Owned technical strategy and incident readiness for high-value enterprise customers while influencing global service delivery standards.

• Led design and execution of Major Incident Management (MIM) program

• Defined P0/P1 incident communication standards

• 15-minute initial SLA

• 30-minute update cadence

• Created Incident Communications Hub framework

• Established Designated Incident Bridge (DIB TAM) model

• Influenced Engineering, SRE, Product, Support, Sales teams

• Partnered with leadership on MIM governance and rollout

• Improved TAM onboarding and career frameworks

• Implemented AI-assisted workflows for reporting and analysis

Key Impact

• Standardized incident response across teams

• Improved communication speed during incidents

• Strengthened customer trust during outages

ServiceNow was an exceptionally rewarding experience, marked by a company culture that fervently embraced teamwork and collaboration. It was a culture I was eager to nurture as I advanced; successfully embedding these principles within the waves of engineering talent through mentorship and a “working manager” mentality. With my accumulated experience and deep operational insight, I found myself well-placed to contribute and instrumental to the company's ascent to greater achievements. At ServiceNow, I advanced nearly a decade, mastering all aspects of service delivery, products, process management, and digital transformation and innovation.

• Responsible for the Technology Roadmap and strategy for Technical Support, duties included yearly budgeting, program and product management, and the continuous improvement of implemented technologies year-over-year

• Key organizer in delivering both internal and external components of Generative AI summarization to support personnel and customers; most notably through case summarization and search results

• Architected a system of automated communications on non-actionable communications with both internal stakeholders and customers for active customer-facing cases; resulting in a 6% decrease in activity from Technical Support Engineers on 360,000 cases per year

• Integral in the assessment, planning, monitoring, and deployment of key projects needed to facilitate the process and technological needs of the Technical Support Delivery, Major Incident Management and Support Account Management teams

• Established as both a technical and process SME across organizations, personally implementing tooling and monitoring systems for proactive support response and management

• Representative of Support interests through Change Management and Customer Communication, member of the CAB and representative of Technical Support interests

• Develop and maintain the key KPIs for Technical Support, using those indicators to identify potential opportunities for Process Optimization and reduction of overhead

• Other responsibilities included the leading of the Communication Operations Management team, monitoring change events, informing customers of planned maintenance, CVE mitigation, security response, and developing the “voice” of the company

• Service Delivery Manager for the Performance team, responsible for the proactive and reactive response for business-critical events impacting customer availability

• Developed management dashboards and process for the global team

• Implemented automations and bots to alert global teams to potential customer impacting events via Slack and MS Teams

• Developed Quarterly Business Review and assessment reporting for the global team

• Consistently delivered top-performing customer satisfaction ratings, with an average of a 9.2 CSAT

• High-impact reliability management and operational support for cloud systems, nodes, networking, middleware, and application services

• Escalation management, specializing in P1 and Major Incident processes

• Highly focused on personal and career development of directs and their peers, with a focus on leading by example

• Calm under pressure, often handling mass events spanning many thousands of customers; acting as the primary lead in such situations

• Support of complex integrations, web-services, authentication mechanisms for both users and services, networking issues and outages

• Full stack and infrastructure expertise, on par with that of Site Reliability Engineers; acting as a trusted resource and expert in most facets of the Cloud Infrastructure and the impacts of issues to customers

• Focus on cross-team training and elevation of technical assets to support a product growing exponentially in its capabilities

• Integral in the hiring process for multiple locations at an accelerated period of growth and scale

• ServiceNow Certified System Administrator