DevOps / SRE & Platform Engineering • 24×7 Operations Leadership

DevOps / SRE & Platform Engineering — Directing 24×7 Command Center & building resilient systems that scale.

DevOps / SRE and Platform Engineering professional with experience across cloud infrastructure, production operations, reliability engineering, observability, automation, and technical leadership. Hands-on experience across AWS, Azure, and GCP environments, managed Kubernetes (AKS/GKE), Terraform, Python, Go, Linux, Dynatrace, Grafana, Prometheus, and OpenTelemetry. Leading a 10-engineer 24×7 operations team supporting highly regulated digital platforms serving 7M+ end users with a 20% MTTR reduction, 30% fewer repeat incidents, and SLA improvement.

📍 Hyderabad, India ✉️ Sarkarbikram90@gmail.com 📞 +91 98325-92492 🌐 bikramsarkar.space 💬 WhatsApp
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Bikram Sarkar - DevOps / SRE & Platform Engineering
DevOps / SRE & Operations
7M+
End Users Served (Regulated US Utility)
60%→95%
SLA Achievement Improvement
20%
MTTR Reduction via Structured Triage
10
Engineers Led in 24×7 Command Center
30%
Repeat Incident Reduction via RCA
3,000+
Daily AutoSys Batch Jobs Monitored

I didn't begin my career sitting comfortably behind abstractions. I began on the frontline solving mission-critical operational challenges — moving progressively from enterprise service desk operations to infrastructure monitoring, L3 escalations, Sev-1/Sev-2 incident command, and 24×7 Command Center leadership.

That 13+ year trajectory gave me something invaluable: a deep, battle-tested understanding of how complex distributed systems fail in production.

Whether directing major incident bridge calls across interdependent infrastructure towers, tuning JVM garbage collection bottlenecks, triaging Kubernetes pod crashes, or architecting governed Human-in-the-Loop AI incident triage POCs — my philosophy is centered on operational rigor, eliminating manual toil, and protecting customer trust.

Professional Experience

Career Experience

13+ years of progressive leadership — directing 24×7 production support, major incident command, and engineering automation for multi-million-user mission-critical platforms.

Apr 2023 – Present
Technical Lead – Command Center & Production Support
Resolve Tech Solutions 24×7 Offshore Delivery

Directing 24×7 operations for a US-based highly regulated utility client (gas & electricity) serving approximately 7M customers; bridging IT Engineering and Business Leadership. Single accountable offshore leader for Tier 1/Tier 2 digital platform availability, Sev-1/Sev-2 incident command, cross-tower escalation, and executive stakeholder management.

Operational Leadership & Governance
  • Provide single-point offshore leadership for 24×7 production support across Tier 1/Tier 2 digital platforms (customer portals, payment APIs, outage tracker, call-center applications); own delivery outcomes for availability, performance, stability and SLA adherence.
  • Lead and develop a 10-engineer Hyderabad team across rotational shifts; drive skill development, knowledge depth and cross-training; optimize shift coverage and support readiness; reduced engineer onboarding from 4 weeks to 7 days through structured knowledge management.
  • Establish and enforce consistent operational governance, support standards and escalation protocols; improved SLA achievement from 60% to 95% through data-driven decision-making across interdependent support towers.
  • Serve as primary offshore interface for onshore US client leaders, product teams and vendors; deliver daily, monthly and quarterly operational reviews and executive reporting; honored with the "Client Whisperer" Award for client relationship excellence.
Incident & Problem Management
  • Act as primary authority for Sev-1/Sev-2 incidents: lead stakeholder bridge calls, cross-tower coordination (infrastructure, security, network, vendors, application teams) and executive communications with clear, concise situation reports.
  • Coordinate response to 700+ monitoring alerts/day and 30+ monthly incidents, including 6–7 Sev-1/Sev-2 events; reduced MTTR by 20% through structured triage and bridge discipline.
  • Ensure robust RCA and problem management: facilitate blameless postmortems, drive preventive remediation to closure, and reduce repeat incidents by 30% through trend analysis and proactive risk identification.
Java & Digital Platform Production Support
  • Direct Tier 1/Tier 2 support for Java-based microservices and customer-facing web portals; use Dynatrace APM to monitor JVM health, analyze Java stack traces, identify memory/GC bottlenecks and connection-pool exhaustion, and coordinate hotfixes/rollbacks with application engineering teams.
  • Monitor API health checks and payment transaction success rates to maintain seamless digital customer experiences.
Kubernetes Operations & Monitoring
  • Monitor managed AKS and GKE cluster health across production and non-production environments, covering node readiness, pod status, deployment availability, container restarts, namespace health and CPU/memory utilization.
  • Perform initial L1 Kubernetes alert validation by reviewing pod conditions, restart counts, Kubernetes events, container telemetry and deployment status; identify conditions including CrashLoopBackOff, ImagePullBackOff, Pending pods, OOMKilled containers, failed health probes and unavailable replicas.
AI, Automation & Continuous Improvement
  • Champion AI- and automation-led L2 improvements: architected a governed Human-in-the-Loop AI incident triage POC (LLM log analysis, SOP-driven runbooks, L2/L3 approvals, audit traceability) to reduce manual triage at scale.
  • Led requirements and UAT for MS Teams ChatOps bots enabling self-service incident/task creation, deflecting repetitive L1/L2 work; designed conditional ServiceNow reporting workflows with automated scheduled delivery, eliminating 5+ hours/week of manual aggregation.
  • Partner with engineering and SRE teams on incident prevention and self-healing capabilities; oversee monitoring for 3,000+ daily AutoSys batch jobs; coordinate Windows/Linux patching, service validation and CAB change activities.
Aug 2020 – Mar 2023
Senior Engineer – Infrastructure Monitoring, Incident & Change Management
Wisemen Consulting
  • Managed enterprise infrastructure monitoring across multi-cloud environments and served as the escalation point for L2 infrastructure issues.
  • Developed Python automation for log parsing and operational reporting, improving visibility into system health trends; led incident response, change management and RCA & preventive remediation.
Aug 2019 – Aug 2020
Technical Support – Enterprise Hardware Diagnostics
Dell Technologies
  • Provided enterprise hardware/software diagnostics and automated recurring troubleshooting workflows.
  • Earned Customer Champion recognition (Spot Recognition for resolving chronic enterprise escalations).
Mar 2013 – Aug 2019
Service Desk Analyst – Global BPO Operations
Wipro Technologies
  • Managed L1/L2 ITSM operations in a global enterprise/BPO environment covering incident triage, escalation, and resolution.
  • Progressively owned automation and process-improvement initiatives and earned ENU Excellence recognition (Jan 2019) for contributions to a large-scale Windows 10 enterprise migration.
Jun 2012 – Feb 2013
Front Desk Executive
Smart Tech Solutions (Sony Service Center)
  • Managed high-volume customer escalations and coordinated service-request resolution directly with technical repair and diagnostics teams.
Engineering Portfolio

Independent Systems & Tools

Personal R&D built outside work hours to deepen systems engineering, cloud architecture, and AI-assisted operations.

AI Infrastructure & GPU FinOps

Airun-profiler

AI performance engineering infrastructure and GPU FinOps project focused on performance and cost signals.

Python Rust AIOps GPU FinOps
View on GitHub
Kubernetes & ML Observability

ObsygnalPulse

AI-driven observability prototype correlating GPU metrics with Kubernetes pod health for ML workloads.

Python Kubernetes GPU Metrics Observability
View on GitHub
Governed AIOps

HITL Incident Triage Platform

Governed AIOps POC using LLMs to analyze incident logs and propose runbooks through a Human-in-the-Loop approval state machine.

Python Streamlit LLMs HITL
View Live Demo
Distributed Systems

Barnacles

Fault-tolerant distributed log aggregation engine exploring high-throughput streaming, backpressure handling and Kafka/ELK-class observability mechanics.

Go Kafka Streaming Observability
View on GitHub
Platform Engineering

FlowForge

Distributed workflow orchestrator implementing the Transactional Outbox pattern for reliable asynchronous task execution.

Rust Tokio NATS JetStream Outbox Pattern
View on GitHub
Secure AI & Privacy

OpenNoteBook

Local-first RAG application for secure querying of private documents without third-party API data egress.

Python RAG Local LLMs Privacy
View on GitHub
ML Infrastructure

Synthetic Data Generator

Generates realistic synthetic incident alert datasets to accelerate machine learning anomaly detection model training and IT alert correlation testing without manual toil.

Python Streamlit ML Alert Correlation
Try Live Prototype
Incident Observability

AI Incident Investigation Copilot

Correlates distributed logs, metrics, and traces to accelerate Root Cause Analysis (RCA) and reduce MTTR during high-severity enterprise incident triage.

Python Streamlit RAG AIOps
Try Live Prototype
Self-Healing SRE

ML Self-Healing (HITL)

Machine Learning prototype for automated runbook execution with Human-in-the-Loop confidence thresholds, enabling safe auto-remediation of recurring production anomalies.

Python Automation SRE HITL
Try Live Prototype
Core Competencies

Technical Skills & Expertise

Comprehensive production support, incident command, cloud infrastructure, and AI engineering capabilities.

Cloud & Platform

AWS Azure GCP Hybrid Cloud Linux / RHEL Windows Server Managed Kubernetes Cloud SQL Oracle MSSQL

Kubernetes & Containers

Kubernetes AKS GKE Docker kubectl Pods & Nodes Deployments Health Probes Container Logs Resource Management Production Troubleshooting CrashLoopBackOff ImagePullBackOff Pending & OOMKilled Triage

Infrastructure as Code & Automation

Terraform Python Go Rust Bash REST APIs JSON / YAML Runbook Automation MS Teams ChatOps Bots ServiceNow Automated Workflows

Observability & Reliability

Dynatrace (RUM, Synthetic, APM) Grafana Prometheus OpenTelemetry Azure Monitor CloudWatch GCP Cloud Monitoring LogicMonitor NNMi SLI / SLO Practices Error Budgets DR / BCP Operational Toil Reduction

DevOps & ITSM Governance

CI / CD GitHub Actions ServiceNow Major Incident Management Problem Management Change / CAB RCA & Blameless Postmortems SLA / OLA Management ITIL Framework

AI & AIOps

Governed AIOps LLM Integration Intelligent Incident Triage Event Correlation Human-in-the-Loop Automation Responsible AI

Application & Platform Support

Java Production Support JVM Health & Stack-Trace Analysis Connection-Pool Exhaustion Web, Mobile & API Platforms SAP CRM Genesys Contact Center Outage Tracker AutoSys Batch Scheduling

Technical Leadership

24×7 Operations Leadership Technical Team Leadership (10 Engineers) Executive Communication Vendor Management Cross-functional Collaboration Crisis Communication Knowledge Management
Recognition

Honors & Awards

Recognized by client executives, business sponsors, and organizational leadership for operational excellence and stakeholder trust.

🏆

Client Whisperer Award

Resolve Tech Solutions • Jul 2025

Honored for exceptional executive stakeholder management, bridging IT engineering and business leadership, and establishing trust with US regulated utility client executives for 7M+ customers.

⭐

Customer Champion Award

Dell Technologies • Mar 2020

Spot Recognition awarded by Director-level leadership for resolving chronic enterprise customer escalations and automating recurring diagnostic troubleshooting workflows.

🎖️

ENU Excellence Award

Wipro Technologies • Jan 2019

Recognized for outstanding operational contributions, workflow automation, and support execution during a massive enterprise Windows 10 migration program.

Continuous Learning

Certifications & Professional Development

Industry-recognized credentials in cloud machine learning, observability, platform reliability, and ongoing specialization in cloud-native container orchestration.

Certified Kubernetes Administrator (CKA) In Preparation
Actively preparing for the Linux Foundation & Cloud Native Computing Foundation (CNCF) Certified Kubernetes Administrator examination — advancing hands-on expertise in production-grade cluster architecture, multi-node networking, ingress controllers, persistent storage management, troubleshooting, and enterprise security hardening.
Linux Foundation & Cloud Native Computing Foundation (CNCF)
Professional Machine Learning Engineer
Google Cloud Certified
Dynatrace Verified — Essentials
Dynatrace
Apache Kafka Fundamentals
Confluent
Developing a Google SRE Culture
Coursera
Observability for Platform Engineering
Platformengineering.org
Postgraduate Program in DevOps
Simplilearn
Kubernetes Administration
Udemy
The Cybersecurity Threat Landscape
LinkedIn
Academic Foundations

Education

Formal academic education in computer applications, distributed software systems, and commercial analytical disciplines.

🎓

Master of Computer Applications (MCA)

University of Mysore

Postgraduate curriculum specializing in advanced software engineering, distributed database management, object-oriented systems design, and enterprise computing architectures.

🎓

Bachelor of Commerce (B.Com)

University of North Bengal

Undergraduate degree establishing foundational analytical thinking, quantitative reasoning, and business operational principles.

Let's Build Something Resilient

I'm always open to discussing DevOps / SRE, Platform Engineering, Kubernetes infrastructure, Observability architectures, and 24×7 high-availability operations.

🌐
Website
bikramsarkar.space
📧
Email
Sarkarbikram90@gmail.com
📱
Phone & WhatsApp
+91 98325-92492
📍
Location
Hyderabad, India
Email Me Directly WhatsApp LinkedIn GitHub Download Resume (PDF)