- Managing the operations, support, and overall management of products, systems, applications, and services to align with diverse clientele's business objectives.- Cultivating strong relationships with delivery teams and partners through regular service delivery reviews to ensure optimal performance and client satisfaction.- Scheduling and coordinating test cycles deployments with delivery teams, emphasizing thorough testing, monitoring, and implementation to minimize risks.- Collaborating with technology partners for seamless environment modifications, considering data conversion impacts and addressing potential areas of impact to meet performance requirements.- Leading incident investigations, identifying root causes, and promptly implementing high-quality remediation plans.- Taking a proactive approach in testing, debugging, performance analysis, and documentation of environment components.- Monitoring service levels, setting performance targets, and taking decisive action to maintain and improve service quality.- Negotiating and documenting project deliverables, timelines, costing, and governance to ensure clear communication and alignment with client expectations.- Implementing and maintaining process management discipline for change management across all managed systems.- Collaborating cross-functionally with Problem Management, Change Management, and Data Management teams for Top of House (TOH) reporting.- Focusing on continuous process improvements to mitigate operational, reputational, and proprietary risks.- Overseeing system, project, and technical interface integration to ensure efficient operations and deliver high-quality client support and service.- Providing coaching, development, succession planning, recruitment, resource management, and team leadership input into performance and development plans.

• Manage IT SaaS Ops department operational planning, projects, and production tickets. Lead the delivery of Infrastructure projects to fully meet KPIs. • Working as an IT leader on the tech operations, direction and assuring process, people and technology alignment. • Manage operations staffing, including recruitment, supervision, scheduling, development, evaluation, and performance management• Manager delivery to SLO’s by incident resolution, leading problems, change and release activities for infrastructure across the organization.• Managed project for Single Sign-on implementation OneLogin, from POC with different vendors to setting up One Login and integrating more than 80 applications across the organization.• Conduct and report on scheduled and regular reviews of Q4 Capacity, Security Events, Access/Permissions and patching.• Lead the project of SMTP clients from AWS to Send grid to provide email stability and support Q4 EA strategy. • Responsible for Outages and RCA.• Monitoring uptime and incident executive report for all productions.• Problem Analysis (identifying abnormalities, etc.) and resolution, monitoring.• Worked directly with Security team and provided all the evidence’s required for SOC II compliance.• Helped Q4 with S&P migration of 800 clients and helped building their CMS’s. • Worked with R&D, Product and Events teams on new serverless Events Platform, created monitoring for Lambda Services, API Gateways, Elastic Cache, DynamoDB, Application Load Balancers etc. • Worked with 3rd Party Vendors Open-Tok Vonage, Twilio for our Audio/Video and PSTN needs for Events• Worked with Call Stats and integrated it with API to our Events Platform to monitor the Bitrate, metrices, network connectivity during Live Events and worked with Error Logging on Sentry. • Maintaining SLA for Production tickets and 24/7 PagerDuty• Lead and assist in rollout of Incident Management process for all Q4 Products.

• Work with multidisciplinary cross functional IT, Security and Product Architecture teamsto implement and maintain infrastructure solutions and specifications• Perform daily/weekly/monthly patching maintenance duties for supported environments• Maintain, monitor and analyze performance of infrastructure components and make recommendations for improvement including capacity planning and operation reporting• Assist with Technical RFP security questionnaire• Creating RCA’s on priority basis after resolving issue. • Monitoring tools: New Relic, Kibana, Pingdom, DosArrest and Klipfolio. • Implement systems improvements by assessing current situation; evaluating trends; anticipating requirements• Experience with AWS cloud hosted solution Monitoring, IAM Policies, Configuring User Policies using JSON, ELK Stack, Patching servers through AWS Manager. • Solve complex problems by applying advanced troubleshooting techniques in Systems, Networking and Applications• Technical implementation and operations of infrastructure solutions across the infrastructure footprint• Work with the Infrastructure team as part of 24x7 on-call pager duty support team and collaboratively plan and execute off-hour provisioning, maintenance and operations activities for the infrastructure• Lead on Projects : IT Profiles (onboarding, offboarding ), PagerDuty Process, Slack Migration, SSO Login, Dell Image Assist, Google Platform Domain Consolidation.

Cloud Platforms: Azure, AWSWorking experience with provisioning of AWS services including VPC, EC2, RDS, S3, Route53, CloudWatchMonitoring Tools - IP Monitor, Zabbix, Monitis, Nagios, Wanguard, ZenossWeb Protocols – DNS, HTTP, HTTPS, FTPEmail Protocols – SMTP, IMAP, POP3, MAPIVirtualization – Virtuozzo/OpenVZ, HyperV, VMWare, XenStorage – NETapp & Dell Compellant3rd Part Vendors : Microsoft, Cogent, Cisco, Dell, Equinix, Spamexperts, EarthlinkExperience in racking, cabling equipment, parts replacement, etc in a data center environmentLinux email servers: Exim, qmail, courier-imapWHM/cPanel, Plesk, or other web hosting control panelsMicrosoft Exchange 2007, 2010, 2013Parallels Operation Automation

• Working with Office 365, Active Directory, Windows Azure, Soft Layer, assigning licenses to users • Providing support for VPS ( Windows and Linux ), SSH to servers through Putty, using UNIX shell scripting, working with Graphic user interface panels ( Cpanel and Parallels Plesk Panel )• Maintaining the SSL, installing SSL on websites, generating CSR and Private Keys to setup the SSL• Working with web hosting like Web designing, Managing DNS, Word press, Share point• Diagnosing and troubleshooting the issues with DNS, emails, exchange email, Outlook issue’s (2003 to 2016) with Mac and Windows• Having experience with Spam filtering (checking email logs and bounce backs) and Antiviruses (MacAfee)• Working with My SQL and PHP, IIS, web hosting add-ons: Site builder, Mobile website builder, Hacker wise, Site Lock, Cloud flare• Tools working with : Kayako ticketing system, Open Srs, Office communicator, Remotely Logins, Filezilla, Microsoft CRM Dynamics, Putty• Managing and setting up accounts on Black berry, iPhone, Android and testing the accounts. • Providing On-call IT support to Value added Resellers to help them and scheduling the callbacks with them• Applying ITIL practices like Help desk management, Service Level Management, Problem and Risk Management • Helping to create knowledgebase articles by providing the documentation of issues

• Talking to staff or clients through a series of action either face to face or over the telephone to help set Kobo Devices or resolves issues.• Setting up new user’s accounts and profiles and dealing with the password issues.• Responding with agreed time limits to call outs.• Deliver service and support to end users using and operating automated call distribution phone software, via remote connection or over the internet.• Identify and escalate priority issues per Client specifications.• Follow standard process and procedures. • Working with software Telus, Sony, Adobe Digital Editions.

• Provided support to users onsite, including hardware and software issues• Deployed new machines (Windows XP and Windows 7) • Installed, maintained and supported LAN within an organization• Worked on Active Directory accounts to assign the applications• Replaced expired machines while maintaining the users’ data, outlook profiles, network drives, printers and applications• Provided regular progress reports to upper management• Established and maintain static IP's for users to have access to specific programs• Maintained technical inventory of configuration of all servers, PCs, printers and software installations and licenses