Facy Jose

I am applying for the Support Manager position with over 20 years of experience in enterprise production support, technical leadership, and global operations. I bring proven expertise in leading large support organizations, managing outages and major incidents, and delivering SLA‑driven outcomes across mission‑critical on‑premise and cloud environments. Most recently, I served as Senior Technical Manager at Lumen IT India, leading 90+ engineers providing L2/L3 support for 40+ enterprise applications in a 24x7 global model. I owned the full ticket lifecycle, acted as the senior escalation point for P1/P2 incidents, and drove root cause analysis across Java/J2EE, Oracle, SQL, and Unix/Linux platforms. I automated diagnostics, monitoring, and recovery using advanced shell scripting. I also managed large‑scale transitions, including Qwest and Brightspeed separations, maintaining 100% SLA compliance and uninterrupted service while collaborating globally across teams and time zones.