Luke Lenentine
@lukelenentine
Site Reliability Engineering and service-operations leader delivering reliable 24/7 IT services with SLA/KPI ownership.
United StatesWhat I'm looking for
I’m an operations and service-management leader with 20+ years supporting enterprise IT and 24/7 production environments, including 20 years with Microsoft Xbox. In my Senior Site Reliability Engineer role, I direct a support organization with clear accountability for SLA attainment, response and resolution times, and escalation performance.
I’ve spent my career building dependable incident and service practices—owning SLA/KPI delivery, managing incident and escalation workflows, and improving day-to-day operations through data-driven operational analytics. I’ve forecasted staffing needs, balanced coverage across specialist disciplines, and tightened service health through cross-functional coordination.
People leadership is a core part of my work: I coach and mentor engineers, manage employee performance, and strengthen succession planning for long-term reliability. I also rebuild the “how we work” layer—incident documentation, tracking, escalation procedures, and technical frameworks—so decisions during high-impact events are consistent and repeatable.
My foundation spans ITIL-governed operations since 2006 and hands-on infrastructure work across Active Directory, Windows Server, SQL/KQL, and monitoring/observability. From enterprise incident-management ops centers to automating system administration and supporting complex banking and hosting environments, I focus on building reliable teams, clear documentation, and workflows that scale.
Experience
Work history, roles, and key accomplishments
Senior Site Reliability Engineer
Microsoft Xbox
Jun 2021 - Jul 2026 (5 years 1 month)
Directed a 24/7 support organization with accountability for SLA attainment, response and resolution times, and escalation performance. Forecasted staffing and managed shift coverage across three technical disciplines while mentoring engineers into future leadership roles.
Service Engineer
Microsoft Xbox
Sep 2011 - May 2021 (9 years 8 months)
Served as a shift lead supervising Service Engineering, SQL Database Engineering, and Network Engineering subject-matter experts, continuing leadership from prior systems administration experience. Rebuilt incident documentation and tracking, improved incident resolution coordination across teams, and authored incident-response and escalation frameworks used during high-impact events.
Systems Administrator
Microsoft Xbox (Siemens & Atos Vendor)
Sep 2006 - Sep 2011 (5 years)
Coordinated Service Engineering, SQL Database Engineering, and Network Engineering subject-matter experts as shift lead while also coordinating system analyst support. Designed and implemented ITIL processes and policies for a 24x7x365 Incident Management Ops Center and trained and onboarded over 100 System Analysts.
Systems Administrator
Peoples Bank
Jun 2005 - Sep 2006 (1 year 3 months)
Designed, implemented, and maintained Active Directory and SMS 2003 infrastructure, including bank-wide application systems in an n-tier environment. Implemented automation and backup solutions, installed SQL databases, and developed complex SQL JOIN queries and Scheme solutions to address software limitations.
Systems Administrator
Pacific Software Publishing, Inc.
Aug 2004 - May 2005 (9 months)
Administered Active Directory across Windows NT 4, 2000, and 2003, and built, installed, and maintained servers in a 150+ server web-hosting data center. Wrote and maintained Access/SQL tracking databases, diagnosed and repaired hardware faults, and provided server/email troubleshooting plus security and VPN solutions.
Network Engineer
Microsoft Travel
Jun 1998 - Sep 1999 (1 year 3 months)
Supported incident, knowledge, and change-management activities for Microsoft Travel and American Express technical operations. Independently developed the Microsoft Travel website for COMDEX 1998.
Education
Degrees, certifications, and relevant coursework
Western Washington University
Bachelor of Arts, International Business Administration
Activities and societies: Minor: Japanese Language; coursework completed Aug 2004.
Completed coursework toward a B.A. in International Business Administration. Minor in Japanese Language.
Asia University
International Study, Japanese Language (international study)
Completed an international study experience at Asia University in Tokyo, Japan.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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