Lead Software Solutions & Escalation Engineer Resume Example

Profile Summary An ITIL certified technocrat leader with master's degree; holding over 15 years of dynamic experience in delivering and managing mission-critical software solutions for enterprise application monitoring and performance. Possess sound expertise in end-to-end program/ project management and strategic planning for realization of business benefits through analytics and dashboarding. Expertise in designing and implementing cutting edge technology solutions aligned with the business requirements. Core Competencies Professional Milestone Application and Performance monitoring System Analysis Log Analytics Automation Engineering Cloud Computing Network Analysis Application Development ITIL Lifecycle Software solutions KPI and Metrics Reporting Transformation & Innovation Reliability Engineering Training, Coaching & Mentoring People and Technology Management Presentation Customer Escalation management Vendor Management Manager, Enterprise Monitoring, Performance & Analytics Freddie Mac, Reston, VA August 2015 – Present Key Deliverables: Spearheading teams to direct and drive Enterprise wide Application Performance monitoring, log analytics and cloud monitoring to help with reliability, resiliency and operations of business applications and services. Managing the complete business cycle of monitoring software/solutions including need assessment, analyzing requirements, preparing IT Blueprint, , and delivering quality technical/business solutions. Setting and developing the monitoring standards and governance models to build the Monitoring as a Service model for the organization. Leading the future road map and strategy for monitoring & performance software/services on cloud by engaging with business, application and IT team. Successfully driving design, engineering, implementation and operational aspects of all monitoring software to meet the enterprise monitoring needs. Direct automation of numerous daily redundant workflows like reconciliation, discovery of devices, implementing monitoring rules, generating daily reports, creating automated Incident tickets and automatic remediation of issues. Instrumental in facilitating real time visibility of application and infrastructure health for management, application and Infrastructure teams by spearheading design and software development life cycle of a custom application monitoring portal. Holds distinction of enhancing monitoring of 140+ critical applications within the organization which helped in pro-active detection of issues with the applications & services, prevent larger impacts and reduce time to repair in case of outages. Partner with 24x7 monitoring operationcenter, Incident Management and Problem Management teams to complete the end to end cycle of problem detection and resolution. Supervise 24x7 coverage as Duty manager of shared services tools teams that includes monitoring, scheduling, automation, service management and business reporting tools. Awarded “Above and Beyond” award from the division VP for result driven leadership and excellent contribution in enhancing monitoring services for the Business and the Enterprise. , ITIL Senior IT Management Professional - Software Solutions, Enterprise Monitoring & Performance