Career History

Work Experience

15+ years of progressive leadership in enterprise service delivery, platform engineering, and AI-enabled operations supporting global cloud-native SaaS platforms.

15+Years Experience

3,800+Engineering Repos Governed

MillionsDigital Experiences Delivered

3Cloud Platforms

Career Timeline

Professional History

Team Lead – Service Delivery - Platform Engineering & OperationsCloud Center of Excellence

Current

McGraw Hill

2018 — PresentRemote — New Jersey, USA

Lead Platform Engineering, IT Service Operations, and AI-driven engineering transformation initiatives supporting global cloud-native education platforms serving millions of users. Partner across Product, Engineering, Security, Cloud Infrastructure, Customer Success, and Executive Leadership to improve platform reliability, incident response, engineering productivity, software delivery, and customer experience through AI, automation, governance, and scalable operational systems.

Key Achievements

AI & Engineering Productivity
- Designed and operationalized AI-assisted engineering workflows using frontier Large Language Models (Anthropic Claude, OpenAI GPT, and Google Gemini) to automate incident timeline reconstruction, root cause analysis, operational documentation, and post-incident action tracking, significantly reducing manual investigation effort during major production incidents.
- Evaluated and integrated frontier AI models into engineering workflows, selecting the most appropriate model based on reasoning quality, context requirements, latency, cost, and operational use cases to maximize effectiveness and user experience.
- Designed AI-powered operational products that combined enterprise monitoring, observability, documentation, and engineering knowledge to accelerate incident triage, knowledge discovery, engineering decision support, and cross-functional collaboration.
- Developed reusable prompt libraries, system instructions, and standardized AI workflows, continuously refining outputs through engineering feedback to improve consistency, accuracy, and trust in AI-assisted operational processes.
- Reduced Mean Time to Resolution (MTTR) by streamlining incident investigations, eliminating repetitive manual analysis, and providing engineers with AI-generated operational context, probable causes, and recommended next steps during critical production events.
- Built AI-powered operational playbooks and knowledge workflows that standardized incident response, accelerated onboarding, strengthened organizational knowledge sharing, and enabled consistent engineering decision-making at enterprise scale.
IT Service Operations & Operational Excellence
- Established operational frameworks, governance models, and engineering operating rhythms that improved release planning, software delivery, deployment readiness, cross-functional collaboration, and operational execution.
- Led enterprise IT Service Management (ITSM) practices—including Incident Management, Major Incident Response, Problem Management, Change Management, and Operational Readiness—for mission-critical SaaS platforms serving millions of users.
- Directed cross-functional incident command during high-severity production events, leading engineering war rooms across Product, Engineering, Security, Cloud Infrastructure, Customer Success, and Executive Leadership to rapidly restore customer-facing services while maintaining transparent stakeholder communications.
- Led blameless post-incident reviews and root cause analyses, partnering with engineering teams to identify systemic improvements, prioritize corrective actions, and strengthen platform resilience.
- Developed executive operational dashboards providing real-time visibility into platform health, engineering throughput, deployment quality, incident trends, operational KPIs, customer impact, and compliance posture.
- Standardized operational readiness reviews, deployment governance, post-incident reviews, and cross-functional release coordination, improving release confidence while reducing operational risk across enterprise software delivery.
- Established engineering metrics enabling leadership to make data-driven decisions around platform reliability, software delivery, operational efficiency, incident response effectiveness, and engineering productivity.
- Championed a customer-first approach to operational excellence by balancing rapid service restoration with clear customer communications, business impact assessments, and continuous improvement initiatives that strengthened platform reliability and user trust.
Platform Reliability & Cloud Operations
- Directed operational readiness and release governance for enterprise SaaS platforms across AWS, Microsoft Azure, and Oracle Cloud Infrastructure, coordinating Engineering, Product, QA, Security, Infrastructure, and Customer Support organizations.
- Led platform reliability initiatives that improved service availability, deployment quality, operational resilience, and customer experience across globally distributed cloud environments.
- Partnered with Cloud Engineering teams to strengthen platform resiliency through proactive monitoring, observability, automation, incident prevention, capacity planning, and production readiness reviews.
- Established engineering operational standards that reduced operational risk, increased release confidence, and improved platform stability across enterprise cloud platforms.
Engineering Productivity & Developer Experience
- Designed and implemented an enterprise GitHub governance platform supporting 3,800+ engineering repositories, automating repository provisioning, compliance validation, CI/CD governance, and engineering standards across the organization.
- Eliminated manual engineering workflows through self-service automation integrated with GitHub Enterprise, ServiceNow, Slack, and Microsoft Teams, significantly improving developer productivity while reducing operational overhead.
- Automated CI/CD change management workflows that generated audit-ready ServiceNow evidence, substantially reducing manual compliance effort while strengthening SOC2 and SOX governance.
- Built scalable automation frameworks that standardized engineering operations, simplified platform administration, accelerated software delivery, and enabled engineering teams to focus on higher-value work.
Enterprise Transformation & Leadership
- Led enterprise transformation initiatives spanning AI adoption, cloud modernization, GitHub governance, DevOps transformation, CI/CD modernization, compliance automation, operational readiness, and platform reliability.
- Served as the operational bridge between Product, Engineering, Security, Cloud Infrastructure, Customer Success, and Executive Leadership, aligning technical execution with strategic business priorities.
- Influenced engineering best practices across globally distributed organizations by improving operational maturity, governance, collaboration, and execution consistency.
- Championed continuous improvement initiatives that increased engineering productivity, strengthened operational resilience, and enabled scalable enterprise growth.

Technologies

Anthropic ClaudeOpenAI GPT-4oGoogle GeminiIT Service ManagementMajor Incident ResponseAWSMicrosoft AzureOracle Cloud Infrastructure (OCI)KubernetesGitHub EnterpriseGitHub ActionsServiceNowPagerDutyJiraSlackMicrosoft TeamsPythonREST APIsCI/CDDevOpsInfrastructure Automation

Technical Service Delivery Manager - Cloud Platform Engineering and Site Reliability

McGraw Hill

2015 — 2018New Jersey, USA

Led the organization's transition from traditional infrastructure operations to modern cloud and DevOps practices, supporting enterprise SaaS applications serving millions of students and educators. Partnered with Engineering, Infrastructure, and Security teams to migrate mission-critical platforms from on-premises data centers to AWS, Microsoft Azure, and Oracle Cloud Infrastructure while improving platform reliability, operational efficiency, and service availability.

Key Achievements

- Led large-scale cloud migration initiatives moving enterprise applications and critical services from legacy data centers to AWS, Microsoft Azure, and Oracle Cloud Infrastructure as part of enterprise modernization programs.
- Partnered with Engineering, Infrastructure, Security, and Product teams to ensure seamless migration of customer-facing SaaS platforms supporting millions of users while minimizing operational risk and downtime.
- Established DevOps and operational excellence practices that improved deployment reliability, release quality, and engineering collaboration.
- Built automated operational workflows that reduced manual effort, accelerated deployments, and improved engineering productivity.
- Implemented enterprise monitoring, alerting, and operational dashboards that increased platform visibility and enabled proactive incident detection.
- Strengthened platform reliability and availability through standardized operational procedures, production readiness reviews, and resilient support models.
- Introduced ITIL-aligned incident, change, and problem management processes while modernizing engineering operations to support cloud-native delivery.
- Collaborated with Security teams to improve cloud governance, operational controls, and service resilience across enterprise platforms.
- Developed operational metrics and executive dashboards measuring platform health, service availability, deployment success, incident trends, and engineering performance.
- Managed strategic vendor relationships and enterprise tooling supporting cloud infrastructure, monitoring, DevOps, and service management capabilities.

Technologies

AWSMicrosoft AzureOracle Cloud Infrastructure (OCI)DevOpsCI/CDServiceNowPagerDutyJiraConfluenceITILMonitoring & ObservabilityInfrastructure Automation

Middleware Administrator / Middleware Technical Operations

McGraw Hill

2011 — 2015New Jersey, USA

Built, deployed, and supported middleware platforms powering enterprise education applications. Managed middleware infrastructure, application deployments, production monitoring, and platform operations to ensure high availability, resiliency, and reliable application performance across mission-critical environments.

Key Achievements

- Built, configured, and deployed middleware components supporting enterprise education platforms and business-critical applications.
- Administered middleware environments, ensuring application availability, platform stability, and reliable production operations.
- Monitored production environments and proactively identified performance issues, reducing downtime through early detection and rapid incident response.
- Supported platform resiliency through health monitoring, failover validation, capacity planning, and operational best practices.
- Collaborated with development teams to deploy application releases, troubleshoot production issues, and improve deployment reliability.
- Implemented automation scripts that reduced repetitive operational tasks and improved deployment efficiency.
- Developed monitoring, alerting, and operational support procedures that strengthened platform reliability and service availability.
- Participated in 24×7 production support and incident response, helping maintain uptime for customer-facing education services.
- Contributed to continuous improvement initiatives that enhanced operational processes, system performance, and engineering collaboration.

Technologies

IBM WebSphereOracle WebLogicApache TomcatLinuxUNIXShell ScriptingJavaApache HTTP ServerMonitoring & AlertingMiddleware AdministrationApplication DeploymentProduction Support