Global Support Enablement and ProgramsNew Product Readiness for Support Global Support Processes and SOP creationSupport Product CertificationJIRA Administration and Reporting

Provided level 3 support for the Responsys Marketing Platform which is part of Oracle Marketing Cloud SaaS. Worked closely with Field Services, Operations, and Product Development. My specialty areas included: Application Performance Analysis, SQL Analysis, and Database Performance.Responsibilities:- Analyzed escalated support tickets from the L1 and L2 support teams- Reproduced customer reported issues and submitted bug tickets for Product Development to resolve- Worked with Dev/Ops to debug java server performance issues through heap and log analysis- Worked with Dev/Ops to debug database performance issues related to sql execution plans.- Participated in production outage calls with Dev/Ops to resolve platform availability issues - Participated in weekly scrum meetings with Dev/Ops to prioritize and triage produce defects and escalated issues- Participated in design review meetings with Dev/Ops to ensure that new features are manageable and usable from a customer support perspective.- Contributed to troubleshooting documentation, customer knowledge base, and internal documentation for the support organization- Continuously worked with the Support Management leadership team to improve process and training for the support org. - Contributed to the Support Duty Mgr on-call rotation

Oracle Marketing Cloud Service Operations Responsys and Push IOManaged a team across the US and India, which includes: Application Architects, Production Application Engineers, Database Administrators, Data Analysts, and managers across two lines of businesses.- Closely worked with client facing supporting teams, such as Technical Support to engage with clients on escalated issues where Customer Executive Management is involved – C level escalations- Managed the Service Operations team responsible for maintaining 24/7 services, including application deployment, infrastructure upgrades, customer data model design, and project management to provide a continuously performant and reliable service.-Lead team on improving change management processes to allow us to better prevent outages and reduce human error. This allowed us to not only meet, but exceed uptime SLAs in many cases (99.9% uptime SLA)-Implemented usage of key performance indicators to gauge the areas of the service which require improvement, using data driven analysis to fuel improvements to the service-Engaged in strategic technical direction of design and architecture, to improve manageability and efficiency of application resource usage in a multi-tenant environment. -Engaged with Sales Engineering, collaborating with Sales on pre sales efforts to close deals with prospects-Collaborated with Product Management leadership to carve strategic and tactical plans to increase product adoption.

Oracle Marketing Cloud Service Operations ResponsysManaged a team of 14 across the US and India, comprised of Site Reliability Engineers, and Database Analysts for Responsys- Expanded scope of responsibility in 2013 promoted to Senior Manager managing two distinct teams, the Production Operations Application and Design Optimization team. -Led the establishment of standard operating procedures (SOP), used by the Network Operations Center (NOC)- Focused team on decreasing outages, by implementing automation of standard operating procedures reducing human error in a highly complex SaaS environment- Implemented application KPIs to ensure that application thresholds were not being exceeded, resulting in service disruption

- Managed a team of Escalation Engineers consisting of five Tier 3 engineers- Provided level 3 Technical Support for the Lyris ListManager product which is both a SaaS and software offering, with emphasis on server performance and stability issues.- Provided level 3 Technical Support for the Lyris LHQ SaaS Solution- Provided Pre-Sales Engineering support, part of the prospect "Tiger" team- Lead weekly bug meetings with the engineering and product team to prioritize bugs and features.- Lead weekly Escalation Team meetings.- Reviewed case management strategies and recommended changes to support management.- Mentor Tier1/Tier2 Support Engineers- Hands on Technical Escalation Manager- Generated KPIs, which were utilized to improve TTR and reduction of escalated support cases.- Replicated reported bugs and filed software incident reports.- Managed high revenue accounts, offering Technical Account Management services

Sustaining Enginering Team - Aqualogic Web Portal Suite- Responsible for the maintenance and administration of the Engineering virtualized lab, consisting of both Windows, AIX, HPUX, and Linux platforms using VMWare ESX server.- Provide QA support to test bug fixes. - Provide Engineering support by building new virtual environments for Engineering to develop fixes.- Provide Pre-Sales Engineering support- Deploy bug fixes into QA and development