Identifying optimal ways to improve the design and operation of systems to make them more scalable, more reliable, and more efficient. Working within product teams to support TD's business objectives and operational support goals providing domain expertise on strategic Infrastructure as well as Business project related activities.Reviewing technical deliverables throughout the design and development phase to ensure systems adhere to SRE best practices.Leading the definition and implementation of service-level objectives (SLO) for key technical and business driven measures.Influencing and partnering with key technology and product team members in the design and development of solutions that promote automation, innovation, and the reduction of toil.Guiding and educating the technology organization around SRE practices and the need for scalable and resilient production systems.Writing / contributing to existing documentation or educational content and adapt content based on product / program updates and user feedback.Actively participating in, or lead design and code reviews with peers and stakeholders to examine system components for resiliency issues.

As the head of technology operations for a disruptive healthcare startup, I've overseen teams in Cloud, IT, and Architecture, driving growth-oriented strategies while ensuring reliable client services and fostering innovation. Through executive leadership, mentoring, and coaching, I empower teams and deliver impactful solutions rooted in deep industry understanding and a customer-centric approach.My achievements include managing infrastructure hosting critical healthcare applications, processing over 300 million customer interactions valued at over $100 billion. Additionally, I achieved cost optimizations across our AWS environment, resulting in a $3 million annual cost reduction. I refactored Infrastructure as Code (IAC) in Terraform to minimize drift between production and infrastructure code.Implementing a multi-region infrastructure architecture enabled Blue-Green Deployments and high availability for Application APIs and Databases, achieving 99.99% uptime. Automation played a key role in monitor creation, synthetic monitoring, and application performance monitoring, resulting in significant time and resource savings. I also led initiatives to consolidate API endpoints, reduce costs, and improve services, including Netskope private hosting for internal-access-only applications.In terms of workforce management, I optimized resources by acquiring a team of 16 Cloud consultants and reducing headcount to 3 FTEs while maintaining higher throughput, resulting in a $2 million annual cost avoidance. Additionally, I served as Interim Cyber Security Officer, improving processes around SEIM and EMDR and implementing security controls to support various certifications.Overall, my leadership has driven transformative changes, optimizing costs, enhancing security, and ensuring operational excellence, positioning our organization for continued success in the healthcare industry.

As the VP of Global Technology Command Centers North America, I was responsible for managing all degraded, potential major, major, and crisis incidents across all business units in the bank, including Investment Bank, Cards & Payments, Retail & Corporate Banking, Financing, and more. I was accountable for stakeholder management, internal and external communications, and reporting on major incidents, business operations, and executive summaries.My role involved collaborating with Change Management, Problem Management, and Service Improvements functions across Application Support and Infrastructure teams. I lead major resiliency test events, working closely with the Technology Resiliency Verification team to test hundreds of applications hosted from multiple data centers located worldwide.To minimize the mean-time-to-repair (MTTR), I drove the design, adoption, and maintenance of event management, monitoring, and alerting capabilities across application and infrastructure tiers, as well as external hazards. I provided leadership and managerial coaching to Service Recovery Managers, Service Control Managers, and SRE teams.In addition, I partnered with the Joint Operations Center to manage all incidents associated with Security, including Cyber, Physical, and Geo-political risks. My focus was on ensuring that the organization has a robust incident management process, with clear documentation of run books, playbooks, and procedures to follow during a crisis.Overall, my role was critical to maintaining the bank's operational resilience, reducing the impact of incidents, and ensuring that stakeholders receive timely, accurate, and transparent communications throughout the incident lifecycle.

As the AVP of Barclaycard Application Services, I was responsible for managing the SRE function for Barclaycard, overseeing the Business towers such as Contact Centre & IVR Applications, Digital eCommerce, Debit Card payments processing engine, and more. My accountability involved delivering this function during US hours and operating jointly with our global teams in a 'Follow the Sun' model.I served as the Site Lead for Barclaycard Application Services in a team of 16 Senior Support Analysts and Support Analysts. Together, we provided specialized production support for over 40 applications for Barclaycard in the US, UK, and Germany. These applications carried out a variety of functions, including Customer Online Self-Service, Self-Service via Interactive Voice Response, Customer Relationship Management desktop (CRM), Set up, and management of Internal Merchants & Payment channels, ApplePay, bPay (wearable technology), Debit Card Payment Services, Mainframe Settlement processes, and more.My role involved ensuring that the SRE function meets or exceeds service level agreements (SLAs) and key performance indicators (KPIs). I drove the development and execution of operational plans, including incident and problem management, capacity planning, and service improvement initiatives. I also collaborated with business stakeholders and IT teams to ensure that the technology platforms align with business objectives and customer needs.Overall, my focus was on ensuring the smooth running of the Barclaycard Application Services function, providing specialized support to a range of critical applications. Through my leadership, I enabled my team to deliver high-quality service and support to our customers while maintaining operational excellence.

As an Application Support Team Lead Manager, I have played a critical role in building up the wider Barclaycard Technology and Operations team at BTCD. As part of setting up the 'follow the sun' model, I relocated to Dallas to support this initiative.In my role, I served as a Team Leader in the Contact Centre & IVR Applications Support team, overseeing a team of around 15 Support Analysts. Together, we looked after approximately 30 applications hosted by the business in the UK, Germany, Italy, Portugal & Spain. I also provided support to Barclaycard Command and Control centers in designing and developing automated Customer experience & system monitoring dashboards.My team is heavily involved in multiple project transitions and releases. For example, we led the IBM WAS to APAAS migration, implemented Loans Application Self Service (Germany), and introduced Automated Social Media monitoring & machine learning, among other initiatives.As a Service Lead, I ensured that the service we provide met or exceeded service level agreements (SLAs) and key performance indicators (KPIs). I also collaborated with business stakeholders and IT teams to ensure that technology platforms align with business objectives and customer needs.Overall, my focus was on delivering high-quality service and support to our customers and supporting the wider Barclaycard Technology and Operations team in achieving their goals. Through my leadership, I enabled my team to excel in their roles and contribute to the success of the organization.

Managed a team of Production Analysts who look after a range of live IVR & Contact Centre applications for UK Southern Europe & Western Europe.Also managed a tools development team responsible for the design and build of Real Time automated dashboards used by Leadership teams and Barclaycard Command Centres in UK, USA & India.

Was responsible for the Support of Telephony Applications in Barclaycard (Customer facing & Merchant facing). Worked as a subject matter expert in Payment systems (IVR, desktop & Online). Managed the service transition of services into Production for Southern Europe & Western Europe countries (Italy, Portugal, Spain & Germany).Apart from the regular 'day job' played the role of a communications manager, handling internal Communications for Barclaycard, public speaking (town halls), documentaries etc.

Was one of the founding members of the Contact Centre Applications Support team that was set up to deliver live system support for Voice / contact centre based applications in Barclaycard.Trained & Mentored other team members (team of 6).

I was identified as the subject matter expert for Debit Card Payments & Collections IVR. In addition to the Incident Management, Change management & Problem management roles, I extended support to Project engagements & Live deployments on Legacy Barclaycard systems.

Delivered Live system support for e-Commerce applications like Account Services(AS), On-line Applications(OLA), Payments and also other applications like Debit Card Payments IVR( DCP IVR), Barclaycard Application & Instant Decisioning (BAID- Branches & Contact centres), Kirby Collections IVR(KIVR), Automatic Merchant Authorisations, EPDQ, Clarity, Barclaycard Business OS, Infrastructure (e-mail, Internet, Intranet).Developed a resource management tool for Barclaycard Steria, using Java Struts while I was a systems trainee (2006).