Open to opportunities

Brian FitzGerald

@brianfitzgerald

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Senior Incident Manager with expertise in incident response and automation.

Ireland

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What I'm looking for

I am looking for a role that values innovation and collaboration, where I can leverage my incident management expertise to drive operational excellence and enhance service reliability.

I am a seasoned Principal Incident Response Manager with over 15 years of experience in driving uptime and reliability for hyper-scale SaaS organizations. Currently, I lead global major incident responses at DocuSign, where I have redeveloped the entire RCA process and implemented AI-driven solutions to enhance operational efficiency. My role involves mentoring incident responders and briefing executive leadership on active incidents, ensuring that our response strategies are both effective and transparent.

Previously, I served as a Senior Incident Response Manager at Zendesk, where I spearheaded incident management for production and security incidents, and at Salesforce, where I supported RHEL-based infrastructure and automated deployments. My experience spans across multiple high-stakes environments, including Azure and Dynamics CRM, where I commanded high severity incidents and drove critical service reliability initiatives.

Experience

Work history, roles, and key accomplishments

Current

Principal Incident Manager and AI Lead

Current

DocuSign

Jul 2024 - Present (1 year 1 month)

Led global major incident responses for SaaS environment and redeveloped the entire RCA Process for the company. Built and utilized Function Calling/AI assistants, RAG, and Prompt Engineering while mentoring incident responders and briefing Executive leadership.

Incident Response RAG Prompt Engineering Python

Senior Incident Response Manager

Zendesk

Jan 2022 - Present (3 years 7 months)

Spearheaded incident management for production, security, and IT incidents, and managed EMEA on-call rotation and vendor relationships for incident tools. Implemented automation scripts and PagerDuty bots to enhance response efficiency.

Incident Management Incidents On Call Vendor Management PagerDuty

Site Reliability Engineer / Incident Manager

Salesforce

Apr 2019 - Present (6 years 4 months)

Supported RHEL-based infrastructure, automating deployments using Bash and Python. Conducted incident bridges for service outages and facilitated blameless RCAs, while leading the migration of workloads to AWS.

Site Reliability Engineering Incident Management RHEL BASH Python AWS Outages Blameless RCA

Service Engineer 2, Azure Customer Reliability Engineering

Microsoft

Jul 2018 - Present (7 years 1 month)

Commanded all high severity incidents across the Azure Platform and owned the Communications Strategy for these incidents. Resolved high-severity Azure outages, conducted deep-dive RCAs, and managed a portfolio of high priority customers.

Azure High Severity Incidents Communications Strategy

Service Engineer 2, Dynamics CRM

Microsoft

Aug 2015 - Present (10 years)

Managed, mitigated, and reported live-site incidents for CRM Online and Microsoft Dynamics Marketing systems, ensuring rapid resolution and stakeholder communication. Led software deployments across multiple datacenters and designed telemetry and monitoring for dozens of services.

Live Site Incidents CRM Microsoft Dynamics Software Deployment Telemetry Monitoring

Senior Application Engineer

PM Group

Aug 2014 - Present (11 years)

Served as a Senior Application Engineer for an international project-delivery company. Responsibilities included managing and supporting various applications.

Project Delivery Application Support System Management

Application Support Specialist / Sysadmin

Polaris Global Mobility/Topia

Nov 2011 - Present (13 years 9 months)

Provided application support and system administration for a company specializing in global mobility management. Managed and maintained IT infrastructure to ensure smooth operations.

Application Support Sysadmin Global Mobility Infrastructure System Administration

Tech Support Lead /Change Agent

Allied Irish Banks

Dec 2004 - Present (20 years 8 months)

Led technical support operations and acted as a change agent within the organization. Focused on improving technical processes and supporting banking systems.

Change Agent Technical Support Process Improvement

Education

Degrees, certifications, and relevant coursework

Microsoft Certiﬁed

Certiﬁed, Data Analysis, Administration

2016 - 2016

Obtained certification as a Power BI Data Analyst from Microsoft. Also achieved Salesforce Certified Administrator status, demonstrating proficiency in Salesforce administration.