• Directing major incident bridges, driving calls, pushing for engineering updates, managing interactions between teams, communicating out to leadership status updates, all as a part of 24/7 coverage• Managing the incident validation process, reviewing major incidents, verifying the details, assigning to appropriate team manager/key manager to complete the verification process• Driving improvements with the incident validation process, adding additional tasks inside of the problem tickets, identifying issues that might be missed, and cutting down the ticket validation process time to a quarter of the time, all as a part of handing over major incidents to the problem management team for root cause • Flagging non major incidents for problem tickets (non-standard)• Running the incident management second shift, assigning T1/T2 tasks to complete, and steps to be taken around major incidents• Quickly generating reports for the exec team to digest the status of the company through the eyes of incident management, moving the process from over multiple weeks to one to two days• Making judgement calls on major incidents that take account of what is best for the business and the company• Updating ServiceNow dashboard to match our updated processes• Bringing down the time per Major Incident, reducing the average time per incident to under the previous year’s metric• Use ServiceNow, Teams, Thousand Eyes, Support Azure, NNMi, Middleware applications, VMWare

• Managed P1/P2 incident bridges, driving the calls, pushing for engineering updates, managing interactions between different engineering teams, giving active feedback/updates to the customers• Facilitated service restorations for multiple customers around the globe, as a part of a 10-member remote team located across multiple time zones in a Follow-the-sun rotation• Designed a streamlined onboarding process and implemented training with multiple new members joining the team, reducing the onboarding time to half (two weeks)• Used ITIL best practices to support affected customers by prioritizing incidents, assessing impact, ensuring collaboration, providing statuses updates, and pushing for service restoration• Provided risk assessments as a member of the change advisory board (CAB) emergency change group• Proactively monitored multiple customer’s infrastructure around the world, triaged/troubleshoot incidents while assessing service impact• Worked with engineering teams on major incidents by testing, monitoring, log parsing, coordinating/collaborating with multiple engineering team, pushing for continual improvement, and updating knowledge article• Designed and implemented custom ServiceNow reports for customers, tracking open incidents with their severity, problem tickets, SLA level, team ownership, and current progress, decreasing ticket times by one third• Used AWS, Linux, ServiceNow, PagerDuty, Confluence, JIRA, Kibana, Prometheus, Grafana, Uchiwa. Supported Elasticsearch, Sensu, and Logstash

• Technical lead for all major incident response operations as the senior engineering lead for infrastructure and hardware issues• Managed incident response (P1/P2) related to server hardware and operating systems within the Xbox Operation Center• Maintained the knowledge base for Operations and Infrastructure team, streamlining complex operating procedures, with the focus of improving productivity and reducing human error though advanced run books - reducing overall time to resolve in half • Supported Xbox Live production & testing servers by coordinating Database & Software Engineering teams while interfacing with data centers’ hand on teams, conducting in situ troubleshooting of infrastructure issues, and optimizing service performance, enabling Live to run with minimal customer-side interruption • Directed server and networking incident response prioritization for remote data center staff and performed onsite visits• Administered instruction and assessment for Operations and Infrastructure Subject Matter Experts (SME) and senior analysts training for SME roles• Conducted multiple learning sessions on operations & infrastructure procedures and troubleshooting; special emphasis on technical infrastructure to become more approachable by junior analysts• Led infrastructure operational readiness for product launch of the Xbox One console on Xbox Live service• Spearheaded efforts to bring Operations Center in closer collaboration with Xbox Live teams on private cloud (autopilot), virtualization, infrastructure, hardware, and networking issues• Owned support and maintenance of workstations and hardware within Operations Center and its training environment• Used Cloud Computing, Dell / HP System management, SCOM, Service Manager, supported server out-of-band management, Windows Server