Dipl.-Ing. Raoul Bhatia

Supervise 2 global DevOps teams. Manage vendor on ServiceGrid SaaS platform operations. Drive internal DevOps adoption and develop tools & best practices. Liaison between development, operations & cloud teams. Provide high-touch support for key SaaS offers. Build & operate clusters on AWS and internal labs. Excerpt: • Developed and facilitated DevOps roll-out plans for >700 engineers. • Increased IT & security compliance. • Reduced ServiceGrid platform and DevOps infrastructure cost by >$xxxk p.a.

Manage 10 engineers. Operate 40 SaaS platforms (public & on-premises). Coordinate incident, problem, change, availability, security, performance, and capacity management. Ensure 99,95% of service availability. Work with other departments to ensure high levels of customer satisfaction. Accomplishments (excerpt): • Increased customer satisfaction, by championing collaboration between Dev, Ops, and Support. • Migrated 14 customer-facing SaaS platforms to AWS, using PMI principles.

Provide senior systems management & 3rd level support for 40 ServiceGrid B2B ITSM SaaS platforms. Accomplishments (Excerpt): • Improved service automation and reusability, by using “Puppet” for configuration management. • Streamlined processes, by establishing best practices for systems administration.

Co-founded a successful web hosting provider. Responsible for 24/7 technical operations of servers and network. Responsible for incident, problem, change, availability, security, performance, and capacity management. Excerpt: • Co-founded and developed business from start-up to mid-6-figure sales annually. • Acquired & supported >2500 customers, including government, enterprise and private customers. • Engineered & operated highly available web hosting infrastructure across 3 data centers.

Responsible for programming new features and fixing defects for the company’s enterprise portal and content management products.

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