Alice McElroy

About Alice McElroy

Strategic IT executive with 15+ years driving enterprise-scale operations, platform modernization, and digital transformation within Fortune 500 organizations. Leading $40M+ in technology operations at Royal Caribbean Group, directing 43 global team members across ITSM, DevSecOps, Observability, Business Continuity, and Platform Engineering. WHAT I DOI transform IT operations into strategic business enablers — building platforms, processes, and teams that power enterprise resilience, developer velocity, and operational excellence. INDUSTRY RECOGNITION & THOUGHT LEADERSHIP• Cisco Live US 2023 attendees): Featured speaker on Full-Stack Observability; TheCUBE executive interview• CrowdStrike Trends 2024 Webinar (APAC, EMEA, AMS): Featured speaker on ASPM; converted into customer case study• CrowdStrike Fal.Con 2025 attendees, 65 countries): Breakout speaker on CMDB simplification and attack path analysis; featured in official CrowdStrike customer case study PROVEN TRACK RECORDEnterprise Service Management & ServiceNow• Strategic authority and Platform Owner across Incident, Problem, Change, Release, Request, Knowledge, CMDB, SAM, HAM — leading dedicated engineering team driving roadmap and innovation across Integrated Risk and Health & Safety modules• Negotiated multi-million dollar contracts across ITSM and observability optimizing cost of ownershipObservability & Incident Management• Strategic authority for enterprise observability — driving platform roadmap, vendor management, and stakeholder engagement• Consolidated 28 monitoring tools delivering $2.5M+ in savings; improved detection speed and MTTR• Improved MTTR by 66% through observability and PagerDuty• Spearheading Zero-Touch Incident Management leveraging AI and automation to eliminate manual interventionDevSecOps & Platform Engineering• Centralized enterprise DevSecOps — Git as enterprise standard, Snyk security gates in CI/CD, all deployments enforced through ServiceNow Change Management• Built Internal Developer Platform: self-service Kubernetes onboarding, one-click CI/CD, and integrated IaCBusiness Continuity• Led Business Impact Analysis across 100+ applications reestablishing enterprise resilience CORE EXPERTISEESM | ITSM | ServiceNow | CMDB | Observability | Platform Engineering | DevSecOps | IDP | Snyk | AI Automation | ASPM | IT Asset Management | Business Continuity | Global Team Leadership LEADERSHIP PHILOSOPHYI build high-performing teams through trust and empowerment — fostering innovation and a transformation-focused culture.

Experience

1. Director, Global Applications and Support Operations

   Royal Caribbean Group

   May 2017 — Present · Miramar, FL, US

   World’s second-largest cruise line ($14B revenue, employees). Leading enterprise IT operations with $20M budget and 43-person global team. Scope expanded from ITSM (2017) → Observability (2018) → ServiceNow/ITAM (2019) → ITOM (2020) → Database/Middleware (2021-23) → DevOps (2024) → Business Continuity (2025). THOUGHT LEADERSHIP• CrowdStrike Fal.Con 2025: Breakout speaker on application risk visibility and CMDB simplification• Cisco Live US 2023: Featured speaker on Full-Stack Observability & TheCUBE executive interview• CrowdStrike Trends 2024 Webinar (APAC, EMEA, AMS): Speaker on ASPM; converted into customer case study SERVICE MANAGEMENT & SERVICENOW• Strategic authority and Platform Owner across Incident, Problem, Change, Release, Request, Knowledge, CMDB, SAM, HAM — leading engineering team driving roadmap and innovation• Implemented hybrid ServiceNow Health & Safety for maritime vessels synchronizing on-premises with SaaS• Service Desk employees): first-call resolution 40%→70%, engagement 62%→70% OBSERVABILITY & INCIDENT MANAGEMENT• Strategic authority for enterprise observability — driving platform roadmap, vendor management, and stakeholder engagement• Consolidated 28 monitoring tools delivering $2.5M+ in savings; improved detection speed and MTTR• Improved MTTR by 66% through enterprise observability and PagerDuty• Spearheading Zero-Touch Incident Management leveraging AI and automation to eliminate manual intervention PLATFORM ENGINEERING & DEVOPS• Built Internal Developer Platform: self-service Kubernetes onboarding, one-click CI/CD, and integrated IaC• Founded centralized DevOps team with standardized pipelines and GitOps culture ITAM & BUSINESS CONTINUITY• Centralized ITAM with CMDB integration: real-time visibility and license compliance• Reestablished enterprise BCM program with BIA across 100+ applications and DR tabletop exercises

Education

• University of South Florida

  🎓Bachelor of Science Degree in Management Information Systems

Skills

• Enterprise Software
• User Experience
• Agile Methodologies
• Web Development
• Change Management
• Strategy
• Requirements Analysis
• Oracle
• Crm
• Business Intelligence
• Siebel
• Software Project Management
• Project Delivery
• Software Documentation
• Web Analytics
• Project Planning
• Risk Management
• Business Analysis
• Requirements Gathering
• SEO
• Leadership
• Program Management
• Project Management
• Budgets
• Integration
• Sdlc
• E-Commerce
• Testing
• Scrum
• Projects
• Management
• Strategic Planning
• Process Improvement
• Account Management
• Consulting
• Business Development
• Vendor Management
• Training
• Oracle Applications
• Pmo