At Walmart, I own end-to-end triage and resolution for Critical P1/P2 incidents across UK telecom and US fintech accounts. I traced a critical payment API failure affecting live transactions, coordinated with the integration team to restore service, and keep stakeholders aligned throughout outages.
I use SQL for root-cause analysis, Grafana for proactive monitoring, and ITIL-driven incident management to sustain 95%+ SLA compliance while handling 10–20 tickets daily. I also support data-transfer jobs, system availability checks, billing discrepancy resolution, Active Directory tasks, remote desktop support, and knowledge-base improvements that reduce repeat tickets.
