• Lead the end-to-end integration and testing of rack thermal solutions, including liquid cooling systems in varying form factors and product lines. • Use CFD tools (FloTherm or Macroflow) to perform switch, rack, and system-level thermal/fluid analysis (flow distribution, pressure drop, and temperature profiling). • Design and optimize thermal components using 3D CAD (Creo or SolidWorks) to support seamless hardware integration and testing. • Participate in customer engagements and site visits to understand and document deployment constraints and gather feedback for design improvements. • Partner with factory teams to ensure racks are built with proper airflow, hose routing, and thermal safeguards, while establishing best practices that improve build consistency across deployments. • Collaborate with Architects/Compliance/Reliability and global vendors to align thermal architectures with total system design and international data center/thermal/mechanical standards (e.g., UL, OCP, ASHRAE, ISTA, ASTM, NEBS). • Conduct thermal, mechanical, and reliability testing, analyzing airflow, coolant flow rates, pressure drops, and structural integrity to ensure compliance with the end-users’ specifications. • Develop and maintain design documentation including BOMs, wetted materials compliance, test plans, and engineering change orders (ECOs). • Manage relationships with mechanical/thermal component vendors to build out a robust partner ecosystem consisting of racks, CDUs, hoses, manifolds, QDs, and cold plates. • Ensure mechanical designs support airflow management, thermal containment, and integration with cooling systems (e.g., in-row cooling, in-rack cooling, rear door heat exchangers). • Conduct root cause analysis and corrective actions for mechanical and thermal failures or field issues. • May perform other duties and responsibilities as assigned.

• Support the execution and rollout of AI-driven enablement initiatives across Customer Experience (CX) support workflows, working under the guidance of enablement engineers and AI Program Manager. • Assist in designing, testing, and deploying AI-powered workflows, such as: • Monitor and troubleshoot issues related to CX tools and AI integrations, helping ensure system reliability, performance, and scalability. • Analyze support and operational data to identify opportunities for AI-driven automation and workflow improvements. • Collaborate with cross-functional partners across CX, Customer Experience & Success (CXS) Tech, and Go-to-Market (GTM) Platforms teams to ensure AI solutions align with real customer support needs and operational constraints. • Develop and deploy automation scripts, configurations, or integrations to support AI enablement efforts.

• Join Otis as a Senior Manager, PKI and MFA Engineer to manage complex environments. • Collaborate with internal and third-party teams for PKI and MFA support. • Provide technical leadership for MFA tool ownership. • Oversee upgrades and troubleshooting of MFA-related issues. • Participate in a 24x7 delivery team, including on-call and weekend work during major incidents. • Lead risk assessments and apply best practices for MFA and PKI.

• Act as a senior technical expert, providing in-depth support and proactive maintenance for a diverse customer base with varying levels of technical expertise. • Troubleshoot and resolve complex ingestion, indexing, and system performance issues related to Lucene/Solr, Lucidworks Fusion, and cloud-based infrastructure, utilizing Java stack traces, heap dumps, profiler snapshots, and performance diagnostics. • Identify, reproduce, and document product issues, working closely with engineering teams to influence product improvements and drive faster resolutions. • Lead incident response and root cause analysis for high-impact technical issues, ensuring timely and effective resolutions. • Participate in design and implementation of automation tools and monitoring frameworks to improve efficiency and scalability in cloud-based managed services. • Mentor and guide junior engineers, fostering a culture of continuous learning and knowledge sharing within the team. • Provide thought leadership in troubleshooting methodologies, optimizing system performance, and enhancing overall reliability. • Collaborate with global teams and customers across multiple time zones, ensuring seamless communication and issue resolution. • Clearly communicate with customers through ticketing systems like Zendesk to provide expert support.