- Technical Solutions Manager for a 15-member team of high-performing technical solutions engineers responsible for resolving many of the complex issues in Databricks unified data platform on cloud (AWS, Azure Databricks, and GCP).- SPOC for all break-fix support-related escalations and cloud incidents. Managing day-to-day support operations along with Shift leads.- Responsible for the team's SLA metrics, performance metrics, and Key Performance Indicators (KPIs) as outlined by Databricks support org.- Partnering with Engineering to drive supportability and operationalization of Databricks cloud data platform Experience and meet internal support SLAs & milestones.- Team coaching & mentoring | People management | Driving KB, SOP & MOP creation, and continuous improvements.- Ensuring monthly 1:1 meetings of my reports. Periodic goals and performance review.

Alvaria, Inc (Formerly known as Aspect Software)- Technical Manager for 25 members team of high-performing Cloud system administrators responsible for Administrating, managing & monitoring Alvaria’s AWS cloud, Private & Hybrid cloud infrastructure.- SPOC for all infrastructure-related escalations and cloud incidents. Managing day-to-day support operations along with 3 member Shift leads.- Represent the team in bimonthly & QBR meetings.- Fostering and advocating Customer first culture among team members- Responsible for the team's SLA metrics, performance metrics, and Key Performance Indicators (KPIs) as outlined by Alvaria's support org (Alvaria Support)- Partnering with Engineering to drive supportability and operationalization of Alvaria CX Experience cloud platform and meet internal support SLAs & milestones- Ensures timely capture, review, reporting, and responses to reported platform deficiencies, escalations, and top technical issues impacting product performance during blameless post-mortem meetings.- Works cross-functionally with all departments to promote the success of a world-class SSOC technical services and support organization.- Team coaching & mentoring | People management | Driving KB, SOP & MOP creation and continuous improvements- Ensuring monthly 1:1 meetings of my reports. Periodic goals and performance review.

- Technical & Shift Lead for a team of high-performing Cloud system administrators.- Administrating, managing & monitoring of AWS cloud and Private cloud infrastructure of Aspect/Alvaria cloud products like ViA, Prophecy, CXP & Zipwire.- Good Understanding of Alvaria Hybrid cloud architecture. - SPOC for all the escalations and cloud incidents. - Ensuring technical adherence to all Change Requests as per change management guidelines. Represent the team in weekly CAB calls- Representing the team in PostMortem calls and sharing insights, RCA for incidents concerning AWS cloud and Alvaria Private Cloud - Launching, installing, configuring, and administration of Linux/Windows-based servers on Amazon/VMWare. Resource upgrade, snapshot, Linux User, and Group management.- Working knowledge of various AWS services like AWS EC2, VPC, ELB, IAM, RDS, Route 53, Auto Scaling, CloudWatch, and ECS.- Good knowledge of various open source technologies like HAProxy Loadbalancing, Nginx reverse proxy. - Configuration of monitoring tools like Nagios and Datadog using custom checks through version control.- Carrying out disaster recovery (DR) activities in Hybrid cloud along with AWS cloud. - Managing and maintenance of various Jenkin Jobs.- Log review and analysis using Splunk queries. Setting up alerts, dashboards, and Visualization in Splunk- Good working knowledge of TCP/IP, SSH, SFTP, HTTP/S, VPN, SIP, VoIP, SBC (Sonus, Ribbon) etc- Perform daily system monitoring, verifying the integrity and availability of all systems, and reviewing system and application logs.- Coordinate weekly maintenance activities for patching, reboots, and DNS updates.- Automating and managing routine Linux and Windows server patching using tools like Spacewalk and WSUS integrated with SolarWinds Patch manager. - Took over and successfully established Database server (MySQL, Mongo & PostgreSQL) patching in private and AWS cloud servers

Senior Technical Support Engineer at Aspect Software.Job description, responsibilities - - Aspect Unified IP product support (Handling all the telephony, and web application-related issues of UIP product). - Subject matter expert for UMS/TMS underlying OS (Oracle Unbreakable Linux ver 6.3, CentOS 6.6, 6.9, CentOS 7 etc). Administering Linux OS - Subject matter expert for UIP telephony systems and web applications like recording manager web services etc.- Point of contact for escalated issues of UIP telephony and web application related issues.- Worked extensively on troubleshooting different issues on UIP telephony equipment like UMS, TMS & TA/DCP setups- Troubleshooting issues related to Aspect proprietary telephony hardware like UMS, TMS & TA/DCP setup- Analyzing Linux OS Logs, application and Error Logs and identifying potential issues with system.- Good Experience in trace/TCP dump analysis using Wireshark, tcpdump etc.- CentOS Linux 7 Security Vulnerability and Third Party OS security patch/Updates installation and validation.- Providing aspect recommendations on customer reported vulnerabilities on OS, middleware & Aspect application- Responsible for assisting partner accounts with Zipwire (Aspect cloud contact center offering) installation in partner private cloud setup (Linux OS environment). - Along with installation assistance, troubleshooting any zipwire installation issues in cloud deployment partner environment. - Troubleshooting any post installation issues of zipwire in cloud deployment partner environment.- Case due diligence and case administration using Salesforce & JIRA- Carried out several onsite troubleshooting assignments by visiting customer sites in India and also for the International customers (Citi bank Indonesia)- Created more than 150+ Knowledge base articles, thus documenting and publishing the same in companies knowledge portal.

- Triaging, analyzing, validating & troubleshooting tickets raised by the onsite tier 1 team and gauging the issue impact before designating the work to my reporting engineers- Leading Blocker & Critical (Priority 1) issue postmortem meeting. Capturing what worked well and what did not work well and coming up with a coaching plan. - Setting up, customization and monitoring of various key metrics/SLA dashboards- Carry out Regular case review (new & backlog cases) of case tickets and its current status the with case owner.- Technical Guidance/mentoring to reporting engineers and leads. Mentor new joiners. Briefings resource on best practices and SOP.- Ensuring technical and process-wise adherence in the Change Management process. Representing the team in CAB meetings and ensuring approvals on all schedule change requests. - Any deviation in MOP required, then approving the same post review of the same.- Sending periodic incident status updates to the customer technical team. - Responsibility for sharing executive summary for ongoing incidents and keeping customer’s execute management team updated on the status.- Responsibility for drafting RCA document to the point and in customer understandable format. - Weekly Case review meeting with Account managers and end customers. - Reviewing the Method of procedure document submitted by my team and providing them crucial technical inputs on any possible cascading effects or after effects post activity. Providing technical insights on ways to mitigate the same as part of preventive measures- Fetching server utilization report from Zabbix monitoring system and keeping tab on the overall server health. Analyzing reports for any bottlenecks and if required taking up remedial actions. Preparing weekly server health reports and submitting them to the operations manager for review in the weekly review meeting.- People management, One to One monthly team meeting, Weekly tech lead meeting etc

- Technical Lead for the team of 10 high-performing technical operations engineers (7 Operation engineers & 3 Senior engineers) - Operations and maintenance of all the production servers (Linux) including regular server administration- Application deployment on Apache (HTTP server), Tomcat servers (Jakarta & Apache tomcat), the configuration of SSL for Tomcat - Analyzing System and Error Logs and identifying potential issues with the system using Splunk- Experience in trace/tcp dump analysis using Wireshark.- Addressed multiple P1 issues to resolutions. Ensuring mandatory periodic release updates for all critical web application products. - Providing RCA and suggesting preventive actions- Core team member & represented Airtel Africa account for DNV external ISMS ISO 27001 audit for the year 2013 and thus getting ISO certification for all east and West African accounts. Complete knowledge of all the ISMS controls and process adherence to Change and incident management. - Handling, mitigating and resolving routine vulnerability assessment findings (ISO 27001) - Ensuring that feature requirements deadlines are met within designated internal SLA time.- Closure and tracking of GNOC escalated Problem Management tickets (PM Tickets).- Database server migration from Mysql to MariaDB across multiple products lines.- Good experience in Project & issue tracking systems like JIRA, Confluence - Knowledge of Amazon web services.

- L2 support for all the production systems/servers, applications & databases - Experience in Installation and Configuration Linux OS, Tomcat, database servers like MySQL, SAP/MAX DB, etc- Rendered offshore support for OnMobile products like RBT, Ozone PF (AF & OMP), IVR & Prism billing and collaborating with onsite team and delivery on various configuration requirements.- Have hands-on experience in configuring different OnMobile tomcat-based web applications like Customer Care GUI for RBT, Prism billing, Ozone/O3 PF (AF & OMP), UMP, etc - Troubleshooting CentOS Linux and webserver, DB (Mysql/MariaDB & MaxDB) related issues.- Worked in deploying and maintaining web applications on the LAMP platform.- Familiar with advanced fine-tuning options for MySQL databases and ensuring its performance & scalability- SME for CentOS application cluster and MySQL Database Cluster issues. - Troubleshooting & good knowledge of telecom call control flow & signaling system 7 (SS7) stack, call setup flow.- Hands-on experience with Telecom billing protocols like Diameter charging.- Experience with internal and external ISMS audits (DNV ISO 27001 Certification) - Onsite project experience - Deployment, integration & project GoLive for Unitel Angola RBT Greenfield project- Good hands-on experience in data center infrastructure installation & commissioning experience for RACK, HP7000 Chassis, Blade server, CG/balloon patch panel, Telephony Media cards etc. - Have experience in E1 expansion (on-site level) for both RBT telephony and IVR systems- Driven Vulnerability assessment (VA) control for ISMS (ISO 27001) controls. Involved in VA Nessus tool configuration and Vulnerability assessment for all Airtel African & MEA sites

INTELESOFT TECHNOLOGIES (P) Ltd.(A fully owned subsidiary of Intelesoft Technologies Inc, Portland USA)July 2007 – Sep 2010Company website:- www.intelesoftech.comDesignation: - System AdministratorRoles and Responsibilities -- Redhat & CentOS Linux System & Network Administration task- Middleware administration - JAVA servelet, SSL, Cert signing Req, Java Keytool SSL Cert deployment.- MySQL & PostgreSQL - Installation, configuration, tuning and administration.- Application deployment & admin - Apache HTTP server, Jakarta Tomcat server, LAMP- Linux performance tuning.- Security/firewall using Ipchains and another open source firewall tools. - Setting up and managing DR setup, Backup setup/mgmt using open source tools.- Automating common tasks using Bash scripting. - Performance tuning and monitoring. Server utilization dashboard - Zabbix Monitoring setup and administration.