- Incident Management & Process Improvement: Proactively troubleshot and triaged high-priority technical incidents, implementing process improvements that enhanced response times and system stability. Monitored application health using Dynatrace and AppInsight to preemptively identify and resolve potential issues.

- AI-Powered Workflow Automation: Initiated the prototyping and implementation of a Gemini zero-shot classification AI to intelligently automate the email triaging workflow, reducing manual sorting and accelerating issue resolution.

- Automated Reporting & Analytics: Designed and automated operational reports using Dynatrace and Excel, eliminating manual tasks and providing real-time visibility into system performance.

- Data Pipeline Development & Automation: Engineered a serverless data pipeline using AWS Lambda and Python to automate the ETL of incident data from PagerDuty, generating and distributing PDF visualizations.

- BI & Dashboard Development: Developed compelling product and operational health dashboards in Dynatrace, translating complex datasets from SQL Server and BigQuery into actionable insights.

- Model Evaluation & Refinement: Critically assessed AI-generated content to enhance the performance, safety, and utility of large language models (LLMs).

- Technical Content Curation: Developed, validated, and proofread Python and SQL code snippets designed to train models on data analysis and visualization tasks.

- Factual & Safety Auditing: Methodically fact-checked model outputs to identify and correct inaccuracies, ensuring the reliability of training data.

- ServiceNow Platform Management: Administered the ServiceNow environment, managing user licenses and developing custom dashboards and reports.

- Process Automation & Development: Utilized ServiceNow scripting (GlideRecord) to automate manual tasks and streamline data upload processes.

- Global Incident Management: Provided expert-level technical and operational support to a global customer base across APAC, UK, and US regions.

- Knowledge Management: Authored and maintained technical documentation and knowledge base articles.

- Data Engineering & Infrastructure: Engineered and managed an in-house big data infrastructure using Cloudera, AWS, and MongoDB.

- Agile Leadership & Delivery: Acted as Scrum Master, facilitating agile ceremonies and documenting user stories and acceptance criteria in Rally.