Christopher Bagby Email & Phone Number

Tempe, Az, Us

San Francisco, Ca, Us

- Incident management SME working cross-functionally tobuild and improve incident management processes in aDevOps environment.- Led customer and internal communications duringservice interruptions including public status pagemessaging and bespoke messaging to high-touchcustomers.- Trained support management to perform incidentcommunications duties, including hosting regularincident drills/gamedays and regular team stand-ups.

Dallas-Fort Worth, Texas, Us

- Facilitated Incident Response for critical enterprise applications and platforms.- Drove the resolution of major incidents using ITIL framework.- Led troubleshooting calls, resource engagement, and enterprise-wide stakeholder notifications to parties engaged in ongoing incidents.- Performed administrative work including scheduling and interviewing candidates for situation management analyst roles, intradepartmental meetings to onboard support teams to participate in incident management response processes,- Drove process improvements to continue to grow the American Airlines' incident management space.- Produced technical writing including engagement guides, knowledge base articles, and stakeholder notifications.- Participated in 24/7 on-call rotation for all major incidents, guaranteeing first response to crises.

Dallas-Fort Worth, Texas, Us

In addition to responsibilities of an Associate Situation Management Analyst:- Works more closely with application support teams to reduce MTTD and MTTR- Engages with Change Management to reduce the number of critical incidents due to failed changes and identify patterns in change-related incidents.- Participation in on-call rotation

Dallas-Fort Worth, Texas, Us

- Member of a 24x7x365 team responsible for IT Incident Response and triage of high-severity and critical incidents.- Identified and assessed high-severity incidents based on impact and risk to financial and flight operations.- Engaged correct support groups to facilitate resolution of high-severity incidents via industry standards (ITIL, FEMA ICS). - Kept timelines of critical events during outages in accordance with Problem Management policies.- Worked with Site Reliability and Situational Awareness resources to quickly detect and categorize incidents before production impact was reported by application teams, help desk, or stakeholders,

Dallas-Fort Worth, Texas, Us

- Provided eyes-on-glass monitoring and detection of enterprise IT systems.-Identified and triaged security events by leveraging SIEMs, EDRs, and raw data and logs fromvarious security appliances (i.e. firewalls, IPS/IDS).- Managed security controls including web gateway blocks, processing email search anddestroys, and implementing signature-based antivirus blocks based on information gatheredduring security incident and from Threat Intelligence.

Dallas-Fort Worth, Texas, Us