Technology Support & SRE Transformation Leader

Led production reliability and incident-management initiatives for newly launched digital account-opening applications. Partnered with Product, Engineering, and Business teams to reduce recurring customer-impacting incidents by approximately 25%.

Drove problem management and root-cause analysis for REST API and microservices issues. Built Splunk dashboards, anomaly detection, and predictive alerting with Splunk MLTK, contributing to an approximately 30% reduction in detection and resolution time.

Applied SLO/SLA-driven ITSM operating practices, supported VMware, PCF, and OpenShift modernization, and introduced Blue-Green and Canary deployments. Advanced automation and operational improvements that reduced manual effort by approximately 40%.

Served as Technical Lead and production SME for Visa Checkout, Visa Tokenization Service, Visa Direct, and Visa Multi-Channel Platform. Supported global issuers, merchants, processors, and wallet providers across high-volume payment platforms.

Led an eight-member engineering team and coordinated production support, technical execution, mentoring, incident management, problem management, and service-request delivery across application, infrastructure, database, and operations teams.

Diagnosed REST API and microservices integrations involving authentication, tokenization, payment processing, and transaction workflows. Implemented Splunk and Grafana observability solutions, supported VTS wallet integrations, and automated onboarding to support more than 25 issuers per day.

Led DECO platform improvements through application and operational optimization, doubling batch-processing throughput.

Drove CRS modernization initiatives across architecture, implementation, testing, and production readiness. Improved deployment reliability through QA and production deployment automation and standardized release practices.

Delivered end-to-end financial-services initiatives spanning scope definition, resource planning, stakeholder management, delivery coordination, testing, and production implementation.

Supported Charles Schwab 1099 tax-document download initiatives and deadline-sensitive production readiness. Led OFX server migration from Sun Solaris to Linux and supported DMZ Linux, load balancing, web-server modernization, and iPlanet-to-Apache migration activities.

Improved QA and production deployment practices through automation, testing and UAT coordination, and cross-functional delivery support.