• Active interaction with clients to understand their needs and find a feasible solution to meet SLA. 💬• Oversee the performance of Service Availability Analysts (SAAs), and excel at collaborating with Service Availability Managers (SAMs) to facilitate timely creation and resolution of incidents. 👥• Ensure continuous communication and coordination with the client in the event of a high-focus incident/ major incident in a proper way. 📞• Assess the impact and urgency of incidents reported via email, calls, Microsoft Teams, or Slack channels to determine correct prioritization and advise Service Availability Managers (SAMs) accordingly. 🚨• Implement proactive measures to minimize downtime and enhance service availability, leveraging innovative tools and strategies. 🛠️• Foster a culture of transparency and accountability within the team, promoting open communication and knowledge sharing. 🌟

• Hands-on experience to monitor systems and trends and prevent the occurrence of incidents, problems, and errors while improving the overall performance with tools such as BigPanda, Splunk, Dynatrace, OneAgent, and APM/BSM. 🛠️• Monitor and analyze the production as well as infrastructure vulnerabilities in the application while handling, managing, and distributing the consumer traffic across all the production/hosting sites using Putty and Akamai Console. 🖥️• Communication of the status of application production outages and error-resolution activities to the application community during an outage as well as ensuring continuous communication and coordination with the client in the event of a major incident; helping the client grow to $14.57B revenue (2023) and $3.780B profit (2023). 📊Skills and Tools: Incident Management · IT Service Management · Cloud Technologies · IT Operations · ServiceNow · Splunk Monitoring · Dynatrace · Bigpanda · Application Performance Monitoring · Putty · Multitasking · Operations Process Improvement · Proactive Monitoring · IT Service Management 🛠️

• Identified, analyzed, and resolved infrastructure vulnerabilities and application deployment issues while collaborating with various teams to maintain cloud infrastructure, saving the client roughly $7.6k every hour. 💰• Monitored systems, network hardware operations, and customer traffic to balance the load on the infrastructure as well as prevent the occurrence of incidents and errors to improve the overall performance of systems and mitigate revenue drops. 📊Skills and Tools: IT Service Management · Cloud Technologies · IT Operations · ServiceNow · Splunk · Dynatrace · Bigpanda · Application Performance Monitoring · Putty · Azure 🛠️