Will Bloss Email & Phone Number

Lead a team of four in tier two production operations support for customer facing applications.· Full stack incident management investigation· Streaming platform - Supporting approximately 150 million users.· Enterprise service bus - Billions of transactions across thousands of services.· Identity - Authentication and Authorization for internal and external users· Security gateway - Traffic Inspection and security validation.· Proprietary in-vehicle radio software - Vehicle OEM specific· Out of the box AWS components - Cognito, S3, EC2, etc· Custom AWS applications - Including serverless using Lambda or· Commerce related batch processes - Billing, Supply Chain, etc· Custom built IT operations support utilities· Perform root cause investigations into critical errors.· Create, enhance, and document investigation techniques.· Create cross functional guidelines for IT operations support procedures.· Develop control reporting for new and existing services.· Drive enhancements back to the development and environment management teams.· Design and implement monitoring solutions to identify and prevent customer impact.· Derive metrics on service stability, error rates, and SLA compliance.· Perform analysis of metrics to identity service impacting issues.· Participate in code reviews, scrum planning meetings, and development or QA triage.· Project management related to onboarding of new responsibilities· Development of internally used tools for automation and supporting business processes.

Lead a team of five in production operations support of our client’s newly launched Telematics program.· Defined the incident management support structure for the new program.· Interfaced with external partners to drive improvements and correct issues.· Identified production defects that impacted the ability of customers to use the service.· Developed a platform to initiate investigations for massive daily error populations.· Performed remediation on accounts placed into improper states.· Drove the resolution of over three thousand incidents in one year.

Lead a team of twelve analysts performing incident management for our client’s entire IT infrastructure and application stacks.· Responsible for full stack incident intake and triage for all critical business systems.· Performed notification to business stakeholders.· Enforced a documentation culture. Championed the creation of a corporate wiki system.· Project manager for multiple cross organization projects and initiatives.· Defined support requirements for new feature releases and changes.· Created standards and documentation as the client worked to adopt the ITIL standard.· Drove the growth of the department by exceeding Tier 1 support requirements.

Bachelor, Regents Diploma With Honors

Education record

Bachelor, Software Engineering