Site Reliability Engineer with 7+ years building and scaling backend systems. Currently balancing two roles: maintaining 99.9% uptime for enterprise SaaS at SugarCRM while running tickets.bot, a platform serving 58 million users across 345,000 Discord communities on minimal infrastructure. Background spans Software Engineering, DevOps, and Team Leadership (8+ engineers), with deep experience in Kubernetes, Terraform, and compliance frameworks (SOC2, ISO27001).

BH Cloud Labs Ltd January 2025 - Present

Director

• Spearheaded the launch of tickets.bot, an innovative ticketing solution serving over 345,000 communities with a total of 58 million members in just 12 months
• Achieved 99.9% uptime and processed over 39 million tickets with zero security incidents
• Established tickets.bot as a trusted solution in the Discord support-system market
• Maintained 95% customer retention rate through proactive product iteration and customer success initiatives

SugarCRM January 2025 - Present

Site Reliability Engineer

• Maintained 99.9% uptime for critical production services throughout proactive monitoring and incident response.
• Developed comprehensive runbooks and automation to reduce operational toil.
• Implemented robust access logging and auditing for our production systems to comply with SOC2 and ISO27001 regulations.
• Established on-call and escalation procedures to provide 24/7 coverage of the core system functionality.
• Ensured a smooth integration between the existing Sales-I Operations team and the SugarCRM Operations team, leveraging the expertise from both teams.
• Used Kubernetes Resource Optimisation experience for long-term capacity planning and budgeting.

Sales-I, a SugarCRM Company January 2023 - January 2025

DevOps Engineer

• Streamlined and optimised deployment of Azure infrastructure, taking total deployment time from 8 hours to 40 minutes using Terraform.
• Implemented security policies and access control measures to adhere to SOC2 Compliance Regulations.
• Maintained robust CI/CD pipelines, achieving a 99.9% uptime for critical services.
• Proactively optimised system performance using DataDog, increasing system efficiency by 20%.
• Leveraged Kubernetes to orchestrate containerised applications, optimising cluster performance and resource utilisation for availability and scalability.
• Led cross-functional collaboration to design and deploy an internal developer portal, reducing development time by 50%.

Sales-I October 2021 - January 2023

Software Engineer

• Led a team of 8+ highly skilled engineers to deliver high-performance backend products of over 20 services in a microservice architecture.
• Collaborated closely with the product team to ensure that our offerings met the needs of the business and its customers.
• Monitored and analysed system performance and made necessary adjustments to improve overall efficiency and speed.

borwell limited September 2018 - October 2021

Software Engineer

• Designed and implemented customised software solutions for 15+ global clients, boosting customer retention by 12%.
• Introduced Blazor, containerisation, and database scaling strategies, resulting in a 17% performance improvement across various projects.
• Served as primary point of contact for clients, translating business requirements into technical solutions aligned with their goals.
• Built feature-rich APIs for bespoke client systems while ensuring compliance with company and audit standards.

Heart of Worcestershire College September 2018 - July 2021

HND - Computing and Systems Development (Level 4 & 5)

Heart of Worcestershire College September 2016 - July 2018

Subsidiary & Extended Diploma in IT (Level 3)