James Rohl
Manager, Incident Command @Smarsh
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WORK HISTORY
Manager, Incident Command @Smarsh
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
Santa Barbara City College
History
SKILLS
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.
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