Santhosh M

ITIL-certified NOC Engineer with 6+ years of experience managing 24/7 global IT operations across network, infrastructure, and AWS cloud environment. Proven expertise in incident management, real-time monitoring, SLA adherence, and operational excellence. Reduced MTTR by 35% and improved system availability by 20% through proactive monitoring, RCA, and process optimization.

Sr. CloudOps Engineer - Carelon Global Solutions LLC - Hyderabad, India

(2023-03 - 2025-07)

Part of 9 member AWS CloudOps Team supporting 16*5 of 3 AWS enterprise Accounts and Datacenter Operations team.

• Directed P1/P2 major incident response, ensuring rapid service restoration and reducing MTTR by 30%.
• Facilitated executive bridge calls, stakeholder communications, and cross-functional resolution during critical outages.
• Conducted Root Cause Analysis (RCA) and Post-Incident Reviews (PIR), reducing repeat incidents by 25%.
• Improved service availability by 20% through enhanced monitoring, alerting, and ITIL process optimization.
• Delivered SLA/KPI dashboards, incident trend analysis, and operational reports to senior leadership.
• Led disaster recovery exercises, patching, and resilience initiatives across cloud environments.

Cloud Ops Lead (Taylor & Francis) - Innoitus Systems - Bengaluru, India

(2019-02 - 2019-08)

Managed a 12-member CloudOps and DevOps team supporting AWS infrastructure and business-critical applications.

• Led incident response, escalation management, and service restoration for production environments.
• Partnered with engineering and product teams to ensure SLA compliance, platform stability, and operational readiness.
• Conducted RCA, vendor coordination, SSL lifecycle management, and operational risk mitigation.
• Achieved $60K in cloud cost savings through resource optimization and lifecycle management.
• Produced service performance, availability, and forecasting reports for leadership review.

Sr.IT Ops Center Analyst – Global Network Operations Center (GNOC) - Computer Associates - Hyderabad, India

(2014-06 - 2018-12)

Led a 15-member team (Shift Lead) delivering 24x7 L1/L2 infrastructure and operations support across global regions.

• Managed major incidents involving 4,000+ servers, 1,500+ network devices, and 300+ enterprise applications.
• Served as bridge call coordinator for P1 incidents, providing executive updates and ensuring timely resolution.
• Oversaw incident escalation, vendor coordination, RCA, and service restoration activities.
• Improved operational efficiency through process enhancements, automation, SOP optimization, and team capability development.

Master of Technology - Electrical Power Systems - Jawaharlal Nehru Technological University

Bachelor of Technology - Electrical and Electronics Engg - Pondicherry Central University