Curriculum Vitae
Site Reliability Engineer specializing in ITRS Geneos monitoring, enterprise financial infrastructure, and 24/7 operations excellence
Professional Summary
Site Reliability Engineer with 7+ years of experience delivering enterprise-grade support, real-time monitoring, and infrastructure management across global financial institutions. Specialized in ITRS Geneos and observability platforms, with hands-on expertise in incident response, root cause analysis, and automation.
Proven track record in managing multi-client NOC operations, driving uptime and SLA compliance, and training partner teams in complex monitoring environments. Currently serving as Managed Services Consultant at ITRS (PHIL) INC, supporting Bank Of America & Sands Group with mission-critical financial infrastructure.
Professional Experience
Managed Services Consultant
ITRS (PHIL) INC
June 2025 - Present
- Financial Infrastructure Management: Monitor, maintain, and optimize ITRS Geneos environments across mission-critical financial infrastructure ensuring 99.99% uptime SLA compliance
- Client Support Excellence: Handle complex client tickets and queries, providing end-to-end support from incident restoration to advanced configuration requests with average resolution time under 15 minutes
- Root Cause Analysis & Documentation: Perform comprehensive RCA for recurring incidents, implement permanent fixes, and maintain centralized knowledge base with 500+ documented solutions
- Global Team Collaboration: Work seamlessly with onsite teams in Singapore and Mumbai to deliver high-quality project work including Geneos upgrades, enhancements, and configuration deployments
- Technical Solution Delivery: Deliver solutions following ITIL standards, supporting both Linux/Windows environments, Oracle database integration using SQL, and maintaining 98% client satisfaction ratings
- Process Improvement: Lead continuous service improvement initiatives, identifying monitoring gaps and implementing automation solutions that reduced manual tasks by 40%
Site Reliability Engineer - Team Lead
Together Labs LLC. (IMVU-USA)
June 2022 - June 2025
- Production System Management: Managed MySQL databases, L2/L3 networks, and GNU/Linux systems ensuring 99.99% uptime for 3M+ active gaming users
- Performance Optimization: Resolved critical performance bottlenecks and service deficiencies, improving application response time by 35% through database optimization and caching strategies
- Incident Management Leadership: Led post-mortem analyses, implemented RCA findings, and reduced mean time to recovery (MTTR) from 45 minutes to 12 minutes
- Documentation & Knowledge Management: Created comprehensive process documentation using Atlassian Confluence, resulting in 60% faster onboarding for new team members
- Agile Operations: Led Scrum practices including stand-ups, sprint planning, and retrospectives, achieving 95% sprint goal completion rate
- Cloud Infrastructure: Managed AWS cloud infrastructure and Cloudflare CDN, optimizing costs by 30% while improving global performance
- 24/7 Operations: Established efficient on-call rotations and schedules, maintaining continuous coverage across global time zones
Managed Services Lead
Mobile Technologies - Dubai, UAE
January 2022 - June 2022
- Multi-Client Management: Successfully led managed services for Smart Communications Philippines and 11 other telecom companies across APAC and EMEA regions
- ITIL Process Implementation: Managed incident, problem, and change management processes, achieving 99.2% SLA compliance across all clients
- Performance Analysis: Conducted detailed AWR analysis for Oracle databases, identifying and resolving performance bottlenecks that improved query response times by 45%
- Multi-Cloud Support: Provided expert support for Azure, AWS, and Google Cloud platforms, managing hybrid cloud environments for telecommunications infrastructure
- 24/7 Global Operations: Maintained round-the-clock support coverage, personally handling critical escalations and achieving 15-minute average response time for P1 incidents
Monitoring & Infrastructure Support
Mobile Technologies - Dubai, UAE
July 2021 - December 2021
- Azure Administration: Managed Microsoft Azure environments as Associate Administrator, handling VM deployments, network configurations, and security policies
- Hybrid Infrastructure: Administered both Linux and Windows server environments, ensuring seamless integration and optimal performance across mixed platforms
- Network Operations: Provided VPN support and LAN/WAN management, maintaining network uptime of 99.8% across multiple geographic locations
- Database Administration: Managed MySQL and Oracle TNS databases, performing regular maintenance, backup procedures, and performance tuning
- Monitoring Excellence: Implemented comprehensive Zabbix monitoring and Dynatrace APM solutions, reducing incident detection time by 70%
Production Support & Change Manager
Allianz PNB
January 2021 - July 2021
- Production Environment Management: Maintained critical production servers supporting insurance operations, ensuring zero downtime during business hours
- Mobile Application Deployment: Managed Android APK deployments in production environments, implementing CI/CD processes that reduced deployment time by 50%
- Application Server Administration: Administered TOMCAT servers and implemented ITIL-compliant change management processes
- Cloud Integration: Supported AWS and Azure cloud services integration, facilitating hybrid cloud adoption for enterprise applications
- DevOps Collaboration: Integrated Atlassian tools (Jira, Bitbucket, Confluence) creating streamlined development and operations workflows
Managed Services Consultant
ITRS (PHIL) INC
June 2017 - January 2021
- Multi-Client Financial Support: Simultaneously supported 4 major financial institutions (Citi Bank, CLSA Hong Kong, Standard Chartered Bank, NSE India) with 24/7 monitoring services
- ITRS Geneos Expertise: Specialized in Geneos application monitoring, creating custom rules, dashboards, and alerting mechanisms for trading and banking systems
- Ticketing System Mastery: Managed complex incidents through ServiceNow, Remedy, and HP Service Manager, maintaining 95% first-call resolution rate
- Infrastructure Monitoring: Provided comprehensive Linux/Windows server support and Citrix administration for critical financial trading environments
- SLA Excellence: Consistently exceeded SLA requirements with 99.5% uptime across all monitored financial systems
- Global Operations: Worked across multiple time zones to provide seamless 24/7 support coverage for international financial markets
Education
Bachelor of Science, Major in Computer Science
Lyceum of the Philippines University – Cavite
2013 - 2017
Top Certifications
SRE Fundamentals with Google
Google Cloud November 2024
Certified Lean Six Sigma Yellow Belt (CLSSYB)
Six Sigma Institute December 2022
Professional Scrum Master (PSM)
Scrum.org November 2022
ITIL V3 Foundation
AXELOS August 2017
Certified IBM IT Support
IBM April 2023
Microsoft Azure Associate Administrator
Microsoft February 2022
Technical Skills
🔧 Site Reliability Engineering
📊 Monitoring & Observability
🐧 Systems Administration
☁️ Cloud & Infrastructure
🔄 Process & Management
🤖 AI/ML & Automation
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