Josh Brooks

Experience

• 

  Hewlett Packard Enterprise

  Jan 2015 - Jul 2019

   Analyze and assess reported IT outages to identify whether risk exists to Pfizer sites or infrastructure. Technical bridge facilitation, leading Ad-hoc recovery teams and engineers through systematic approaches to identify, isolate and restore critical system failures. Lead Cross-Functional teams to diagnose and resolve chronic system issues via the Problem Management process. Develop, maintain and improve IT incident/problem management systems and processes. Proactive monitoring for environmental health variables and tracking of all IT related changes through multiple systems, tool sets, and other data sources. Timely communication of potential and confirmed business impacting events to Pfizer's Operations group. Periodic status communications to Pfizer's Operations Group while the events are in an active state. Monitoring the Command Center POC hotline and email queues for escalations. Show less

  • Incident Manager, Pfizer Global Command Center

    Jan 2015 - Jul 2019

  • MWS Global Incident Lifecycle Coordinator (ILC)

    Jan 2015 - Feb 2016
• 

  Amazon

  Sept 2019 - Aug 2021

  IT Incident Manager

  Large-Scale Distributed Systems Incident Management: Expertly triaged and managed critical incidents affecting Amazon's global fulfillment network, encompassing complex distributed architectures. Demonstrated ability to correlate system behaviors across interdependent systems to rapidly isolate root causes.ITIL Implementation: Integrated ITIL methodologies into incident management practices, establishing formalized problem management processes for recurring issues. Created a structured framework for categorizing and escalating issues between operations and engineering stakeholders.Data Analysis for Incident Resolution: Applied data analytics to identify patterns in incidents, implementing dashboards and reporting tools to visualize trends and drive proactive resolution of recurring issues.Incident Process Automation: Identified opportunities and implemented automation solutions within Incident Management workflows, significantly reducing Mean Time to Resolution and enhancing operational efficiency.Stakeholder Communication Strategy: Developed comprehensive communication strategies for incidents, including creation of escalation matrices, communication templates, and status update protocols. Reduced Mean Time to Bridge by streamlining notification processes for business-critical Severity 1 incidents. Show less

• 

  Pfizer

  Aug 2021 - Dec 2023

  Manager, SRE Infrastructure Operations

  Cloud Infrastructure Management: Managed Site Reliability Engineering teams supporting hybrid infrastructure combining on-premises and cloud environments, ensuring seamless operation of mission-critical systems across distributedarchitectures.Technical Automation: Developed Python scripts for distributing base RCM images to hyperconverged infrastructure (Dell VxRails), and created Ansible jobs to trigger automated upgrades, significantly reducing manual effort and improving deployment consistency.Metrics-Based Performance Management: Established and refined measurable metrics, including Service Level Objectives (SLOs) and Service Level Indicators (SLIs) within Infrastructure Operations teams, enabling data-driven decision making.Incident Response Leadership: Led comprehensive incident response efforts for major infrastructure events, applying root cause analysis methodologies to prevent recurrence and improve system reliability.Agile Transformation: Led Agile transformation within Operations groups, enhancing productivity and streamlining Service Lifecycle and Security patching processes. Key achievements included:• Planning Session Leadership• Development Oversight• Successful Sprint Management• Timely Product Delivery• Continuous ImprovementProblem Management: Managed comprehensive postmortem processes for major infrastructure events, implementing a full lifecycle approach from inception to production deployment of remediation actions, ensuring long-term solutions to recurring issues. Show less

• 

  Braze

  Jan 2024 - now

  Incident Manager II

  Cross-platform Incident Management: Lead triage and resolution of critical incidents across distributed cloud platforms including AWS and Azure, with expertise in resolving EC2 instances, Kubernetes infrastructure, pod scaling, and database processing and connectivity issues within complex SaaS environments.Data-Driven Incident Analysis: Leverage monitoring tools including Datadog and Kibana to perform advanced analytics on system health trends and incident patterns.External Customer Communications: Managed and administered the company's external-facing Statuspage. Worked with internal Technical Support and Customer Success leaders to draft incident communications for affected customers during outage windows.Process Improvement and Metrics: Implemented structured communication guidelines and defined update intervals based on incident severity.Executive Communication Strategy: Identified and implemented improvements to the communication process for executive leadership during major outages. Show less