Mohammed Sajath Firthows

• Built and maintained CI/CD pipelines across AWS and Azure using Jenkins and Terraform — reducing
average deployment time by 40% and improving release consistency through automated testing gates and
rollback strategies.
• Provisioned and managed cloud infrastructure using Terraform IaC across dev/staging/prod environments,
enforcing consistent configuration and eliminating configuration drift.
• Containerized services and managed Kubernetes cluster deployments, configuring scaling policies, pod
resource limits, and OS-level node settings to ensure production readiness.
• Established observability using Prometheus, Grafana, and CloudWatch with Slack alerting — boosting
uptime by 20% and reducing incident response time by 35%.
• Designed and implemented scalable, fault-tolerant architectures with auto-scaling groups, load balancers,
and multi-AZ deployments, improving system reliability by 30%.
• Administered VMware vSphere/ESXi infrastructure and supported cloud migration activities, maintaining
accurate system documentation and SOPs throughout.

• Maintained availability, performance, and security of critical production cloud infrastructure, resolving 90%+
of alerts proactively via ARMS/CloudMonitor — reducing MTTR and preventing escalations.
• Implemented Role-Based Access Control (RAM/RBAC) across multi-tenant environments, enforcing least
privilege policies and improving compliance posture.
• Executed and maintained backup and monitoring strategies for cloud workloads, collaborating with clients
and vendors to meet SLA commitments in a GCC enterprise environment.
• Automated infrastructure operations using Alibaba Cloud CLI and shell scripting, streamlining routine tasks
and reducing manual effort.

• Architected multi-cloud infrastructure (AWS & Azure) delivering 99.9% uptime SLA, improving data
processing throughput by 15% through resource rightsizing and capacity planning.
• Re-engineered CI/CD pipelines end-to-end using Jenkins and Argo CD — implementing canary
deployments, automated rollback, and release promotion gates — achieving 60% reduction in deployment
failures.
• Automated infrastructure provisioning using Terraform across dev/staging/prod environments, reducing
manual configuration effort by 70% and eliminating configuration drift.
• Embedded DevSecOps into pipelines: Trivy image scanning, SonarQube SAST, SBOM generation, and
AWS KMS secrets management — reducing vulnerabilities by 45% and meeting audit/compliance
baselines.
• Enforced IAM/RBAC least-privilege policies and maintained audit logs across AWS and Azure, supporting
compliance requirements and access reviews.

Installed monitoring tools for each AKS
environment (QA, UAT, development, production),
integrating them with applications and preparing
comprehensive documentation.

Created and maintained AWS diagrams for
infrastructure visualization.
Utilized Terraform scripts to orchestrate the
creation of AWS instances and set up various
services.
Diligently managed documentation, ensuring that
essential procedures and configurations were well
documented for the benefit of the team and future
reference.
Led the setup and management of continuous
integration and continuous deployment pipelines
using Jenkins.

• Optimized Kubernetes cluster performance on AWS EKS — implementing autoscaling, pod resource limits,
and node affinity rules — reducing unplanned downtime by 40%.
• Built Jenkins CI/CD pipelines with automated testing gates across containerized services, improving
deployment frequency and release reliability.
• Automated Linux system maintenance tasks including patching, hardening, and configuration enforcement
— reducing manual operational effort by 40%.
• Designed and maintained infrastructure architecture diagrams using draw.io and Lucidchart, standardising
documentation and SOPs across environments.

• Delivered L1/L2/L3 remote technical support to enterprise clients across USA, UK, and Australia, resolving
infrastructure and system issues against SLA targets.
• Managed and escalated incidents via ITIL-aligned ServiceNow workflows, ensuring timely resolution,
customer satisfaction, and root-cause analysis documentation.

Answering calls & actioning sessions of
customers from USA, UK & Australia.
Resolving IT issues related to Microsoft Outlook,
Apple, Android and Webmail.
Guiding customers according to their queries.

Handled and assigned tickets to the appropriate
teams.
Applied and removed suppression for servers as
needed.
Created access tickets for data center engineers.
Monitored network alerts and informed about
high alerts via email.

• Handled Level 1-3 infrastructure tickets via ServiceNow, consistently meeting SLA targets and producing
RCA reports for recurring incidents.
• Monitored system performance using Nagios and Zabbix, proactively identifying and resolving bottlenecks
before service degradation.