Open to opportunities

Emanuele Sparacca

@emanuelesparacca

Staff SRE & RSSI delivering secure, observable cloud operations—cutting MTTR, governing SLI/SLO/SLA, and scaling SaaS reliability.

France

Message

What I'm looking for

I’m looking for a full-remote role where I can own SRE reliability and security operations end-to-end—governing SLI/SLO/SLA, improving MTTR/MTTD, and scaling observable, automated cloud infrastructure (CDI or freelance).

I’m a Staff SRE / RSSI with 25+ years in IT infrastructure and private cloud environments, focused on Cloud & Hybrid Infrastructure management for global SaaS platforms (200,000+ customers). I own end-to-end Tier-2/Tier-3 incident lifecycles, drive SLI/SLO/SLA governance, and improve change & problem management with clear performance KPIs (MTTR, MTTD, SLO compliance). I’m ISO/IEC 27001:2022 Lead (AWS, VMware vSphere, NSX, ESXi) and bring security rigor into day-to-day reliability work.

In recent roles at Zendesk, I built CI/CD and GitOps practices (GitHub Actions, GitLab CI, ArgoCD) and integrated AI-driven automation tools (Incident.io, Zendesk AI) to reduce MTTR by 35% and strengthen monitoring & observability (Grafana, ELK, Datadog). Earlier, I improved ITSM and incident workflows (ITIL v4, ServiceNow, Jira, Zendesk), authored operational runbooks and on-call documentation, and led technical quality and storage modernization—from disaster recovery and business continuity to SAN performance optimization. I’m ambitious, hands-on, and I communicate proactively with stakeholders during major incidents and post-incident reviews.

Experience

Work history, roles, and key accomplishments

Staff Incident & Problem Manager

Zendesk

Mar 2023 - Jan 2026 (2 years 10 months)

Owned Tier-2/Tier-3 incident lifecycle management and improved ITSM workflows for a global SaaS platform used by 200,000+ customers. Integrated Incident.io and Zendesk AI to reduce MTTR by 35% and strengthened observability and SLI/SLO/SLA governance.

Incident Management Problem Management SLIs SLO SLAs ITSM ServiceNow GitOps CI CD Observability

Senior Incident Manager

Zendesk

Mar 2020 - Feb 2023 (2 years 11 months)

Managed major incident handling with proactive stakeholder communication and post-incident reviews. Supported change advisory and release governance while improving cross-team collaboration to accelerate incident resolution and maintain SLA performance.

Incident Management ITSM ServiceNow Jira Stakeholder Management VPN DNS SLA Management

Senior Data Center Ops Engineer

Zendesk

Jun 2015 - Feb 2020 (4 years 8 months)

Authored operational runbooks and on-call documentation to improve team responsiveness and operational readiness. Managed vendor relationships and contributed to incident-management processes to maintain service availability and team efficiency.

Data Center Operations On Call Operational Runbooks Incident Management Vendor Management IT Operations Availability Documenting Operational Processes

ISMS Advisor & Storage Expert

Dell EMC

Jan 2014 - Jun 2015 (1 year 5 months)

Handled critical escalations and led complex incident resolution with RCA and PDCA-driven problem management for enterprise clients. Provided storage architecture expertise and change/release support, including SAN performance optimization and CAB/RFC governance.

Escalation Management Problem Management Storage Architecture (EqualLogic EMC)SAN Performance Tuning Change & Release Management (CAB RFC)

Technical Quality Leader

Dell

Jan 2013 - Jan 2014 (1 year)

Conducted performance audits and implemented continuous-improvement activities aligned with business objectives. Provided technical leadership, quality assurance, and mentoring across Dell server/storage product lines supporting 25+ FTE.

Quality Assurance Continuous Improvement Team Leadership Mentoring Server Storage Product Leadership Executive Reporting

Senior Systems Engineer & Leader

RCI Banque

Jan 2001 - Nov 2011 (10 years 10 months)

Led disaster-recovery and business-continuity implementations and supported infrastructure modernization and migrations across SAN, virtualization, and network redesign. Managed IT operations teams and improved delivery practices using Scrum/Kanban and ITSM tooling (ServiceNow, Jira, Zendesk, Incident.io).

PostgreSQL MySQL Disaster Recovery Business Continuity SAN (Dell EqualLogic)IT Operations Management Technical Leadership