Incident Management Response

Gretchen Maria Everson

Email: *************@*****.*** Phone: 210-***-****

LinkedIn: linkedin.com/in/gretchen-everson

If I don’t have what you need, I will find who does! Professional Summary

A results-driven Incident Response Manager with over four years of experience managing high-impact incidents across global teams. Adept at overseeing the entire incident lifecycle—from triage to resolution—ensuring timely communication, thorough documentation, and continuous improvement through post-incident reviews. Expertise in managing incidents in both public and private cloud environments and facilitating root cause analysis (RCAs) to prevent recurrence. Passionate about optimizing incident management processes to minimize service disruptions and enhance organizational resilience. Core Competencies

● Incident Management & Response

● Root Cause Analysis (RCA) & Postmortems

● ITIL 4 Best Practices

● Cross-Functional Team Collaboration

● Major Incident Communication

● Process Improvement & Documentation

● ServiceNow, PagerDuty, Confluence, Tableau, Everbridge, MS O365

● ITIL 4, SAFe 5, Six Sigma Yellow Belt

Professional Experience

Incident Response Manager II

Rackspace Technology 2021 - 2025

● Led and managed major incidents, coordinating cross-functional teams to mitigate service disruptions and restore operations quickly.

● Drove the incident management process, ensuring thorough communication, timely escalation, and resolution of critical incidents.

● Developed and maintained incident response procedures and playbooks, reducing recovery time for impacted customers.

● Led the development of a comprehensive ransomware response plan, providing clear guidance for customers and support teams during ransomware incidents.

● Facilitated root cause analysis (RCA) sessions post-incident, utilizing methodologies like the Ishikawa Fishbone diagram and the Five Whys to identify areas of improvement.

● Documented incidents, tracking progress in ServiceNow, and providing post-incident reports, ensuring transparency and continuous improvement.

● Spearheaded process improvements in incident management workflows, including a ticket auditing process and internal wiki articles to streamline team operations and knowledge sharing.

● Collaborated with technical teams to analyze trends and implement proactive measures to reduce future incidents.

Senior Service Desk Technician

Rackspace Technology 2014 - 2020

● Managed high-priority incidents and escalations for global employees, providing critical technical support to prevent service outages and reduce downtime.

● Acted as a point of contact for major service disruptions, ensuring all communication was handled promptly and accurately between teams and stakeholders.

● Worked closely with incident management and technical teams to resolve critical issues and maintain business continuity during major incidents. Service Desk Technician III

Rackspace, The Open Cloud Company 2012 - 2014

● Provided after-hours support for critical incidents, acting as the single point of contact for escalation and troubleshooting of high-priority issues across multiple regions.

● Supported incident management teams by ensuring timely and efficient ticket resolution and facilitating collaboration with cross-functional teams. Service Desk Technician

Rackspace 2006 - 2012

● Served as the first line of defense for incident detection, troubleshooting, and escalation, supporting global users across multiple regions and time zones.

● Documented incidents and escalations, ensuring accurate handoffs to senior teams and maintaining clear communication throughout the incident lifecycle. Network Specialist

The Computer Shop SA (Daemon Systems) 2001 - 2006

● Provided on-site and remote incident response for clients, handling critical system issues and network outages.

● Built, maintained, repaired, installed and configured operating systems, hardware, software, and networking components.

Certifications & Training

● ITIL 4 Foundation Certification (2022)

● SAFe 5 Practitioner (2022)

● Six Sigma Yellow Belt (2022)

● A+ Certified (2001)

Tools & Technologies

● Incident Management & Communication: ServiceNow, PagerDuty, Microsoft Teams, Slack

● Knowledge Management & Documentation: Confluence, SharePoint

● Data Analysis & Reporting: Tableau, PowerBI

Education

BA in Classics

College of Charleston

Certified Generic Special Education Texas Educator Recommmendations

https://www.linkedin.com/in/gretchen-everson/

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