About

Rahul Upadhyay is a highly skilled Senior Site Reliability Engineer with over 11 years of experience in the IT industry. Currently, he is working at VMware as a Senior Site Reliability Engineer for the VMware Lab Platform, a SaaS platform that delivers hands-on virtual IT labs at cloud scale to customers worldwide. Rahul is responsible for creating and managing cloud organizations using Terraform in vCloud Director and integrating it with the Lab platform. He also manages the customer organization lifecycle, including product demo, onboarding, support, and enabling resource consumption and customer retention. Rahul has extensive experience in incident, problem management, and root cause analysis for outages. He is also responsible for managing support shift operations and Pagerduty setup schedules and automations around ticketing tools like Zendesk, Jira, Jira service desk, and Salesforce. Rahul is proficient in quality analysis of new features and bug fixes and keeping product-related web pages/resources up to date. He is also a service owner for a few cloud-based services, including roadmap, capacity management, documentation, and support. Before joining VMware, Rahul worked as a Senior Product Consultant at Adobe for ColdFusion. In this role, he supported and consulted with global customers on ColdFusion and managed the community portal and Twitter. Rahul also managed a ColdFusion production website and was a speaker in webinars. He promoted product surveys, blogged on product features and updates, and wrote KB articles on frequently asked questions and issues. Rahul set up Zendesk CRM for the support team from scratch, which included initial requirement assessment, building and managing customized Zendesk setup for multiple support teams, and creating customized complex reports and automation. Rahul has a Bachelor of Engineering degree in Computer Science and Engineering from Vishveshwaraiah Technological University. He is proficient in SRE, web, Java, Terraform, Salesforce, integration, and infra. Rahul's expertise includes CFML, ColdFusion Server, and CF Builder.