Head Of Platform Support And Reliability Engineering
CurrentSenior leader accountable for Production Support of SVB Commercial & Private Banking's 300+ Applications, servicing 57,000 Clients & supporting money movement of $4.7T annually. Focused on data driven process improvements, system reliability efforts, modernization, and Site Reliability Engineering. Areas of support include all money movement, client onboarding, digital servicing, CRM, and automation functions within the Bank across API, Web, Mobile, and B2B channels.Areas of expertise:• Cross organizational partnership with Product, Operations, Infrastructure, and Architecture teams to ensure optimal processes for quality and production readiness.• Documenting, prioritizing, and scheduling work packages within a scaled agile environment while negotiating needs across multiple stakeholders.• Understanding and adhering to risk and regulatory requirements within owned processes and development efforts.• Creating holistic views of system health, to include SLO adherence, defect tracking, incident correlation, and client satisfaction.• Creating sustainable feedback loops to allow Product partners and Engineering teams to understand areas of needed focus, leveraging existing scaled agile processes to ensure proper prioritization and execution.• Site Reliability Strategy and Implementation, to include SLO build out, incident support, operational resiliency, and creating appropriate stakeholder accountability across the organization.• Governance and continuous improvement around ITSM processes for incident resolution and ticket processing.
