Led a high performing team of engineers responsible for global 24x7 operations powering over $1B in revenue.
- Served as the primary escalation point for customers and partners.
- Responsible for tracking and execution of all team projects and tasks.
- Built strong and trusted relationships between teams and business partners. Bridged gaps in knowledge, experience, and cultures to drive success.
Led a team of SREs responsible for support of 70 applications spanning multiple AWS regions and company-owned datacenters.
- Worked closely with managers across the business to coordinate work, standardize release procedures, and adhere to ITIL best practices and guidelines.
- Analyzed performance metrics. Delivered regular reports to senior leadership.
Provided day-to-day leadership to the Application Support team, including the coordination of staffing and support levels.
- Oversaw the transition of the team from the Data Center Operations SBU into Tax & Accounting.
- Established team goals, completed regular performance reviews, and addressed performance concerns.
- Interviewed and hired staff in multiple global locations.
- Drove improvements through the ITIL process to align support services with the current and future needs of the business and customers.
- Coordinated the implementation of application monitoring, created support documentation, and provided training on new products and procedures for developers and peers.
- Provided 24x7x365 support of strategic web-based applications using IIS, Tomcat, WebSphere, and iPlanet running on multiple versions of Windows and UNIX/Linux platforms involving over 75 hosted applications extending over 1000 in house servers and 100,000 customers.