Western Union, Senior SRE
01Cutting Incident Resolution Time
- Challenge
- Critical production incidents on payment platforms needed faster, more consistent triage.
- Action
- Standardized the first response triage, ran structured war rooms with clear roles, and drove postmortem follow up actions.
- Result
- MTTR reduced by 30 to 40% (about 65 to 38 to 42 minutes); recurring incidents down 15% quarter over quarter.
Western Union, Senior SRE
02Developer Support at Scale
- Challenge
- Developers needed fast, reliable help with Kubernetes and platform issues.
- Action
- Provided first line engineering support, automated triage steps with Python, and wrote 40+ runbooks and knowledge articles.
- Result
- 85%+ of tickets resolved without escalation; resolution time cut from 6 hours to 2.5 hours for 50+ engineers; 8 hours saved weekly; 25% fewer repeat questions.
Western Union, Senior Cloud Engineer
03Faster Environment Provisioning
- Challenge
- Three tier application environments took days to provision and were unreliable on first deploy.
- Action
- Designed CloudFormation templates (ALB, EC2, ASG, VPC, RDS) and published them via AWS Service Catalog; applied CloudWatch based root cause analysis to failed stacks.
- Result
- Provisioning cut from 2 to 3 days to 45 to 90 minutes; first time deployment success raised from about 60% to over 90%.
Western Union, Senior Cloud Engineer
04Resilient Load Balancing and Scaling
- Challenge
- Unhealthy instances took too long to recover.
- Action
- Tuned ALB and NLB health checks and Auto Scaling policies.
- Result
- Recovery time reduced from about 8 minutes to under 3.
Western Union, DevOps Engineer
05Standardized CI/CD Pipelines
- Challenge
- Deployments relied on manual steps across environments.
- Action
- Wrote declarative Jenkins pipelines in Groovy, integrated JFrog Artifactory across QA, UAT and Production, and enforced SonarQube quality gates and vulnerability scanning.
- Result
- About 80% of manual deployment steps automated; non compliant releases blocked; fewer configuration errors.
Western Union, Senior SRE
06Smoother Global Handover
- Challenge
- Offshore to onshore handovers were slow.
- Action
- Redesigned the handover process and mentored distributed engineers.
- Result
- Handover time cut from 25 minutes to under 8; recognized with a Star Award.
