Pamela Mukethi
Nairobi
Summary
Proactive and results-driven IT Operations, Incident Management, and Cloud Infrastructure specialist with 10+ years’ experience managing critical production systems, responding to incidents, and leading cross-functional teams. Adept in ITIL best practices, DevOps workflows, Kubernetes operations, cloud deployments, application monitoring, and ensuring system reliability in high-demand environments.
Overview
10
10
years of professional experience
5
5
Certifications
Work History
Team Lead - Service Delivery
Network International/DPO Group
12.2023 - Current
- Supervise, coordinate, and prioritize activities of IT support staff, ensuring SLA compliance and service excellence.
- Manage day-to-day alerts, system checks, and escalate issues as necessary.
- Provide 24x7 on-call support for critical SaaS events.
- Document incidents, issues, and remediation steps.
- Oversee IT support ticketing system, ensuring timely handling of calls and emails.
- Produce departmental tracking reports on IT resource allocation.
- Provide coaching, feedback, and cross-training for team members to strengthen capabilities.
- Collaborate with other teams to proactively identify and control IT-related issues.
- Conduct root cause analysis (RCA) and implement corrective actions to prevent recurrence.
- Assign alert-related actions to the appropriate teams after investigation.
- Oversee inventory of IT assets and ensure licensing compliance.
- Deploy to EKS/K8s clusters using Terraform and Helm/Flux.
- Proactively create monitors and implement scripts to address known infrastructure issues.
Operations Manager on Duty
Network International/DPO Group
09.2022 - Current
- Act as the primary escalation contact for major incident management during off-peak hours.
- Coordinate with multiple teams to resolve high-priority production issues.
- Maintain open communication with stakeholders and ensure accurate incident reporting.
- Support environment-specific actions and deployment planning to minimize customer impact.
IT Technical Operations Engineer
Network International/DPO Group
07.2020 - 12.2023
- Monitored and maintained business KPIs, proactively addressing system issues.
- Implemented automation scripts to improve infrastructure health.
- Assisted in CI/CD deployments to Kubernetes environments.
- Maintained operational documentation and provided knowledge transfer to support staff.
Systems Manager
Network International/DPO Group
09.2019 - 06.2020
- Oversaw system integrations and enforced security and risk controls across environments.
- Participated in budgeting for IT asset replacement and upgrades.
Software Project Manager
Onfon Media Ltd
01.2019 - 08.2019
- Led software development projects from requirements gathering to delivery.
- Managed timelines, team assignments, and client communications.
Software Developer
Onfon Media Ltd
09.2017 - 12.2018
- Developed and maintained applications using YII2, Flask, and integrated MPesa APIs.
- Administered MySQL databases and Linux servers.
Web Developer
Onfon Media Ltd
07.2015 - 08.2017
- Delivered client-focused customizations and enhancements for existing web systems.
Education
Bachelor of Science - Software Engineering
Kenyatta University
01.2013
Skills
- IT Support Leadership & Supervision
- Incident Management & RCA/Postmortems
- 24x7 SaaS Production Support
- Kubernetes (EKS/K8s) Deployment, Scaling & Troubleshooting
- AWS, Terraform, Docker, Helm, FluxCD
- Configuration & Infrastructure as Code (IaC)
- Monitoring: DataDog, Prometheus, Grafana, AWS CloudWatch
- Logging: ELK Stack (Elasticsearch, Logstash, Kibana)
- Network Protocols & Troubleshooting
- CI/CD Pipelines & Git Version Control
- Scripting: Python, NodeJS, Go
- ITIL Framework & Service Management
Certification
AWS Certified Cloud Practitioner (Ongoing)
ADDITIONAL SKILLS
- Familiarity with incident response tools (PagerDuty, Opsgenie, VictorOps)
- Strong ownership, persistence, and passion for maintaining a high-traffic online platform
- Customer-focused planning for deployments and updates
Timeline
Team Lead - Service Delivery
Network International/DPO Group
12.2023 - Current
Operations Manager on Duty
Network International/DPO Group
09.2022 - Current
IT Technical Operations Engineer
Network International/DPO Group
07.2020 - 12.2023
Systems Manager
Network International/DPO Group
09.2019 - 06.2020
Software Project Manager
Onfon Media Ltd
01.2019 - 08.2019
Software Developer
Onfon Media Ltd
09.2017 - 12.2018
Web Developer
Onfon Media Ltd
07.2015 - 08.2017
Bachelor of Science - Software Engineering
Kenyatta University
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