Mychau Ngo
Lead Site Reliability Engineer Technical Duty Officer @PayPal
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WORK HISTORY
Lead Site Reliability Engineer Technical Duty Officer @PayPal
San Jose, CA, US
Acted as Lead Senior SRE and Incident Manager (TDO) for MREC, owning end-to-end escalations and directing cross-org response during merchant-impacting incidents • Trained and mentored MREC leads to operate as incident managers, establishing consistent incident command practices aligned with the TDO model • Led the build-out of the Merchant Reliability Engineering Center (MREC), centralizing merchant health ownership and incident response • Led the Product Health Enablement “Business Error 911” initiative, mitigating 100M+ annual merchant-impacting 4xx errors with executive visibility and establishing a process later automated and scaled across the organization• Reduced live merchant support MTTD by ~90% and halved JIRA backlog in two months • Led resolution of the organization’s most complex, high-severity incidents with executive visibility, reducing business impact and preventing revenue loss • Defined incident roles and authored playbooks and SOPs, standardizing merchant-facing incident management • Led XO checkout health reliability initiatives across conversion, transaction completion, and authorization flows, partnering with 10+ payments teams and their leadership • Established business-aligned health signals and escalation for authorization failures and conversion drops, delivering DataDog dashboards used by senior leadership
EDUCATION
Notre Dame de Namur University
Master of Business Administration (MBA), Finance
University of San Francisco
Master of Science (MS) , Computer and Information Systems Security
University of San Francisco
Master of Science in Information Systems, Biotechnology
Ohlone College
Associate's degree, Computer and Information Sciences and Support Services
Notre Dame de Namur University
Bachelor's degree, Business Administration and Management, General
SKILLS
ABOUT MYCHAU NGO
Lead Senior Site Reliability Engineer and Technical Duty Officer with 20+ years of experience operating and protecting revenue-critical, large-scale distributed systems across PayPal, Netflix, Yahoo, CA Technologies (acquired by Broadcom), and Sun Microsystems.My work centers on incident response and incident management at scale—leading high-severity P0/P1 incidents, building durable reliability frameworks, and serving as a trusted executive incident communicator during critical business events. At PayPal, I led the build-out of the Merchant Reliability Engineering Center (MREC), drove the Product Health Enablement “Business Error 911” initiative (mitigating 100M+ annual merchant-impacting 4xx errors), and owned checkout health reliability across conversion, transaction completion, and authorization flows.I have served as Technical Duty Officer in PayPal’s Command Center, owned Cyber5 stress testing and peak-season reliability readiness, and scaled incident leadership by training and mentoring TDOs and MREC incident leads to operate with consistent command, judgment, and executive readiness. My focus is on aligning reliability signals with business impact, improving MTTD/MTTR, and building processes that scale beyond individuals and teams.I hold an MBA in Finance and dual Master’s degrees in Information Systems, enabling me to operate effectively at the intersection of engineering execution, operational rigor, and business leadership.Core Focus AreasIncident Response & Incident ManagementSite Reliability Engineering (SRE)Distributed Systems & Platform ReliabilityExecutive Incident CommunicationsMTTD / MTTR Optimization
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