• Managing a team of L2 and L1 Cloud IT infrastructure and applications helping organizations create protocols to run efficient operations. Coached agents on service and adherence to work instructions.• Administered AWS services infrastructure such as S3, EC2, Route53, ECS and Application Load Balancers• Worked with DevOps tools and supervised integration with the cloud• Successfully handled and supervised major incidents and changes driving them to closure within SLA. Driven incident management of highly critical events that have the potential for major financial or reputation impacts• Worked closely with support vendors on the identification and implementation of operational improvements and fixes• Managed a team, including scheduling work assignments, approving, scheduling time off from work, and ensuring that all job functions were covered and the team worked effectively.• Developing dashboards and reports to monitor the performance of teams and individuals. Implemented an internal wiki for troubleshooting documentation, improving resolution time by 30% for recurring issues