Apr 2025 – Present · 1 yr 2 mos

Apr 2022 – Mar 2025 · 2 yrs 11 mos

Apr 2020 – Sep 2021 · 1 yr 5 mos

• Serving as Lead for 5 team members, managing their assigned projects and tasks and coaching them through technically complex problems.
• Responsible for upholding SLAs during product outages, drafting RCA documents and conducting retrospectives.
• Representing the support operations in stakeholder meetings within the Technology department.
• Overseeing redesign of client feeds to resolve existing tech-debts.
• Acting as Project Manager for internal development projects assigned to my direct reports.
• Working on redesign for the UI of our internal application using React.js.
• Worked on implementing a middleware search solution (ElasticSearch) for a heavily used component of our internal toolbox website.

Apr 2018 – Mar 2020 · 1 yr 11 mos

• Acted as SME/POC for several applications falling under the Hospitality Cloud umbrella in Cvent, along with NoSQL technologies like ElasticSearch and Couchbase.
• Oversaw handovers for products to my team from a support standpoint, from fresh Cvent acquisitions.
• Acted as 2nd level escalation point within the team.
• Attended application demos and retrospective to represent the clients' interests from a technical standpoint.
• Wrote ad-hoc reports in SQL for the Clients/Sales and Marketing teams for data that was not possible to be retrieved from the application.
• Wrote New Relic Synthetic browsers for proactive monitoring of the key functional areas in the product.
• Performed proactive monitoring using Splunk for application logs and Datadog for health checks on Java services, along with creating dashboards in both for a coherent view of application health metrics.
• Developed a standalone client feed on .NET/SQL Server stack for seamless integration of venue profile images between Cvent and Ice Portal CDN.
• Wrote code in Node.js and Angular.js for an internal Cvent application to address pain points of Infrastructure, Developers and Client facing teams.

Feb 2016 – Mar 2018 · 2 yrs 1 mo

• Troubleshot product issues escalated by clients, consultants and project managers by looking into logs, audit tables, configuration files and product code.
• Primary resource for handling issues related to incoming and outgoing client integrations, which involved working with REST/SOAP API endpoints, along with XMLs thrown in the mix.
• Analysed and troubleshot DB performance/connectivity/deadlock issues, working with stored procedures, user defined functions, views, indexes.
• Troubleshot issues encountered while deploying the application on QA and Production environments.
• Liaised with Client Consultants, Product Managers and Developers for quick resolution of bugs and client questions, along with devising workarounds when the issue lifecycle doesn't allow for a quick resolution.
• Wrote several VBA and GreaseMonkey scripts to automate mundane tasks for the team.