• Resolved complex CI CD pipeline failures involving Docker, Kubernetes, authentication systems, self-hosted runners, caching strategies, and build performance optimization

• Managed high-severity enterprise escalations, partnering directly with engineering to diagnose root causes and implement durable fixes

• Analyzed logs, infrastructure configurations, and deployment workflows to identify systemic failure patterns and reduce repeat incidents

• Improved documentation and internal processes to strengthen customer self-service and accelerate resolution time

• Partnered with enterprise development teams to improve pipeline reliability and deployment performance

• Designed user experience flows and interactive prototypes for web and mobile applications

• Conducted user research and usability testing to inform product improvements

• Applied structured design thinking methodology to improve clarity and usability

• Led development of an internal AI-driven support platform to streamline case resolution workflows

• Gathered customer and stakeholder feedback to improve usability and internal adoption

• Coordinated cross-functional engineering and operations teams to deliver tooling improvements

• Led support operations impacting 3000 plus internal developers across mobile CI systems

• Coordinated high-severity incident response across engineering and operations teams

• Built structured onboarding documentation to reduce ramp time for new hires

• Reduced recurring escalations through disciplined root cause analysis and cross-team alignment

• Provided technical support for IoT-enabled smart metering systems across commercial deployments

• Diagnosed hardware and software integration issues in collaboration with engineering teams

• Improved troubleshooting documentation and escalation workflows to reduce repeat incidents