Aaron Phillips

Launched an observability and incident remediation platform that empowered the engineering organization, driving a shift-left transformation for Verint's customer experience products in AWS and accelerating proactive issue resolution

• Successfully reduced MTTR by automating service recovery through AWS serverless, Python, Ansible, Harness CI/CD, and Rundeck, resulting in significant decrease in incident resolution time.
• Deeply integrated Observability (Datadog) into every day life of company. Resulted in preempting issues, diagnosing issues quickly, and relieving alert fatigue.
• Pioneered self-reflective learning culture by introducing Blameless Postmortems (BPMs), incident reports, and incident analytics.
• Guided 40 engineering teams to define and build SLOs, prioritizing uptime for product teams.
• Developed at-scale solutions for maintaining production observability infrastructure and configuration.
• Tightened Book-to-Revenue duration by automating tenant provisioning and configuration.

Transformed legacy Oracle Exadata data engineering into modern effective software delivery teams, with faster onboarding and daily batch execution, meanwhile repairing relationship with business stakeholders.

• Spearheaded software and client data onboarding services for $1B healthcare claims platform, managing $8M budget.
• Successfully transformed 50-person organization into agile, accountable, and excellence-driven team, exceeding MBOs.
• Stabilized failing production support model through automation, telemetry, and Blameless Postmortems, resulting in improved reliability.
• Drove Python, Apache Airflow, Kubernetes modernization efforts that reduced labor costs by 50% and improved reliability of data analytics pipeline
• Boosted internal NPS by 40 points in single year, establishing trust with business stakeholders through reliable delivery and clear communication.
• Coached and collaborated with directors, managers, agile practitioners, and engineers to foster culture of mutual accountability.

Pioneered CI/CD, Kubernetes, and serverless AWS at Aspect, modernizing core middleware services supporting Aspect Via cloud contact center.

• Led 20-engineer organization responsible for managing infrastructure services (Identity and Access Management, Messaging, Billing), implementing containerization and continuous deployment to Kubernetes.
• Modernized legacy telecom rating and billing systems using serverless AWS, achieving real-time capabilities.
• Increased Uptime and reduced MTTR through SRE principles
• Championed SRE practices, including SLO/SLI and Blameless Postmortems, influencing peer teams.

End to end technical ownership of telecom and IVR rating and billing platform. Ensured millions in revenue each month were being properly captured, rated, and integrated into ERP and reporting systems.

Drove modernization and implementation of Pentaho open source business intelligence server, plugin subsystem, and REST APIs. Acted as unofficial open source community lead.

Technical lead of specialty pharmacy services and clinical agent interfaces built on Java, Spring, Hibernate, Swing, Oracle. Managed large clinical program rollout garnering business accolades.

Designed and built various user administration tools for banking check image management such as CD export, using Java and PHP

Built remote administration software for network attached storage (NAS) startup, using Java Swing