• Scaled, managed, and built a high velocity, high-impact team (SRE)• Provided team leadership to teams responsible for infrastructure support, scaling its capacity to meet the demands, optimize performance/cost, and overall compliance.• Created, Implement, Managed Incident/Problem and Post-Mortem Process • Responsible for running real-time customer affecting issues, along with running the Post-Mortem process.• Created process, related documentation, tracking mechanism, training, and documentation for Incident Management, Problem Management, and Post-Mortem Process.• Report and present findings (KPI, SLA, SLO) on various timed cadences across all levels of the organization.• Created, Manage, and grow the Postmortem/Problem Management Process.• Create process, related to Postmortem documentation and tracking mechanisms of CAPA (Corrective and Preventative Action) Program• Created process, related documentation, tracking mechanism, training, and documentation for Incident Management Process.• Implemented a global escalation/on-call rotation of Incident Managers• Create process, related to Postmortem documentation and tracking mechanisms of CAPA (Corrective and Preventative Action) Program.• Delivered an end-to-end total service support strategy for cloud enabled products and services and implemented that strategy through standard product and support processes.• Directed teams around operational process, tooling, and visibility.• Collaborated with business leaders' budget, headcount, and capital expenditures.• Managed complex technical projects using Agile/scrum methodologies.• Coordinated and implemented continuous process improvements to facilitate a consistent, positive internal customer technology support experience through process simplification and automation.• Driving continuous process improvements to facilitate a consistent and positive internal customer technology support experience through process simplification and automation.

• Responsible for implementing Incident, Change and Problem Management process.• Partner with cross functional teams and business units to identify, complete root cause analysis, assess impact and resolve incidents. Owner of incident management communications, tracking and escalation, as well as problem management.• Direst rapid response if incident triage, resolution or escalation adhering to Incident, Change and Problem best practices.• Provide strategic leadership on the development of operational delivery of best practices and procedures, implement processes, SLAs, metrics and reports for support organizations.• Provide support to technical to technical staff, vendors and end users, identify research and resolve technical issues, track and monitor problems and escalations to ensure timely resolutions, monitor response times and efficiencies and resolve complex problemsHelp Desk Manager• Manage the development and implementation of standard, processes, and systems required to deliver high quality and consistent support• Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions and foster strong client relationships.

• Responsible for proactive monitoring and customer centric accountability of application and product availability through statistical performance reporting and metrics achieving 99.9% compliance within SLA requirements.• Implemented team career advancement opportunities through continuous learning and development training initiatives and performance value rewards.• Establish team milestones and service delivery objectives in alignment of business goals and availability.• Direct rapid response of incident triage, resolution or escalation adhering to Incident, Change and Problem Management best practices.• Ensure continual process improvement of the NOC to include: automation of NOC activities, reporting, implementation of monitoring activities and administration.• Provide support to technical staff, vendors, and end users; identify, research and resolve technical issues; track and monitor problems and escalations to ensure timely resolutions; monitor response times and efficiencies and resolve complex problems.• Managing a medium to large scale Linux/UNIX production environment that provides a SaaS solution.• Responsible for all NOC processes and procedures along with developing and implementing best practice guidelines for the NOC. Incident/Problem/SLA Management

• Managed the Global Service Operation Center, one of Thomson Reuters main operations center for the company’s worldwide operations, providing external and internal customer support. • Managed 24 x7 mission critical day-to-day operations of a Global Network Operations Center consisting of 12. Have managed as many as 18 direct reports in various US locations along with 10 indirect reports internationally• Effectively managed and supported local and remote data center environments consisting on 7000+ network devices and 12000+ servers, coordinating installation, maintenance , security and production implementation through Change and Release Management• Monitoring, Incident/Problem/SLA Management of an global hosting and network infrastructure across multiple strategically located data centers supporting production, enterprise applications and products, managing the infrastructure • Provided direct rapid response for incident triage, resolution or escalation adhering to ITSM best Incident Management practices. • Identified deliverables with various internal /external clients and implement monitoring and support requirements to deliver high quality Service Level and Operational Level Agreements. Supporting over 100 applications with operation up time at 99.9%.• Assisted with the implementation and training of off shore employee for the operations center. • Participated in the roll-out of new ticket system (HP Service Center) with training users on the system along with Incident and Problem Management• Established team milestones and service delivery objectives in alignment of business goals and availability.• Implemented team career advancement opportunities through continuous learning and development of training initiatives and performance value rewards.• Identified areas of challenge within the team by developing relevant metrics and reporting to leverage opportunities and synergies within the organization to improve tactical performance and efficiencies