Kyle Lamb Email & Phone Number

San Francisco, Ca, Us

San Francisco, California, United States

Cloud leader of the global CRM SRE team, establishing and driving the long term vision and strategy for a 55+ member organization in the US, Singapore, and Dublin. Drive high impact change by partnering with service owning teams and maturing service resiliency to achieve 99.95% availability. Establishing high quality and definitive observability via SLI’s, SLO’s, and SLA’s to detect impact, and implement automation to reduce customer impact, while reducing incidents by 20% YoY. Drive critical incident response and remediation for large-scale customer impact, with simplification to reduce the amount of engineers needed to manage an incident for a $1.2M cost savings. This includes process improvements, tooling, and automation into a single incident platform, to drive down time to initiate (TTI) and time to resolve (TTR). Strategized and planned the rollout of service owner incident management for high severity incidents, in order to scale the business. Critical partner of the Service Ownership Leadership team, driving strategy and execution of service ownership to ensure high Trust for customers. Implemented PagerDuty response and compliance to 95% for all of Technology and Product organization for more than 15k service owners, for a TTAck of 15 mins. Implemented the support of our public cloud product offering on AWS (Hyperforce), while streamlining the operations and reliability to ensure customer success. Mentor and multiplier for the business, while fostering inclusion and diversity for multiple backgrounds, as well as welcoming all new hires through our new hire onboarding process for Service Ownership and SRE. Set clear and attainable annual goals for the team to help them achieve their career aspirations.

San Francisco, California, United States

Transitioned the global CRM SRE team from operations to a DevOps organization, delivering high impact work for our customers and reduced manual toil for the team by over 50%.Led a multi-year program for improved alert efficiency and detection, reducing the amount of alert triggers reaching SRE by over 80%, and a reduction of over 60% of unique alerts configured for SRE. Additionally, partnered with product development teams for alert routing implementation, to route alerts based on set definitions to service owning teams and SRE, mitigating impact in a rapid and effective manner. Led our team of Site Reliability engineers responsible for incident management, process improvement, get-well plans, and service resiliency. Coached engineers using continual feedback to ensure they were set up for success to achieve their career goals.Drove contract negotiations with our existing vendor for SRE contractors in India, with a successful transition of over 90% of the contracting team to full-time employees in our Hyderabad office. Instill high trust and influence across the organization, with the yearly team and company survey results increasing overall by 17% YoY, with a leadership score increasing by 20% YoY.Recipient of the 2020 Technology Presidents Award, presented to the top 1% of the Technology organization for exceptional achievements in fiscal year FY20.

Indianapolis, Indiana Area

Leader of the transition and reduction of manual operations across multiple products and technology teams, to drive improved logic for alerting, with a reduction of false positives by 70%. Influenced, planed, and partnered with product teams to automate the manual handling of customer email failures, reducing the manual labor required by 97%, resulting in a savings of over 90 hours per week.Led the merger and acquisition of ExactTarget with Salesforce, streamlining policies, processes and tooling for a single, unified SRE team.Led contract termination and negotiation for a new contracting company for our India SRE team.

Indianapolis, Indiana, United States

Leader of our global Product Operations team in the US and India for our Email and SMS platform within Marketing Cloud, driving process improvements and incident response for critical customers. Scope included partnering with the technology and infrastructure team, as well as Customer Support to deliver high quality investigations for reduced average days to close. Expanded the responsibilities of the 24x7 India team, from being a triage team to a highly effective deep dive investigative and remediation team, driving down customer impact and expanding engineer growth.

Indianapolis, Indiana, United States

Ensured high customer success, by maintaining a stable infrastructure environment. Monitored system performance with a wide variety of applications and tools to maintain maximum system uptime. Ensured infrastructure and product incidents are mitigated in a rapid, but safe manner. Connecting with customers and service owning teams for problem management and post-mortem, to drive future prevention.