Worked closely with the development team to integrate new deployment processes and strategies to meet our feature requirements.

Feb 2010 – Mar 2012 · 2 yrs 1 mo · Bangalore

• Client : Cisco Systems (India) Pvt Ltd.
• Vendor Company: AAA Digital-X Solutions Private Ltd.
• Role: Release Engineer
• Maintained and streamlined build and release pipeline from code compilation to deploying releases to multiple environments.
• Maintained source control branches and performing integrations with merge conflicts.
• Facilitated and championed the quick resolution of problems found during the daily build and deployment efforts.
• Investigated tools and processes and integrating them so that they can improve the reliability, stability and efficiency.
• Worked closely with the development team to integrate new deployment processes and strategies to meet our feature requirements.

Jan 2005 – Nov 2009 · 4 yrs 10 mos · India