Incident Handler & Security Operations Professional

Provided L2 technical support to enterprise customers using Snowflake database and warehouse in China. Hosted weekly and monthly report conferences with global teams. Analyzed backend data to improve customer experience and provide targeted solutions. Aggregated and categorized product issues, handled major incidents and on-call system, responded to incidents within 1 hour, and provided remedies. Diagnosed and resolved security incidents involving Snowflake databases. Developed remediation playbooks reducing resolution time by 30%. Collaborated with R&D for problem reproduction and API testing. Guided customers in AWS EC2, Route 53 private DNS zone, and private link network architecture. Designed RBAC matrix for user access control reducing prohibited actions by 21.7%. Conducted forensic and malware analysis, leading to patches for critical vulnerabilities. Coordinated deployment of JIRA-based Case Management System improving incident tracking efficiency by 44.2%. Delivered presentations to clients demonstrating Snowflake advantages.

Specialized in Kubernetes network with 2 years of experience implementing scalable microservices solutions. Skilled in CI/CD pipeline, autoscaling, security policies, geo-redundancy, backup and disaster recovery, monitoring, logging, storage, networking, and infrastructure as code. Improved customer experience through data analysis and correlation. Diagnosed problems using Node dump, trace, and network technology. Collaborated with backend R&D to test and provide solutions. Utilized ADP, DDC, Erlang for data aggregation and analysis. Monitored Kubernetes cluster alarms to mitigate network threats and reduce deployment failures by 80%. Implemented geo-redundancy and disaster recovery policies ensuring 99.9% system availability. Managed Kubernetes clusters resulting in 50% reduction in deployment time and 30% cost savings. Designed and implemented continuous deployment pipelines reducing deployment failures by 80%. Maintained confidentiality, integrity, and availability of systems.

Led efforts to resolve issues faced by enterprise customers using Microsoft Azure SQL database and related products, focusing on security and performance. Troubleshot customer operational processes. Optimized data warehouse performance including query and data loading. Delivered migration and backup guides improving client security posture by 25%. Reviewed customer logs and security policies such as EDR firewall policy and network. Monitored and categorized product issues, resolving challenges for over 20 clients. Assisted customers with migration and backup issues providing detailed plans and guidance. Proficient in PowerShell, CLI, T-SQL, firewall policy, and troubleshooting tools like Kusto, SSMS, Wireshark, and EDR.