Instituted a Site Reliability Engineering team of 6 Engineers with a defined Mission/Vision and multi-year roadmap with supporting OKRs. Played a pivotal role of fostering a SRE culture throughout Olo to improve platform reliability and stability to improve the overall customer experience. Developed and implemented an industry standard Event / Incident Management framework to ensure business SLAs were met and exceeded. Established a Problem Management Framework with defined SLAs and Error Budget to identify trends, continuously improve system availability and reduce MTTR. Oversaw all aspects of the Incident Response and Incident Commander roles, responsibilities and best practices for 25 engineers supporting a 24/7/365 on-call rotation.Key Milestones• Implemented a Game Day Framework to continuously test our Disaster Recovery posture to improve system availability by automating recovery.• Cataloged and documented all essential services in DataDog to streamline Event Management process and standardize Incident response tooling.• Spearheaded an Operational Readiness Maturity Assessment across all engineering teams identifying areas of opportunity. Resulting in the ability to identify and reduce tech debt, elevate system reliability, improve testing quality and standardize the production support model.

Responsible for the oversight and execution of a portfolio of platforms and services that drive Global Technology for Nike.com. Provided operational oversight to ensure alignment with organizational governance, goals, and strategy for the Commerce Support team. Point person collaborating with global technology operations, project management, and engineering teams to ensure effective and efficient service delivery across all mobile and web platforms.Key Milestones• Streamlined support processes to increase collaboration during high volume sneaker launches, high impacting brand moments and peak holiday season. This optimization resulted in system availability of 99.99% and improved the overall customer experience.• Implemented Incident and Problem Management best practices to improve availability metrics for Nike.com and mobile applications.• Crafted weekly platform availability reports for Engineering, Product and Executive leadership teams to continuously evaluate service health and error budgets.

Led a team of 8 engineers with the primary focus of improving Observability, developing automation and partnering with Product leadership to balance prioritization of improving Availability and developing new features. Created and implemented a SRE support model aligned with industry standards and best practices to achieve organizational availability goals. Oversaw the creation of proactive and correlative monitoring to provide service health metrics and reduce mitigation time for high impacting incidents.Key Milestones• Reduced public cloud spend by $1.5 million per year while delivering 100% uptime for all authentication services for 3 consecutive years.• Collaborated with Product, Engineering and Security teams to develop policies and software to decrease bot activity during SNKRS launches. This initiative elevated customer satisfaction by an average of 40% month over month increasing customers’ ability to purchase.• Received 1 of 3 Nike Privacy awards in 2018 for contributions in building software, processes and a team to support GDPR compliance.

Mentored Incident Managers to promote a risk-aware culture, adhere to standard operating procedure and develop efficient and effective compliance management practices. Facilitated the remediation effort of high priority incidents by coordinating Senior Incident Managers and Engineering leaders via a technical bridge. Responsible for day-to-day Incident Management from both an application and infrastructure perspective.Key Milestones• Improved Incident Management process in collaboration with global managers to reduce MTTR by an average of 40%.• Reduced onboarding time by 30% for new Incident Managers by updating incident management best practices and protocols.

Responsible for the day-to-day operations of the Service Desk and primary escalation contact to resolve issues quickly and maintain productivity goals. Operations support liaison to aid in the orchestration of large-scale migrations, addressing system availability risks and maintenance activities. Coached and mentored team members on their performance and provided feedback and training as needed.Key Milestones• Significantly contributed in defining a business continuity plan prior to a Linux migration from SOLARIS OS to HP-US OS.• Created internal operational support standards and productivity targets to meet and exceed business SLAs. Received appreciation from the Account Executive with HP and CIO with Ohio Medicaid.

Coordinated with other departments to align production support with customer requirements and expectations. Managed continuous improvement initiatives to drive gains in quality, flow, and output.Key Milestones• Developed roles and responsibilities for the Incident and Problem manager role standardizing the production support model.• Reduced the average incident resolution time by 70% through strong partnerships across the customer and engineering organizations.