James Rohl

About James Rohl

With over 8 years of experience specializing in incident handling and people management, I lead the Incident Command team at Smarsh. I facilitate cross-functional collaboration to drive incident resolution efficiently and cohesively, ensuring clarity and minimizing chaotic efforts. My focus is on developing effective processes that reduce Mean Time to Resolution while enhancing customer satisfaction. At Smarsh, I also design frameworks and comprehensive training programs to cultivate a global team of skilled Incident Commanders adept at managing high-priority enterprise incidents. My commitment is to fostering strong internal relationships and aligning teams to improve service quality and operational resilience.

Experience

1. Manager, Incident Command

   Smarsh

   Oct 2023 — Present · Portland, OR, US

   Manage a team that sets the direction and coordinates incident activities across multiple teams across multiple geographies with the goal of moving incidents to resolution as fast as possible, with as much clarity as possible, while learning as much as possible. • Set direction and effort to minimize chaotic effort and confusing communication.• Create effective process that drives Mean Time to Resolution down and customer satisfaction up. • Coordinate with multiple other internal teams.• Collaborate with SRE and Customer Support teams.• Develop frameworks and a training program that build a global team of Incident Commanders capable of managing our enterprise high priority incidents. • Build relationships that assist in acceptance of change • Lead a group of process creators and watchdogs.• Manage team backlog and tasks to push forward tasks.

Education

• Centrailia Community College

  History

  1994 — 1995

• Santa Barbara City College

  History

  2000 — 2002

Skills

• QA Engineering
• Test Planning
• Manual Testing
• Quality Assurance
• Xml
• Social Networking
• Project Management
• Editing
• Microsoft Sql Server
• Agile Methodologies
• Management
• Regression Testing
• Customer Service
• Public Speaking
• Social Media
• Microsoft Office
• User Acceptance Testing
• Technical Support
• Training
• Testing
• Leadership
• B2b
• Customer Relations
• Project Planning