• Managed incidents with a focus on rapid service restoration, leveraging monitoring tools like Datadog for alerts and performance degradation.• Oversaw API performance testing and troubleshooting for Avaya CPaaS systems, ensuring seamless client interactions through effective number management and SIP/SDP protocol for call signaling issues resolutions.• Managed DIDs/Number configurations & monitored system health, participating in on-call… Show more • Managed incidents with a focus on rapid service restoration, leveraging monitoring tools like Datadog for alerts and performance degradation.• Oversaw API performance testing and troubleshooting for Avaya CPaaS systems, ensuring seamless client interactions through effective number management and SIP/SDP protocol for call signaling issues resolutions.• Managed DIDs/Number configurations & monitored system health, participating in on-call rotation for after-hours support.• Developed and maintained technical documentation and playbooks for cloud operations.• Led troubleshooting efforts for complex GCP infrastructure, computing, networking and storage issues, consistently meeting client expectations by minimizing downtime and resolving incidents swiftly.• Involved in implementation and deployment CI/CD pipelines using Cloud Build, enabling streamlined deployments and continuous improvement across development and production environments. Show less

• Delivered expert support for Google products including Google Meet, Google Ads, Hangouts, and Nova/Fi, ensuring seamless performance and user satisfaction.• Led complex investigations and troubleshooting of call-related issues using SIP protocol, delivering swift resolution to minimize disruptions.• Tackled call quality challenges with precision, leveraging deep knowledge of the SDP protocol to optimize network… Show more • Delivered expert support for Google products including Google Meet, Google Ads, Hangouts, and Nova/Fi, ensuring seamless performance and user satisfaction.• Led complex investigations and troubleshooting of call-related issues using SIP protocol, delivering swift resolution to minimize disruptions.• Tackled call quality challenges with precision, leveraging deep knowledge of the SDP protocol to optimize network performance.• Strengthened the voice network by identifying critical gaps and implementing solutions using advanced tools like PCON, Viceroy, and custom dashboards. Show less