Shashank Tiwari

14+ years of Exp ,Provide leadership and accountability for the overall performance of the multi-shift L1, L2, and L3 cloud operation engineers/support team. Track goals, performance, growth and provide necessary training and mentoring to the team. Participate in monthly/quarterly activity and performance reviews with clients and propose solutions to ensure successful & timely delivery of the projects in accordance with Service Level Agreements (SLA’s) Track and optimize the cost of infrastructure and operations Articulate the offering and work with the sales team in reaching out to potential prospects to design & present solutions using Cloud technologies Build new capabilities - Database Administration, Azure, AEM Ops. Identify the required skill set and build a team Set-up delivery processes, team, trackers, tools, reports, dashboards, etc. and publish up-to-date platform status and performance (uptime, latency, etc.) to stakeholders Ensures proper maintenance and administration of ticketing platforms, solutions, and knowledge management best practices are followed to continually improve service desk performance in alignment with ITSM, Agile, and other emerging development methodologies Help manage the resolution of urgent incidents in accordance with defined SLA management processes to restore services as quickly as possible. Innovate and actively look for improvements in overall infrastructure