Experience

Intercom

• United States
• Software Development
• 700 & Above Employee

• Senior Engineering Manager, Infrastructure Services

  • Oct 2022 - Present

  Dublin City, County Dublin, Ireland Running Developer Experience in Intercom. We enable Intercom to be a delightful place to ship product, by centralizing and scaling improvements in the tooling and infrastructure used to build Intercom. I manage a team of engineers - Team Builder-Tools, who own our CI/CD systems and our Developer Environments platform - and run our Developer Experience program. . For both of these areas, I have created the Mission, Vision and Strategy and built our technical roadmaps, and manage our… Show more Running Developer Experience in Intercom. We enable Intercom to be a delightful place to ship product, by centralizing and scaling improvements in the tooling and infrastructure used to build Intercom. I manage a team of engineers - Team Builder-Tools, who own our CI/CD systems and our Developer Environments platform - and run our Developer Experience program. . For both of these areas, I have created the Mission, Vision and Strategy and built our technical roadmaps, and manage our Systems Engineers and TPMs across performance management, career progression and daily / weekly goals achievement. I am an active Incident Commader for Intercom, and drive improvements to our incident response procedures across CS, Sales and Engineering in our Availability Program.

• Senior Engineering Manager, Infrastructure Services

  • Apr 2022 - Nov 2022

  Dublin City, County Dublin, Ireland Managing two teams in Intercom's Infrastructure Services Group. Team Cloud - our core Infrastructure team who provide the infrastructure platform on AWS for Intercom, and our world-class build-test-deploy CI/CD pipelines. Team Expand - our scaling team who build out new regional data centre presences for Intercom, and tackle some of the most important scaling opportunities inside the Intercom stack. For both of these teams, I have created the Mission, Vision and Strategy… Show more Managing two teams in Intercom's Infrastructure Services Group. Team Cloud - our core Infrastructure team who provide the infrastructure platform on AWS for Intercom, and our world-class build-test-deploy CI/CD pipelines. Team Expand - our scaling team who build out new regional data centre presences for Intercom, and tackle some of the most important scaling opportunities inside the Intercom stack. For both of these teams, I have created the Mission, Vision and Strategy, build our technical roadmaps, and manage our Systems Engineers across performance management, career progression and daily / weekly goals achievement. I represent R&D in our Data Residency Program to build the end-to-end solution for Intercom's customers, including cross-functional work across Sales, Sales Ops, Billing and Revenue teams. I am an active Incident Commader for Intercom, and drive improvements to our incident response procedures across CS, Sales and Engineering in our Availability Program. I also lead our Developer Velocity program where we remove velocity roadblocks for Intercom Engineering, to allow us to ship new features as fast as possible to customers.

• Engineering Manager, Infrastructure Services

  • Sep 2019 - Apr 2022

  Dublin, Ireland Managing a core infrastructure team in Intercom, focusing on Operations (Availability, Costs & Observability), Infrastructure & Automation (AWS, Terraform & custom tooling) and Deployment Services (CI/CD, and developer velocity tooling), and responsible for SOC2 / HIPAA / ISO 27001 controls related to all of that! I build our our quarterly roadmaps, aligned with company strategy, and enable my team to hit our goals, with a huge focus on people management and creating an environment for… Show more Managing a core infrastructure team in Intercom, focusing on Operations (Availability, Costs & Observability), Infrastructure & Automation (AWS, Terraform & custom tooling) and Deployment Services (CI/CD, and developer velocity tooling), and responsible for SOC2 / HIPAA / ISO 27001 controls related to all of that! I build our our quarterly roadmaps, aligned with company strategy, and enable my team to hit our goals, with a huge focus on people management and creating an environment for healthy, happy and engaged engineers :) Leads the team who built out European Data Hosting for Intercom in 2021.

• Manager, Customer Support EMEA

  • Mar 2018 - Sep 2019

  County Dublin, Ireland Managing the Customer Support Engineering team in Intercom. Our CSEs provide front-line engineering support to Intercom’s customers who look to integrate with Intercom using our APIs or SDKs. I’m responsible for career pathing and development of our CSEs in Dublin, all the way from interviewing and hiring, onboarding and training, performance management and KPI attainment through to development into the pipeline for Product Engineers. I have also built and ran the Intercom… Show more Managing the Customer Support Engineering team in Intercom. Our CSEs provide front-line engineering support to Intercom’s customers who look to integrate with Intercom using our APIs or SDKs. I’m responsible for career pathing and development of our CSEs in Dublin, all the way from interviewing and hiring, onboarding and training, performance management and KPI attainment through to development into the pipeline for Product Engineers. I have also built and ran the Intercom Incident Management process from the Customer Support side, running in parallel with engineering triage efforts to ensure we connect with our customers. Resident project manager for EMEA software development projects in Customer Support, including scoping, planning and sprint management. Our Customer Support Engineers build out tooling to improve our ability to support customers, as well as contribute to the features of Intercom itself. My day to day focus is on operational management of the CSE team, which includes analysis of our team using Tableau and Superset, and creating new operational processes based on data-driven analytics.

• Customer Support Lead

  • Jul 2017 - Mar 2018

  Dublin, Leinster, Ireland Making internet business more personal @ Intercom.



Amazon Web Services (AWS)

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Manager, Network Operations

  • Nov 2016 - May 2017

  Dublin, Leinster, Ireland Managing the Network Operations - Core team in AWS Dublin.

• Operations Manager, Cloud Support

  • Oct 2015 - Nov 2016

  Dublin, Ireland I manage two teams of Support Engineers; one focused on Storage and Content Delivery (S3, CloudFront, SES, Snowball) and the other focused on Developer and Mobile Services (Lambda, API Gateway, SNS, SQS and our mobile suite of Device Farm, Mobile Hub, Mobile Analytics). I also manage a virtual software team focused on building internal tools for our support engineers.

• Cloud Support Team Lead

  • Jun 2015 - Oct 2015

  Dublin, Ireland As a Team Lead in AWS Premium Support, I worked on initiatives and training focused on delivering the best customer experiences possible, and coaching and mentoring engineers.

• Cloud Support Engineer

  • Jul 2013 - Jun 2015

  dublin, ireland Devices team member at AWS Developer Support. Working with customers to help configure their Checkpoint, Cisco, Juniper, Fortigate, Sophos and other customer devices to configure static and dynamic (BGP) VPNs into their AWS resources, from simple LAN to enterprise level architecture. Also help customers provision and configure Direct Connect services into AWS from our Direct Connect partner colo locations, and provide support on the CloudHSM hardware encryption service. Certified AWS… Show more Devices team member at AWS Developer Support. Working with customers to help configure their Checkpoint, Cisco, Juniper, Fortigate, Sophos and other customer devices to configure static and dynamic (BGP) VPNs into their AWS resources, from simple LAN to enterprise level architecture. Also help customers provision and configure Direct Connect services into AWS from our Direct Connect partner colo locations, and provide support on the CloudHSM hardware encryption service. Certified AWS VPN SME. Member of the Premium Support team at Amazon Web Services Dublin, providing tier II support on Linux, Windows and AWS specific services such as: - Elastic Cloud Compute (EC2) - Elastic Load Balancer (ELB) - Simple Storage Service (S3) - Route53 DNS - CloudFront CDN - RDS and DynamoDB - Elastic Map Reduce - VPC and VPN - SES, SNS and SQS - and many more!



Spector Information Security

• Ireland
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Operations Manager

  • Jan 2012 - Jul 2013

  dublin, ireland Technical Operations Manager at Spector. I lead a team of engineers and am responsible for project management and day to day operational control of the service delivery from Spector. Past experience includes software development, network and systems engineering in Microsoft based environments. This encapsulates all manner of IT kit, from perimeter security and server deployment to desktop support and all in between. MCSA 2012 certified.

• Software Engineer

  • 2011 - Jan 2012

  Software development and engineering, project managment. SQL and .NET development.

• Network Engineer

  • May 2010 - May 2011

  Server Installation, joining domains, VOIP, firewalls, upgrading cabling, desktop and server support and installation, Windows Administration