At SUN Mobility, I lead 24x7 software support for a cloud-connected platform across 1,800+ distributed sites. I reduced recurring issues from ~200/day to ~100/week through incident analysis, RCA, and corrective actions with Engineering and Software teams.
I replaced informal issue tracking with ticketing workflows, dashboards, and automated ticket creation from system alerts. I also automated a repetitive operation with Shell/Bash and dashboard workflows, reducing it from a half-day activity to about five minutes.
