Kristian Chapman
Maricopa,AZ
Summary
Dynamic program and project leader with over 9 years of experience in orchestrating enterprise technology initiatives across SRE, engineering, and business teams. Proven track record of delivering measurable outcomes through strategic automation, data-driven decision-making, and effective cross-functional collaboration. Recognized for successfully aligning analysts, developers, and executives to foster AI adoption, enhance process improvements, and achieve operational efficiency at scale. Committed to driving innovation and delivering impactful solutions that propel organizational success.
Overview
8
8
years of professional experience
Work History
Senior Business Systems Analyst Manager
PayPal
Remote, AZ
07.2025 - 02.2026
- Led enterprise RCA and change management initiatives supporting AI-driven and automation-focused engineering programs. Coordinated analysts, developers, and business leaders to improve delivery quality, operational metrics, and production safety.
- Reduced engineering change-related major incidents by 80 percent within the first 90 days by implementing automated change governance workflows and SOPs.
- Coordinated multiple parallel transformation initiatives across engineering teams, aligning analysts, developers, and leadership on AI-enabled process improvements.
- Built executive dashboards and scorecards used in weekly CTO staff reviews, providing data-driven insights into incident trends and operational metrics.
- Standardized RCA workflows and automated reporting, reducing average completion time from 10 days to 4 days.
- Implemented pre-deployment risk analysis processes that prevented more than 40 high-risk changes from reaching production within six months.
- Led cross-team working sessions, requirements gathering, and structured communications between technical and nontechnical teams.
- Trained and mentored five new hires, reducing onboarding time from 6 weeks to 3 weeks and improving incident response readiness.
SRE-Critical Major Incident Commander
PayPal
Remote, AZ
03.2023 - 07.2025
- Directed global P0 and P1 incident programs across engineering, product, and security teams. Supported automation and AI-assisted operational initiatives by coordinating high-severity events, executive communications, and recovery planning.
- Commanded more than 120 P0 and P1 incidents, restoring services 35 percent faster than prior baselines through structured response and automation practices.
- Protected millions in revenue by shortening incident duration from multi-day events to same-day mitigation for critical customer flows.
- Coordinated cross-partner technical workstreams, reducing investigation timelines from months to weeks.
- Introduced escalation playbooks and automated engagement workflows that reduced time to engage correct teams from 25 minutes to under 10 minutes.
- Led readiness programs and simulation exercises, improving first-hour containment success from 60 percent to 90 percent.
- Delivered weekly operational metrics, AI-assisted trend analysis, and executive reports to CTO staff.
Major Incident Manager Lead
Amazon
Remote, AZ
02.2022 - 03.2023
- Led global high-severity incident programs and supported automation initiatives across large-scale engineering environments.
- Resolved major incidents in an average of 2 to 3 hours compared to a prior 42-hour baseline.
- Improved incident engagement time from 15 minutes to under 5 minutes through automated alerts and process changes.
- Increased SLA performance from 68 percent to 96 percent within 90 days.
- Trained and mentored new incident managers, expanding the team from 4 to 13 members.
Physical Security Support Engineer II
Amazon
Remote, AZ
01.2019 - 02.2021
- Reduced account creation time from 3 days to 1 minute by designing a self-service automation tool.
- Led global vulnerability scorecard training for more than 500 stakeholders.
- Saved an average of 20 labor hours per day by implementing automated system health notifications.
Security Risk Analyst
Amazon
Remote, AZ
10.2017 - 01.2019
- Resolved more than 800 internal and external risk investigations.
- Built an incident management system used by global security teams.
Education
Master of Science - Cybersecurity Operations
Utica University
Master of Education - Educational Leadership and Special Education
University of Mary Washington
Bachelor of Science - Sociology and Criminal Justice
Virginia State University
Skills
- AI program coordination
- AI-driven process improvement
- Digital transformation initiatives
- Project and program management
- Agile and hybrid delivery
- Cross-functional team alignment
- IT and software engineering programs
- Roadmap and milestone planning
- Risk and dependency management
- Executive stakeholder communication
- Metrics, surveys, and data analysis
- Automation and operational tooling
- RCA and change governance
- Documentation and program governance
Timeline
Senior Business Systems Analyst Manager
PayPal
07.2025 - 02.2026
SRE-Critical Major Incident Commander
PayPal
03.2023 - 07.2025
Major Incident Manager Lead
Amazon
02.2022 - 03.2023
Physical Security Support Engineer II
Amazon
01.2019 - 02.2021
Security Risk Analyst
Amazon
10.2017 - 01.2019
Master of Education - Educational Leadership and Special Education
University of Mary Washington
Bachelor of Science - Sociology and Criminal Justice
Virginia State University
Master of Science - Cybersecurity Operations
Utica University