Nusky Lafeer
Toronto,Canada
Summary
Dynamic IT Operations leader specializing in enhancing platform reliability and incident management. Drove operational stability with 99.98% uptime and a 25% reduction in incident response times, leading cross-functional teams to support thousands of restaurant locations and critical business applications.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager – Restaurant Technology Support
Restaurant Brands International
08.2025 - Current
- Lead operational support for restaurant technology platforms supporting 3,800+ restaurant locations across North America
- Oversaw production support for POS systems, payment processing, kiosks, loyalty platforms, and mobile ordering services, ensuring seamless operations across all platforms
- Maintain 99.8%+ platform uptime across mission critical restaurant systems handling thousands of daily transactions
- Improved incident response efficiency by 25% through enhanced monitoring and operational processes
- Coordinated cross-functional teams across engineering, infrastructure, and vendor partners to enhance service reliability and operational efficiency
- Governed vendor service delivery, achieving 95%+ SLA compliance and enhancing overall service quality
Application Support Manager / Major Incident Lead
EPAM Systems
, Canada
11.2019 - 08.2025
- Managed enterprise production support and incident response for 15+ mission critical applications serving 10,000+ users, enhancing service reliability
- Led 24/7 incident management operations ensuring stability across business critical platforms
- Directed cross team response during major incidents to restore services quickly and minimize disruption
- Improved platform availability to 99.98% uptime through monitoring and reliability improvements
- Managed and mentored a team of 10 application support engineers
- Implemented centralized monitoring and observability platforms, streamlining incident detection and response processes
- Client: CoreLogic
Application Support Lead / Incident Manager
Virtusa Sri Lanka
01.2013 - 06.2019
- Implemented ITIL aligned support processes reducing incident resolution time by 50%
- Implemented ServiceNow for centralized incident tracking and workflow automation
- Developed automation solutions reducing recurring incidents by 30%
- Supported ERP migration impacting 10,000+ users improving performance and operational efficiency
- Led enterprise application support initiatives for global enterprise systems
Education
Master of Business Administration (MBA) -
University of Bedfordshire
Bachelor of Computer Science -
Buckinghamshire New University
United KingdomHigher National Diploma - Software Engineering
Edexcel
United KingdomSkills
- Technology Deployment
- Major Incident Management
- Incident management
- Service Level Management
- Root Cause Analysis
- Client Escalation Management
- Cross-functional collaboration
Certification
- ITIL Certification (V1 & V2)
- Oracle Cloud Application Certification
- Google Cloud Fundamentals Certification
Work Preference
Job Search Status
Not actively lookingSalary Range
$150000/yr - $200000/yrKey Leadership Achievements
- Led technology operations supporting 3,800+ restaurant locations across North America ensuring reliability of POS, payment, mobile ordering, and restaurant systems
- Directed global support teams of 100+ IT professionals maintaining enterprise platform stability and service continuity
- Reduced major incident response delays by 60% through improved escalation frameworks and operational governance
- Implemented enterprise monitoring and observability solutions reducing alert noise and improving incident detection
- Improved platform uptime to 99.8%+ availability through proactive monitoring and operational improvements
- Reduced system latency by 15% across distributed restaurant transaction platforms
Timeline
Manager – Restaurant Technology Support
Restaurant Brands International
08.2025 - Current
Application Support Manager / Major Incident Lead
EPAM Systems
11.2019 - 08.2025
Application Support Lead / Incident Manager
Virtusa Sri Lanka
01.2013 - 06.2019
Master of Business Administration (MBA) -
University of Bedfordshire
Bachelor of Computer Science -
Buckinghamshire New University
Higher National Diploma - Software Engineering
Edexcel