Johnny Shen
@johnnyshen
ITSM incident leader specializing in incident and problem management to minimize business impact and improve MTTR.
United StatesWhat I'm looking for
I’m a hands-on ITSM leader with 12 years of experience focused on Incident and Problem Management. I thrive in high-pressure situations, using strong command and control to drive effective mitigation and executive-level clarity.
In my current role as an Incident Commander at PEGA, I act as the voice of the incident bridge—collaborating across client representatives, 3rd-party vendors, internal engineers, and MSPs to protect business outcomes. I craft executive communications during multi-client incidents, maintain the “PEGA Cloud” real-time status page, and earn trust by ensuring SLAs outlined in PEGA’s client handbook are met.
Previously at CDW, I led root-cause investigations and built KPIs for incident and problem management, presenting RCA findings to executive leadership. I also implemented a blameless, reactive problem management process and created a problem tracker that ties together problem tickets, related incidents, emergency change authorization, and root-cause findings.
I’ve also supported large enterprise incident operations at Broadridge, JPMorgan, and Citi—standardizing processes, improving incident metric reporting, and reducing manual reporting toil by consolidating data pipelines.
Experience
Work history, roles, and key accomplishments
Led the incident bridge to mitigate business impact by aligning client representatives, third-party vendors, internal engineers, and MSP partners. Produced executive communications during multi-client incidents, maintained the PEGA Cloud real-time status page, and supported SLAs by coordinating to client handbook requirements.
Owned RCA and problem follow-through by investigating root cause with cross-functional teams and producing post-incident preventative actions. Built KPIs for incident and problem management and delivered executive presentations on Severity 1 RCA findings.
Provided customer-centric incident management support for the firm’s top clients by partnering with client service teams on incident metrics, KPI tracking, lifecycle management, and client communications. Evaluated break-fix activity to approve or reject emergency changes using impact vs. risk assessment and supported UAT pilot testing with developer feedback.
Rotationally led the NA Global Technology Infrastructure Incident Management team, directing incident prioritization and severity management. Contributed to GTI Crisis Team disaster recovery simulation planning and reduced manual reporting toil by consolidating multiple data pipelines into a single incident reporting tool.
Managed critical incidents from inception through mitigation using command-and-control and appropriate severity prioritization. Ensured timely escalation to business, technical, and legal teams and used ServiceNow as the system of record for incident, problem, and change tracking.
Provided L1/L2 monitoring for distributed systems to support 24/7 uptime of critical applications and executed mainframe operational changes, including nightly batch processing. Contributed to a four-person transition of 30 mainframe batch processing jobs from Poland to the US as part of staff consolidation.
Education
Degrees, certifications, and relevant coursework
The University of Texas at Austin
Bachelor of Business Administration, Management Information Systems
Earned a Bachelor of Business Administration with a major in Management Information Systems, completed in May 2012.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Interested in hiring Johnny?
You can contact Johnny and 90k+ other talented remote workers on Himalayas.
Message JohnnyFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
