Shaun Obrien Email and Phone Number
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In the data storage industry since 1999. I have spent time as a Systems Engineer in Manufacturing, a period of time as a Support Engineer in Symmetrix Product Support, specializing in Cache, Memory, and Recovery disciplines. Several years as a Critical Recovery Manager in Product Support. Focused on problem resolution for customer install base during critical outage events. Issue post mortem analysis, root cause analysis activities, and customer communications.Last position with EMC was supporting EMC's Engineering Executive Management in relation to political customer accounts and events. Majority of time spent on product development/improvement.I joined Pivotal in September of 2014 to create, build, and manage the global Escalation Management team.
Confluent
View- Website:
- confluent.io
- Employees:
- 1247
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Director - Global Escalation ManagementConfluent May 2021 - PresentGreater Boston
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Director - Vmware Tanzu Escalation ManagementVmware Dec 2019 - May 2021Greater Boston -
Director - Global Escalation ManagementPivotal Software, Inc. Sep 2014 - Dec 2019Greater Boston Area-Architected, established, and built out a new global Escalation Management team that supported proactive, reactive, and retrospective efforts.-Provided daily guidance regarding tactical management of customer escalations across multi-functional teams. Influenced collaboration with external partners. -Directed highly political escalations requiring C-level interactions between Pivotal and customer executives. -Designed and implemented the Pivotal Response Matrix. The PRM defined all roles and responsibilities across the entire company for the first time. The PRM created a standard language and reference point for handling customer issues.-Instituted a Retro program, where all Escalation Managers were trained in facilitation methods. The team facilitated retrospective events to identify gaps in product, process, and people. The gaps were processed to reduce customer escalations and increase satisfaction.-Designed and implemented an Incident Command System to deal with extremely escalated issues. The ICS provided a structure for large teams across Pivotal and partners to collaborate effectively during tense situations. The ICS was modeled after the US wildfire emergency response structure.-Promoted from Senior Manager to Director in 08/2018. -Currently transitioning to VMware due to acquisition. -
Consultant - Customer Experience - Enterprise & Mid-Range Systems DivisionEmc Aug 2010 - Sep 2014-Drove the Engineering Advocates program globally, where customers were paired with engineers to collaborate on architectural level inquiries. The EA program heavily influenced product roadmap.-Managed product and process quality improvements equaling millions in savings at the request of the Enterprise Storage Division President.-Managed customer escalations through collaboration with Support, Development, and Sustaining Engineering.-Influenced weekly C-level business decision meetings focused on customer experience with technical data and customer input.-Promoted from Principal Engineer to Consultant Engineer in 04/2013. -
Manager, Critical Hardware SupportEmc Aug 2004 - Aug 2010-Created the Critical Recovery Team within Symmetrix Support; a model later used across all EMC products.-Managed technical experts responsible for resolving critical customer outages related to EMC Symmetrix/VMAX storage systems.-Led daily escalation War Room events for enterprise customers. Communicating with C-level customers regularly.-Collaborated with the Field, Development, Sustaining, Account, Legal, and Executive teams to resolve customer impact events and to provide final root cause analysis.-Presented analysis directly to customers via onsite visits when necessary.-Managed an L1 customer-facing tech support team and an L2 customer-facing technical specialist team as well.-Promoted to Manager in 07/2008.-Promoted from Senior Product Support Engineer to Tech Lead in 11/2006.
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RealtorColdwell Banker Residential Brokerage Mar 2003 - Aug 2004-Worked as a Realtor in the RI and South Eastern MA area. Represented clients in buying and selling homes. -
Manufacturing Systems EngineerEmc Jun 1999 - Feb 2003-Troubleshot data storage array failures to maintain product quality.-Promoted to Systems Test Engineer in 03/2001.-Promoted from Production Tech 1 to Production Tech 2 in 07/2000.
Shaun Obrien Skills
Shaun Obrien Education Details
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Business Management -
Electronics Engineering
Frequently Asked Questions about Shaun Obrien
What company does Shaun Obrien work for?
Shaun Obrien works for Confluent
What is Shaun Obrien's role at the current company?
Shaun Obrien's current role is Director - Global Escalation Management at Confluent.
What is Shaun Obrien's email address?
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What is Shaun Obrien's direct phone number?
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What schools did Shaun Obrien attend?
Shaun Obrien attended University Of Phoenix, New England Institute Of Technology.
What are some of Shaun Obrien's interests?
Shaun Obrien has interest in Traveling, Boating.
What skills is Shaun Obrien known for?
Shaun Obrien has skills like Management, Program Management, Project Management, Leadership, Cross Functional Team Leadership, Escalation Resolution, Escalation Process, Team Management, People Development, Coaching And Mentoring, Mentoring, Team Leadership.
Who are Shaun Obrien's colleagues?
Shaun Obrien's colleagues are Brent Sordyl, Saikat Das, Anastasia V., Richard Jones, Jiaqi Gao, Seenu Vasan, Darshana Shetty.
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