• Team lead for Problem Management team Support & Maintain AT&T shop website & improve customer experience by measuring, monitoring availability, latency & overall system health. • Develop & Analyze signals in Dynatrace & IBM Tealeaf tools for user activity, error condition, client-side performance timing measurements. • Troubleshoot end-user reported problems, thoroughly and accurately documenting problem in trouble management tool. • Production Defect triaging including Severity aliment based on customer volume impact, analyzing the logs, providing the RCA (root cause analysis) for technical issues & finding the right team to mitigate the issue. • Monitor and report on service level objectives for a given applications services. • Automate system health check and overview dashboard. • Work with business and product owners to establish key performance indicators. • Coordinate with the business and IT teams to enables slating for the work items as Hot Fix/ Daily release/ Specific Release in line Digital Enterprise SLA’s. • Triage incidents and engage the relevant development teams on call to mitigate the high priority and outages issues. Send out incident notification for leadership and update timely manner until resolved. • Manage on-call rotations and provide inputs to team and partners to sustain SLAs.