Shaik Hussain

Performance-driven Monitoring & Observability Manager with over 11 years of extensive experience leading production support, major incident management, and cloud operations across complex insurance and restaurant customer-faced enterprise environments. Proven track record of architecting and executing robust observability strategies using New Relic and Datadog to optimize system uptime, eliminate alert fatigue, and accelerate incident response. Adept at commanding high-severity incident triage (Sev1/Sev2), orchestrating cross-functional L1/L2/L3 support squads, and establishing operational governance in high-scale, Cloud-hosted microservices and containerized environments.

Monitoring & Observability Manager - Capgemini - Pune, India

(2021-01)

• Enterprise Observability Strategy: Architect and execute global enterprise monitoring strategies utilizing New Relic and Datadog across highly distributed, AWS-hosted microservices to sustain a 99.9% system uptime baseline.
• Alert Noise Optimization: Spearheaded a comprehensive threshold tuning and alert-refactoring initiative that successfully slashed false-positive alert noise by 30%, drastically improving signal quality and mitigating engineering alert fatigue.
• Incident Commander (Sev1/Sev2): Function as the primary incident leader for critical Sev1/Sev2 events, coordinating rapid-response triage across L1, L2, and L3 squads to accelerate service restoration and achieve a 20% reduction in MTTR.
• Dashboard Engineering & Metrics: Design and deploy high-visibility executive and operational dashboards mapping key business performance indicators, SLA conformance, and transaction paths to establish clear operational visibility.
• Cloud & Container Governance: Engineered full-stack telemetry and deep monitoring coverage for containerized workloads (Kubernetes), critical internal/external APIs, and core AWS cloud infrastructure to proactively catch degradations.
• Engineering Enablement & Mentorship: Establish institutional observability standards and mentor engineering cohorts on modern telemetry practices (MELT framework), OpenTelemetry (OTel) to embed operational readiness within the software development lifecycle.
• Continuous Improvement: Partner with business and engineering stakeholders to elevate the quality of post-incident reviews, driving technical root cause analysis (RCA) into actionable product backlogs to prevent recurring issues.

Senior Support Engineer – Production Support & Insurance Domain - Tata Consultancy Services (TCS)

(2014-01 - 2021-12)

• 24x7 Operations Management: Directed round-the-clock production support operations for mission-critical, high-transaction insurance platforms, securing business continuity and strict alignment with rigorous operational SLAs.
• Cloud Incident Triage: Led technical fault isolation, tier-3 escalation, and incident mitigation workflows within complex hybrid and AWS cloud environments utilizing Amazon EC2 and CloudWatch.
• Root Cause Analysis (RCA): Engineered a continuous improvement loop by authoring detailed post-incident technical briefs and root cause analysis reports, translating complex runtime failures into clear, actionable mitigation steps for engineering teams.
• Problem & Stability Management: Partnered closely with application development teams to review system failure patterns, driving code-level fixes and infrastructure enhancements that permanently reduced incident volumes.
• Stakeholder Relations: Optimized cross-functional alignment by serving as the core technical liaison between cross-functional support squads and enterprise insurance business leaders, managing technical status updates and business impact mapping during critical outages.

Bachelor of Commerce - Computers - Acharya Nagarjuna University