Team & Shift Leadership: Manage a 24/7/365 structured support team, overseeing

Shift Leads and guiding L0/L1 engineers through complex ticket triage, SOP verification,
Ensure mandatory shift handovers are executed flawlessly to
specific stability issues across various systems, driving deep-dive Root Cause Analysis
(Incident & War Room Management: Act as the primary liaison with enterprise Major

Incident Management (MIM) and Level 2 Product Support Engineering (PSE) teams
SLA Governance: Ensure strict adherence to aggressive SLAs, driving a First Call

Agentic AI Collaboration (Maker-Checker): Collaborate with Virtusa's dedicated

authorize machine-executable scripts generated by the AI (Knowledge Scripting Service)
Identify toil, high-frequency manual tasks , and





undocumented 'tribal knowledge' to feed into the AI transition pipeline for future
Operational Leadership: 7+ years of experience leading shift-based IT operations,

L0/L1 support teams, and incident management.
~ Hands-on proficiency in basic API execution, SQL, MySQL, and

Oracle.

- Ruby, Python, Linux, and Shell Scripting.
- Experience utilizing centralized monitoring, log analysis,

and APM tools such as Splunk, Grafana, and Cosmos.
~ enterprise ITSM platforms like BMC Remedy and ServiceNow.
Work Experience

📌 Senior IT Software Developer (Bengaluru)
🏢 Virtusa
📍 Bengaluru