Tech Lead for Customer Operations with the main focus of being data-driven and enabling change within the team. Skilled in data analysis, documentation management, and change process ownership. Adept at providing critical insights for decision-making and implementing strategies to optimize team performance and streamline operations.Key Achievements:Data-Driven Decision Support: Provided valuable data insights that empowered stakeholders to make informed decisions, leading to optimized strategies and improved operational outcomes.Streamlined Documentation Processes: Implemented efficient documentation practices, enhancing communication and knowledge sharing within the team, resulting in increased productivity and collaboration.Effective Change Management: Successfully owned and managed change processes, ensuring smooth transitions and mitigating risks associated with procedural changes, fostering organizational adaptability and resilience.Enhanced Operational Efficiency: Played a key role in driving operational efficiency by supporting Engineering Managers, coordinating projects, and facilitating data-driven discussions, resulting in improved team performance and customer satisfaction.Collaborative Leadership: Fostered a culture of collaboration and continuous improvement within the Customer Operations team, contributing to a positive work environment and the achievement of organizational goals.

Team Lead for Service Delivery Management with a proven track record of driving operational excellence and fostering a blameless culture within engineering teams. Experienced in managing complex migrations within O11, ensuring seamless transitions and minimizing disruption to business operations, and recognized for implementing initiatives that promote transparency, collaboration, and continuous improvement across cross-functional teams.Key Achievements:Influenced Blameless Culture: Spearheaded initiatives to promote a blameless culture within engineering teams, emphasizing the importance of learning from failures and focusing on solutions rather than assigning blame. Implemented post-incident reviews and knowledge-sharing sessions to facilitate continuous learning and process improvement.Led Complex Migrations: Orchestrated and executed complex migrations O11, managing project timelines, resource allocation, and stakeholder communication. Collaborated closely with technical teams to mitigate risks and ensure a smooth transition, minimizing downtime and disruption to business operations.CI/CD Pipeline Management: Controlled and maintained Continuous Integration/Continuous Deployment (CI/CD) pipelines, ensuring a seamless experience for developers and customers.

As a Senior Service Delivery Manager, I held accountability for the comprehensive end-to-end Project Management of Cloud Operations. This encompassed meticulous planning, robust communications, adept risk management, and precise prioritization. My primary objective was to foster seamless coordination and collaboration among SRE, Global Support, and Customer Success teams, facilitating both planned Operations and reactive Incident responses.My role entailed delivering clear and concise communications to R&D Senior Leadership, Customer Success stakeholders, and Global Support teams. I ensured that planned Cloud operations and SRE Incident Response were communicated effectively, providing transparency and assurance across all levels of the organization.Key Achievements:Strategic Planning and Assessment: Conducted thorough assessments of the existing infrastructure, applications, and data to understand the scope and complexity of the migration process.Collaborated with technical teams, stakeholders, and subject matter experts to develop a comprehensive migration strategy tailored to the organization's goals and requirements.Development of Incident Response Plans: Collaborated with cross-functional teams to define roles, responsibilities, escalation procedures, and communication strategies during incidents, ensuring a coordinated and effective response.Stakeholder Engagement and Alignment: Facilitated regular stakeholder meetings to foster alignment and collaboration on strategic priorities, service improvements, and risk mitigation strategies.Acted as a trusted advisor to R&D Senior Leadership, providing clarity and insights to readjust priorities based on risk vs impact following the priority matrix

Responsible for the knowledge lifecycle within the Global Support organization, guaranteeing that the Support lines are up to date at any given time in order to properly execute their job.Main activities:- Covering knowledge gaps by building training materials and reviewing technical documentation;- Leveraging Global Support Initiatives;- Active role on Service Transition to the support teams;

Mainly focused on providing knowledge to Global Support internal Knowledge Base providing all the necessary information and context to allow all the operations to run smoothly but also to provide a lot of context on the incident troubleshooting techniques and guides.Also responsible for the Transition of new features from our R&D to the support teams, providing all the necessary context to the operators.Also was able to build internal technical trainings, mostly regarding to the underlying infrastructure and network topics, for the Global Support teams to provide the necessary enablement to the operators.

Worked with AWS console, and API, managing OutSystems cloud infrastructures.As part of the Global Support team, the main focus was to configure and enable the network mechanisms to allow connectivity between on-prem networks to AWS for OutSystems customers.As part of the evolution as an operator, I also contributed to the overall knowledge documentation for the support teams writing public/internal articles to allow a faster support case resolution or a self-service troubleshoot as a customer.

Based in Kuala Lumpur for one month to support the new APAC Cloud Operations team at OutSystems I was mainly focused on handling all the high-priority support cases while also enabling the new operators.

- SQL server scripting and data extractions;- Incident management;- ITSM SysAid tool configuration and deploy (2+ countries)- Internal Processes optimization using Kaizen;- Hardware renting process control;- Software and licencing purchase/control;

- C# .net;- SQL server;- Sharepoint 2010 front end and workflow development;

- Sharepoint 2010 front end webpart development;- Vignette backoffice management;- 12Horses email marketing management;

- ASP .net- SQL server;- CSS;