Justin Ricks Email & Phone Number

Seattle, Wa, Us

• Support and drive the Problem Management process and activities across EG’s service owners and support teams, in order to eradicate recurring failure modes/incidents, and to drive standardization and consistency• Increase speed and quality for IT Service Management support efforts through processes development and execution• Share their insights with the broader internal engineering and support community• Provide support to internal customers/partners of the other ITSM functions• Build, analyze, and report on metrics to measure the usage, adoption, success, and development of our functions

Seattle, Wa, Us

• Investigate, establish, and drive improvements through the Problem Management process• Create and present weekly and monthly operational service health reports to Product and Engineering • Run weekly and monthly incident review meetings with major stakeholders to cover potential outages and determine solutions• Create and own incident and outage metrics, dashboards, and KPI/OKR reporting for Product and Engineering service health• Review alerting, monitoring, and tickets to improve and refine monitoring effectiveness and reduce alert noise• Work with stakeholders companywide to determine improvement solutions, track them, and help drive them to completion• Maintain communications and status with stakeholders and external team members regarding metrics and improvements• Create outage analysis, RCAs, and post-mortems for all outages • Over a three-year period, reduced volume of outages, revenue loss, and downtime across multiple products

Seattle, Wa, Us

• Monitor 24x7 service health and respond to potential risks and outages• Act as the central communication point during outages, incidents, and code releases• Coordinate multiple teams(external/internal) during major incidents/outages• Work with external partner escalations to resolve issues and concerns• Creatively find solutions to gaps in monitoring and process problems• Mentoring and training SOC 1-2’s• Act as on-call for major outages and assisting SOC operators• Work with teams to adhere to operational processes and maintain documentation• Quickly sub in shifts for illness or vacation in a 24x7 environment• Assisted in growing the SOC from a small tribal knowledge team to an enterprise level professional 24x7 team with established process and documentation

Seattle, Wa, Us

• Field escalations, triage alerts, and run high severity outages• Perform change requests, such as server patching, deploys, account creations, and SQL script runs.• Document and keep current resolution steps or escalation paths for system issues and interruptions.• Create, update, and approve troubleshooting guides and standard operating procedures via Mediawiki• Manage revenue impacting, customer facing outages and facilitate communication until resolution is determined• Moderate several high volume ticket queues and drive resolution of tickets

Munich, De

• Perform scheduled requests for changes/updates in enterprise-level environments• Perform incident investigations and troubleshooting as Xbox Operations Center Tier 2 when available • Develop and maintain relationships with internal/external partners• OS/Software troubleshooting for new server builds

Redmond, Washington, Us

• Proactively work teams to improve processes, policies, and tools• Coordinate and organize communication during customer outages code releases• Triage incoming incidents and potential events • On-Call 24x7 support• Act as technical lead and trainer• Create and modify wiki documentation