Kyle Finlinson

Vice President of Technical Operation @CallTek

Layton, UT, US

Establish and maintain Service Level Objectives (SLOs) for key services, including installations,software development, and call center operationsProactively monitor Service Level Indicators (SLIs) to ensure system reliability aligns with customerexpectations and operational goals.Implement error budgets to balance innovation and stability, prioritizing projects based on theirimpact on system reliability.Identify and eliminate repetitive manual tasks across onboarding, installations, softwaredevelopment, and call center operations through automation.Collaborate with teams to design and deploy automated solutions for monitoring, incident response,and performance tracking.Implement a robust incident management framework to ensure timely resolution of critical issues ininstallations, call center operations, and development projects.Conduct blameless postmortems for all incidents, documenting root causes and corrective actions toimprove reliability and reduce future risks.Develop and maintain monitoring dashboards to track system health, SLA adherence, and call centerperformance in real time.Align field services budgets with priorities and customer objectives, collaborating with internalstakeholders to maximize cost efficiency without compromising reliabilityProvide leadership to the operations team, setting and maintaining operational procedures and bestpractices.Design scalable processes and systems to support growth across installations, software development,and call center operations.

Brigham Young University

Actuarial Science, Mathmatics, Computer Science, Design Engineering