Develops end-to-end expertise in service and/or system design, interactions between technology layers and components, functions of infrastructure, and dependencies at scale. Develops team's end-to-end technical expertise, regularly identifying skill gaps and raising the collective bar on the team's skill set in alignment with industry standards. Takes ownership of service design by driving efforts within an organization to identify, define, recommend, and build optimal configurations of technology solutions with consideration for cost management. Adjusts configurations and defines infrastructures to improve the availability, reliability, efficiency, observability, and/or performance of supported products and services. Leverages technical expertise to identify and design, deliver, and operate solutions across organizations. Drives reviews with the engineering teams that develop and/or manage services, identifying opportunities for efficiencies in operations and sharing learnings and recommendations across engineering teams working on related services within their organization.Guides teams to stay current in knowledge and expertise as the technology landscape evolves, maintaining awareness of industry norms. Uses knowledge to drive the adoption of new solutions across engineering teams working with related products within an organization. Makes expertise available to others through sharing, coaching, conferences, and other means to drive improvements across teams.Manages teams of engineers to implement reliable, scalable, and high-performance solutions across teams. Contribute to design documents. Own implementation and rollback plans. Maintain quality checklist and related documentation, unblocking as needed.Contributes to developing processes and standards to address complex security issues, and provides guidance to others as needed. Facilitates communication of and adherence to security policies and procedures.

Responsible for the implementation and operations of the Subject Matter Expert team within US handling level 2 and 3 support for enterprise and healthcare systems. Manages sovereign coordination, collaboration, and training including the integration to knowledge management.

Oversees day to day NOC operations across multiple shifts, drives incident management, troubleshooting progress and incident resolution for enterprise customers.Coordinates interdepartmental work activities to resolve network and customer problems.Creates reports for customers and Internal Teams following trouble ticket and maintenance activities.Maximizes employee productivity, morale, and retention through empowerment techniques and team building and maintain strong working relationships with other staff and partners.Provides multi-layer network troubleshooting support for small and large clients via email and telephoneUtilizes monitoring tools to proactively identify problems with systems, applications, and networks.Establishes ongoing process improvement plans to reduce support efforts and increase service availability and scalability, utilizing industry recognized frameworks as a guideParticipates in strategic system planning, tactical operation planning, and the development of contingency plans to ensure Business Continuity and Disaster Recovery

Monitors the end to end business solution using enterprise class monitoring tools, reviewing logs and performing validation tasks.Production (infrastructure) issue identification and resolution by applying known first-line fixes or escalating to subject matter experts.Clearly and concisely documents issues that cannot be fixed in the NOC for escalation.Communicates with both internal and external customers in a professional manner.Stays up to date with system and solution developments/changesTakes proactive measures to address faults and documenting actions taken.Performs technical system checks and shift readiness reports ensuring that the incident ticketing system is regularly checked for high or critical priority tickets that need escalating to on call teams.Ticket queue case management, working tickets and mentoring others on ticket actions and response.Maintains a professional composure and appropriate level of urgency during high severity events.Performs world class support to both internal and external customersTroubleshoots and resolves complex production / application issues through a high level of technical competence for Enterprise class customers.Triage issues based on a clear understanding of the business problem and impact to ensure appropriate urgency in response.Drives the team and advocate for customers to get quick answers, work arounds and resolution in place quickly.Engages in and continuously improves processes to speed up resolution and exceed customer expectations.Multi-tasks and manages time to ensure thoroughness and quality in every interaction within the team as well as with Nuance customers.Provides production deployment support, handles customer production traffic flow and develops platform and infrastructure knowledge.Performs basic network and systems configuration changes.Seeks out ways to automate manual tasks and provide additional services within the NOC and Customer Support team.

Led daily operations and maintenance of a 12 man division on electronic equipment used for detection, tracking, recognition, identification, communications, communications security, Electronic Warfare, personal computers, auxiliary equipment, and Information Systems in support of worldwide Telecommunications Network. Performed mission organizational level maintenance and repair of Command, Control, Communications, Computers, and Intelligence (C4I) Systems. Mentored and trained team members on technical skills facilitating promotion of 6 personnel.