• An effective communicator with strong relationship-building and interpersonal skills.• Results-driven professional with 7 years of experience in Operations, Production (Cloud/On-Premises), and Application Support.• Proven track record of providing L2 product support to UK, US, and Asia-based customers, collaborating with Client Service Teams, and ensuring timely and efficient deliveries.Domain Expertise:• Telecom: Interconnect billing systems, Postpaid Billing (KENAN), and Circle IT Operations.• Lending: Technical Operations Support for Paytm products, including PL, MCA, Postpaid, and Credit Cards.• Finance: Infrastructure and Application Support for Cloud-based No-Code Platform Providers.Technical Skills and Tools:• Strong knowledge of AWS (IAM, EC2, LB, RDS, VPC), Unix, and Oracle SQL databases.• Skilled in creating UNIX scripts, managing dashboards, and generating on-demand reports.• Hands-on experience with ITIL processes: Incident, Change, and Problem Management.• Proficient in DevOps tools like TeamCity, Puppet, and GitHub.• Operational expertise in Kubernetes and Terraform.Key Responsibilities:• Authored detailed Root Cause Analysis (RCA) documentation and delivered on SLA and KPI commitments.• Conducted Database DR Drills to ensure system resiliency and availability.• Led bridge calls to troubleshoot and resolve P1 (SEV1) and P2 (SEV2) incidents.• Supported, monitored, and maintained components of small to medium-scale project modules.Achievements:• Employee of the Month (Wipro, 2018): Recognized twice for significantly improving team SLA and OLA performance by restructuring BAU tasks and enhancing coordination with dependent teams to achieve shared goals.• Workflow and SOP Development (Paytm TechOps): Designed structured workflows and detailed SOPs for the newly established TechOps team, ensuring streamlined operations and improved clarity.• Team Onboarding Leadership: Spearheaded the onboarding of new TechOps team members, conducting comprehensive knowledge transfer (KT) sessions and fostering effective collaboration.• Star Performer (Magic FinServ): Honored for optimizing team SLA and OLA by streamlining BAU tasks and reducing client L3 dependency through the implementation of training instances and configurations.• AWS Alerts and S3 Synchronization: Successfully set up alerts and synchronized AWS S3 across production and non-production servers, receiving commendation from team leads and management for proactive initiative.