Site Reliability Change Management

Rob Syto

Dover, DE ***** 302-***-**** *******@*****.*** LinkedIn

Experience Technology Leader

Deep expertise in fintech infrastructure and operational change management. Experience in contact center operations technology and site reliability engineering principles. Strong relationship-building and stakeholder management skills, successfully interfacing with levels of the organization. Adaptive learner with proven success in planning, collaborating, and driving progress implementing effective results.

Skills

SRE (Site Reliability Engineering), API Governance, Application Security Assessments

Incident Management, Problem Management, Vendor Management

Project Management, Resource Management, Change Management

Service Desk, ITIL, Agile Ceremonies, Business Analysis

Experience

J.P. Morgan Chase & Company 2015-2024

Lead Technical Program Manager March 2021-November 2024

Managed API governance for various lines of businesses, including research and socialization of latest developments.

Established partnership with development teams to review and approve business term name and definition for all API data elements.

Ensured logical API models translate seamlessly to a forward engineer physical API database schema based on pre-defined data model to generate DDL (Data Definition Language) for implementation in a relational API database.

Maintained changes to API governance policies, standards, guidelines, and procedures.

Defined the integration points of API governance within the standard project methodology.

Application Owner May 2019-March 2021

Participated in software and system performance analysis and tuning, service capacity planning and demand forecasting.

Investigated and resolved technical issues, collaborated with vendors to resolve hardware and software issues.

Established policies and procedures for system monitoring, performance optimization, and disaster recovery.

Designed systems management solutions using automation and self-repair rather than relying on human intervention.

Maintained system documentation and knowledge base.

Collaborated with cross-functional teams to ensure appropriate business measures were defined and documented.

Application Performance Monitoring Lead March 2015-May 2019

Established a 10-member SRE team with diverse backgrounds and skill levels. Unified growth to align with the Organizational Maturity Model

Provided 24/7 technical support and maintained service level agreements.

Implemented dashboard solutions using tools like Prometheus and Grafana leading to improved system observabilty and proactive incident manager.

Maintained performance test environments that helped validate system readiness before project rollouts and product launches.

Prioritized and communicated roadmap to clients ensure the quality and maintenance for all monitoring requirements and appropriate business transaction coverage were implemented.

Ensured team cross-training and education program to significantly reduce siloing, increase product throughput, and improve team collaboration.

Provided self-service pipelines in most production deployments to decrease bottlenecks by 80% and allow engineers to deliver new features faster.

Implemented monitoring systems (Dynatrace, Splunk, Willey, etc.) for a hybrid environment and set SLAs for critical services. Built automation to support delivery and maintenance of all monitoring, alerting, and support dashboards.

Education

Delaware Technical & Community College, Wilmington, DE

Pink Elephant Certifications

ITIL Practitioner Certified for Incident Management, Problem Management, and Service Desk

ITIL Practitioner IPSR Support and Restore, ITIL

ITIL Foundation IT Service Management, ITIL

Learning Tree International

C++ Programming – Hands-on Introduction to Programming

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