Back to Portfolio Overview

Progyan Sharma

Principal DevOps Analyst (Production SRE & Service Owner)

Greater Chicago Area, IL
469.258.3038
progyansharma@gmail.com
linkedin.com/in/progyansharma

Professional Summary

Results-oriented Site Reliability and Production Operations professional with 20+ years supporting high-availability transaction, payment, billing, collections, credit, and financial operations platforms in complex enterprise environments. Proven expertise in 24x7 production support, Tier 2/Tier 3 incident management, observability, automation, post-migration stabilization, and compliance-driven operations. Strong background using Splunk, PagerDuty, Python, Shell, AWS, CI/CD, and incident playbooks to improve detection, recovery, operational readiness, and system stability. Experienced coordinating across engineering, vendors, banks, payment gateways, and globally distributed teams to resolve production issues and sustain resilient platform operations.

Technical Skills

Production Operations & SRE
24x7 Support, Service Stability, Post-Migration Stabilization, Release Readiness, Production Health, Service Ownership
Payments & Financial Platforms
Billing, Payments, Collections, A/R, Credit, CyberSource, ACH, Lockbox, Amdocs Enabler CES 8.1, Amdocs Ensemble
Cloud & DevOps
AWS (Certified Solutions Architect & SysOps), OpenShift, Kubernetes, Jenkins, GitLab, GitHub, CI/CD Hardening
Observability & Telemetry
Splunk (Dashboards, Alerting, SPL), PagerDuty, RCA, SLI/SLO Monitoring, Dynatrace
Incident & Service Management
Tier 2/Tier 3 Support, Incident Response, Problem Management, Runbook/Playbook Standardization, SLA Governance, MTTR Reduction
Automation & Integration
Python, Shell Scripting, Node.js, Kafka, SQL/PL-SQL, REST APIs, Java
Compliance & Governance
SOX, PCI-DSS, NACHA, Visa / Mastercard Change Readiness, IT Audits, Revenue Assurance
AI & Emerging Workflows
AI-assisted development (Codex, Claude Code), Agentic AI Workflows, Anomaly Detection Pipelines
Databases & Platforms
Oracle, MongoDB, Enterprise Linux (RedHat), Windows

Awards & Innovations

Honorable Mention — T-Mobile Disrupt-A-Thon Episode 2 (2026)

Architected and developed an agentic AI prototype for automated billing-anomaly detection and resolution, leveraging intelligent pattern clustering and self-healing workflow automation to mitigate billing errors.

Key Achievements

Platform Migration & Stabilization

Supported migration of a 5M+ customer billing environment from Amdocs Ensemble to Enabler CES 8.1; stabilized post-migration operations and led reconciliation to safeguard billing accuracy.

Payment Ecosystem Support

Coordinated with payment gateways, banking partners, and vendors to resolve transaction exceptions and support compliance changes across card, ACH, and lockbox workflows.

Observability & Incident Readiness

Implemented Splunk monitoring dashboards, PagerDuty alerting, and standardized incident playbooks to improve issue detection, response consistency, and MTTR.

Operational Automation

Designed Python and Shell automation to reduce manual toil by 40+ hours per week across billing, reconciliation, and production support workflows.

Professional Experience

Principal DevOps Analyst (Production SRE & Service Owner)
T-Mobile (formerly US Cellular Systems), Greater Chicago Area, IL
Dec 2024 – Present
  • Contribute to migration strategy for the US Cellular to T-Mobile billing consolidation covering 3.5M subscribers across customer, payment, and payment-history data domains.
  • Act as production service owner for payment, collections, credit, and financial operations platforms, ensuring end-to-end stability, performance, and compliance.
  • Lead reliability and automation initiatives that improve deployment stability, reduce MTTR, and enhance observability using Splunk and PagerDuty.
  • Define alerting thresholds, service-health dashboards, and production readiness criteria aligned to SLI/SLO practices, improving detection and escalation consistency for critical payment workflows.
  • Support and troubleshoot services deployed on OpenShift (Kubernetes) during incident response, and harden Jenkins CI/CD pipelines as part of release readiness and deployment-risk reviews.
  • Lead Tier 2/Tier 3 incident response and escalation management for critical payment and billing platforms; develop and standardize incident response playbooks for EOD, collections, payments, and AR journaling workflows.
  • Coordinate with payment gateways, banking partners, and third-party vendors to investigate production issues, resolve transaction exceptions, and support compliance-driven changes across card, ACH, and lockbox workflows.
  • Represent the platform in cross-functional reviews, assessing solution designs, release artifacts, and production readiness criteria to mitigate deployment risk and improve release quality.
  • Develop Python and Shell automation to eliminate repetitive toil, improve reconciliation workflows, and accelerate operational response.
Lead / Senior DevOps Analyst
T-Mobile / US Cellular, Greater Chicago Area, IL
Dec 2016 – Dec 2024
  • Governed platform observability and reliability using Splunk dashboards, CI/CD improvements, and automated alerting across billing and payment systems.
  • Automated and enhanced platform processes, reducing operational workload by 40+ hours/week and improving response time.
  • Acted as SME for Amdocs Enabler CES 8.1, driving modernization, root cause analysis, and reliability initiatives.
  • Led reconciliation support for 5M+ customers, ensuring billing accuracy and production stability.
  • Worked in Agile environments supporting release readiness, validation, and monitoring of production-impacting changes using Jira, Confluence, and SharePoint.
Senior Technical SME
US Cellular, Greater Chicago Area, IL
Oct 2015 – Dec 2016
  • Joined US Cellular to support stabilization of the post-migration Enabler CES 8.1 environment, helping resolve incidents, validate billing integrity, and strengthen operational readiness after cutover.
Tech Manager / Billing SME
Tech Mahindra Americas Inc. (Clients: US Cellular / AT&T), USA
2012 – 2015
  • On assignment to US Cellular as Tech Lead / Billing SME (Jun 2013 – Nov 2014), supported the migration from Amdocs Ensemble to Enabler CES 8.1, driving migration readiness, defect triage, reconciliation support, and billing accuracy.
  • Served as onsite test lead for AT&T Enterprise Mobility, owning end-to-end test execution, defect prioritization, and release readiness across US-India teams as primary client coordinator.
  • Supported the critical FusionWorks Balance Manager application and led infrastructure patching across production and non-production environments to maintain system stability.
Product Manager / Technical Delivery Lead
Tech Mahindra Ltd. (Client: AT&T), India
2005 – 2012
  • Led multiple Tier 2 and Tier 3 support and delivery teams for AT&T/Amdocs billing systems, prioritizing defect resolution, managing workload, and meeting strict SLA commitments.
  • Drove proactive maintenance planning and performance optimization, ensuring high availability of billing services and representing the team in client escalation reviews.

Education & Certifications

Master of Computer Application (MCA)
Assam Engineering College

Work Authorization

H-1B (Cap-Exempt) | Approved I-140