Sep 2021 – Aug 2022 · 11 mos · Melbourne, Victoria, Australia

Dec 2020 – Sep 2021 · 9 mos

• Assist with complex, deep knowledge issues through the Backline Escalation process.
• Promote Frontline COE technical depth and troubleshooting capability through training, mentoring and collaboration.
• Identify support demand trends and invest in case avoidance using validations, knowledge content, and product supportability work.
• Work with Engineering to stay current on new product releases, versions, and assist with knowledge dissemination to our customers (FL and external)
• Contributed to the open source community through the following patches:
• o https://issues.apache.org/jira/browse/YARN-10770
• o https://issues.apache.org/jira/browse/YARN-10705
• o https://issues.apache.org/jira/browse/YARN-10652
• o https://issues.apache.org/jira/browse/YARN-10528

Apr 2020 – Dec 2020 · 8 mos

• First point of contact for troubleshooting highly escalated and Sev1 technical issues – software/hardware/network/security arising from Customer Engineering teams.
• Provide Product improvement feedback to Engineering teams with the aim to improve Support’s experience.
• Assist Backline & Engineering teams with internal escalations by providing inputs aimed to progress or resolve them.
• Help out with technical queries arising from internal teams on slack channels where appropriate.
• Liaise with internal Engineering teams across multiple remote sites to work on design/architectural issues and bugs.
• Review codebase in Java/Scala/Python for better understanding of a technical issue and possible resolution.
• Create Knowledge Base articles for common issues faced by the customers.
• Perform root-cause analysis for a problem and if required coordinate internally to investigate and provide appropriate solutions.
• Contribute to product improvement by raising JIRAs internally or with Apache as appropriate.
• Assist with the interviewing process.
• Mentor new team members.
• Contributed to the open source community through the following patches:
• o https://issues.apache.org/jira/browse/YARN-1806
• o https://issues.apache.org/jira/browse/YARN-10416
• o https://issues.apache.org/jira/browse/YARN-10381
• o https://issues.apache.org/jira/browse/YARN-10207
• o https://issues.apache.org/jira/browse/YARN-5277
• o https://issues.apache.org/jira/browse/YARN-10063
• o https://issues.apache.org/jira/browse/MAPREDUCE-7266
• o https://issues.apache.org/jira/browse/YARN-9996
• o https://issues.apache.org/jira/browse/YARN-10001

Oct 2015 – Apr 2020 · 4 yrs 6 mos

• Troubleshoot technical issues – software/hardware/network/security arising from customer engineering teams.
• Liaise with internal Engineering teams across multiple remote sites to work on design/architectural issues and bugs.
• Review codebase in Java/Scala/Python for better understanding of a technical issue and possible resolution.
• Create Knowledge Base articles for common issues faced by the customers.
• Perform root-cause analysis for a problem and if required coordinate internally to investigate and provide appropriate solutions.
• Contribute to product improvement by raising JIRAs internally or with Apache as appropriate.
• Assist with the interviewing process.
• Mentor new team members.
• Have contributed to the open source community through the following patches:
• o https://issues.apache.org/jira/browse/FLUME-2905
• o https://issues.apache.org/jira/browse/FLUME-2966
• o https://issues.apache.org/jira/browse/HIVE-12787
• Delivered CDSW training in Melbourne - May 2017.
• Ran collaboration sessions with teams from remote sites.
• Subject Matter Expert (SME) in the Customer Service Skills (CSS) area, responsibilities include presenting quarterly topics to the Engineers.
• SME in troubleshooting - CDM (Cloudera Diagnostic Methodology) , responsibilities include helping out on long running cases that may require troubleshooting review to help drive them towards resolution.
• Acknowledged by the Kafka Engineering team through a “Cheers” award for an analysis performed for a Support case that was over and above for my role.
• Designated Support Engineer (DSE) for one of the largest banks in Australia (Sep 2017 - Sep 2018). Role involved working closely with the customer on all the Support cases raised by them, have bi-weekly catch-up calls and respond to queries as a priority.
• Graduated as a YARN SME in August 2019.
• Awarded Support Brand Award for Knowledge Contributions in Aug 2019.
• Awarded Support Brand Award for Product SME for YARN in Feb 2020.

Jan 2015 – Oct 2015 · 9 mos · Melbourne, Australia

• Update Python scripts to parse configuration files that determine the setup of an in-house/site platform.
• Perform network script updates to resolve network issues across multiple nodes on the platform.
• Perform testing of software/hardware interfaces between multiple teams upon a new enhancement or bug fix.
• Update Java code for tools simulating input to Thales ATM components.
• Flush platforms with new/old configurations as per software/V&V request.
• Perform knowledge sharing tasks like updating Wikipages, creating scripts to replace error-prone and tedious manual inspections, new code streams in OpenGrok etc.

Feb 2014 – Dec 2014 · 10 mos · Melbourne, Australia

• Managed delivery of software fixes across the teams during a challenging period with the system having just gone live at Singapore for the LORADS-III project.
• Responsible for delivery of multiple software releases to site (Singapore) under strict deadlines.
• Coordinated with teams across multiple sites including Singapore and Mumbai(India) which involved troubleshooting stuck tasks, delegation of tasks based on technical expertise, collating work status and improving software delivery process.
• Responsible for managing and securing delivery of a troubled key component required by controllers to accept and provide clearances to the aircraft.
• Balanced off technical advice from software with the ever-demanding/challenging management and customer expectations by delving into the core of the issue and brainstorming potential solutions with the Software and Safety teams, Design Authority, Technical Architect and Program Manager on a regular basis.
• Used Agile Scrum Methodology and conducted monthly sprints as the Scrum Master with Product Owner on site.
• Prepared weekly presentations for project stakeholders on the current status of software fixes.
• Created Macros to automate content generation for the weekly presentation meeting as well as updated python scripts for access to data remotely.

May 2013 – Dec 2014 · 1 yr 7 mos · Melbourne, Australia

• Assumed software leadership of the JHMI team just before its first-ever deployment on site (Singapore).
• Started off by managing team of just 2 team members (after departure of significantly experienced JHMI resources) in Melbourne and 2 in Singapore to a size of about 9 people in Melbourne and 1 in Singapore.
• Managed resolution of high profile, high priority requests from site arising from teething issues in a team with depleted experience.
• Fixed, reviewed and delivered quality software fixes under immense deadline pressures through strong teamwork, clear and proper delegation of tasks and efficient collaboration across Singapore and Melbourne sites.
• Coordinated with the JHMI team in Mumbai on a weekly basis to discuss potential delegation and status updates.
• Performed line management activities involving objectives setting and discussions, professional development discussions and performance appraisals for the team.
• Played a key role in root-cause analysis activities involving high-profile stakeholders attending the activity.
• Attended customer meetings aimed at explaining and justifying JHMI software fixes to the review board.
• Interviewed graduates for JHMI positions within the company.

Sep 2011 – Dec 2014 · 3 yrs 3 mos · Melbourne, Australia

• Managed small JHMI (Java HMI) team of up to 3 people.
• Provided technical input on domain, software design and coding practices.
• Provided expertise in key domain areas.
• Ensured processes are followed at all levels of software design, specification, coding and testing.
• Mentored new team members.
• Performed code reviews.
• Created/maintained work plans.
• Provided software estimates.
• Functional group management - Liaised with in-house and remote software teams for life-cycle (preparation, development, integration testing, validation, delivery) of a software functionality.
• Performed Software development using Java, Eclipse, Ant.
• Performed Software configuration management using Subversion.

Apr 2008 – Sep 2011 · 3 yrs 5 mos · Melbourne, Australia

• JHMI Technical Lead of a key software functionality.
• Successful remote-site (Toulouse, France) visit to deliver/guide JHMI software delivery for a critical program milestone (2 months).
• Created/maintained work plans.
• Provided software estimates.
• Managed software delivery from three sites (Melbourne, France, Singapore) for a period of 3 months.
• Performed functional baseline updates by providing system engineering solutions.
• Software development using Java, Eclipse, Ant.
• Software configuration management using Subversion.

Jan 2007 – Mar 2008 · 1 yr 2 mos

• Interfaced with client to identify business-specific IT needs.
• Provided industry-specific (manufacturing) software solution - A small Order-Management system using Java Servlet, Javascript, MySQL, JDBC.

Jan 2004 – Jun 2006 · 2 yrs 5 mos · Melbourne, Australia

• Software development using C language.
• Software configuration management using CVS.

Jul 2002 – Jul 2003 · 1 yr · Parkville, Melbourne

• Taught group of 25 students. Presented material and answered technical queries regarding software development in C, Java, Prolog, networks, UI design and debugging.
• Mentored 3rd year Computer Science students in their projects.
• Marked university assignments and projects.
• Taught accounting to 1st year students.