Jonathan Gray Email & Phone Number

Baltimore, MD, US

• Directing major incident bridges, driving calls, pushing for engineering updates, managing interactions between teams, communicating out to leadership status updates, all as a part of 24/7 coverage
• Managing the incident validation process, reviewing major incidents, verifying the details, assigning to appropriate team manager/key manager to complete the verification process
• Driving improvements with the incident validation process, adding additional tasks inside of the problem tickets, identifying issues that might be missed, and cutting down the ticket validation process time to a.
• Flagging non major incidents for problem tickets (non-standard)
• Running the incident management second shift, assigning T1/T2 tasks to complete, and steps to be taken around major incidents
• Quickly generating reports for the exec team to digest the status of the company through the eyes of incident management, moving the process from over multiple weeks to one to two days

Staines, Middlesex, GB

• Managed P1/P2 incident bridges, driving the calls, pushing for engineering updates, managing interactions between different engineering teams, giving active feedback/updates to the customers
• Facilitated service restorations for multiple customers around the globe, as a part of a 10-member remote team located across multiple time zones in a Follow-the-sun rotation
• Designed a streamlined onboarding process and implemented training with multiple new members joining the team, reducing the onboarding time to half (two weeks)
• Used ITIL best practices to support affected customers by prioritizing incidents, assessing impact, ensuring collaboration, providing statuses updates, and pushing for service restoration
• Provided risk assessments as a member of the change advisory board (CAB) emergency change group
• Proactively monitored multiple customer’s infrastructure around the world, triaged/troubleshoot incidents while assessing service impact

• Technical lead for all major incident response operations as the senior engineering lead for infrastructure and hardware issues
• Managed incident response (P1/P2) related to server hardware and operating systems within the Xbox Operation Center
• Maintained the knowledge base for Operations and Infrastructure team, streamlining complex operating procedures, with the focus of improving productivity and reducing human error though advanced run books - reducing.
• Supported Xbox Live production & testing servers by coordinating Database & Software Engineering teams while interfacing with data centers’ hand on teams, conducting in situ troubleshooting of infrastructure issues.
• Directed server and networking incident response prioritization for remote data center staff and performed onsite visits
• Administered instruction and assessment for Operations and Infrastructure Subject Matter Experts (SME) and senior analysts training for SME roles