Experience
Global Outages & Crisis Detection Analyst IV
Jul 2025 – Present
Uber Technologies
- Lead global incident response and anomaly detection to ensure platform stability and a "zero-defect" user experience across all Uber products.
- Serve as the strategic bridge between Engineering and Business Operations, monitoring real-time data signals to identify technical disruptions before they escalate.
- Spearheaded Project GUARD integration into GFX workflows, replacing manual agent-only reporting with automated anomaly detection that flags CTs abnormal or higher, creating a new bug-catch layer previously invisible to GSDFEs.
- Built and owned Grafana dashboards to proactively detect error spikes, resulting in 30% faster response times and increased incident detection rates.
- Lead incident post-mortems, determining lessons learned and key steps to reduce future risk.
- Tested AI detection tools, identifying edge cases, analyzing data bias and patterns, and verifying model outputs to improve detection accuracy.
- Served as primary incident lead for internal and external stakeholders during ongoing high-severity incidents.
- Leverage AI-driven tooling and automation to enhance crisis detection speed, signal accuracy, and response efficiency.
Program Specialist IV
Jun 2023 – Jul 2025
Uber Technologies
- Collaborated with Product & Program Managers on cross-functional, globally impactful projects across Earner, Consumer, Uber for Business, and Merchant verticals.
- Built a Google Sheets → Asana automation that ingested PRDs, ERDs, and new product rollouts, auto-assigning project leads, due dates, and tasks, enabling SMEs to rapidly produce runbooks for bug and outage specialists.
- Led the Non-Bug Issues project, identified top outlier issues manually fixed by GFX, standardized a resolution process, and created runbooks so T3/T4 agents could independently resolve issues like Stuck Trips and language changes without creating T3s for Engineering.
- Launched the #gfx-sme-assist Slack channel, trained SMEs to handle real-time manual requests from Consumer, Earner, and U4B queues, reducing engineering dependency for common non-bug resolutions.
- Built a robust knowledge base including troubleshooting guides, learning plans, and training resources; led Tier-4 Mindset Change / Non-Bug Issues rollout January 2025.
- Led design and implementation of Tier 1/Tier 2 process segmentation; translated vague business challenges into actionable projects with clear milestones and stakeholder alignment.
Bugs & Outages Specialist
Apr 2020 – Jun 2023
Uber Technologies
- Reviewed up to 20 reported bugs daily, triaged, validated expected behavior, and reproduced issues before escalating to engineering.
- Spearheaded proactive identification of high-impact user issues, preventing potential multimillion-dollar outages.
- Monitored ~50 reports, holding engineers accountable to SLAs and pushing reprioritization as the scope of impact evolved.
- Escalated outages to owning team's on-call engineering resource and actively assisted with debugging efforts.
- Communicated with cross-functional teams to produce results and authored support instructions deployed globally to all support agents.
Senior Expert
Apr 2019 – Apr 2020
Uber Technologies
- Oversaw daily operations of a 13-person team, managing schedules while maintaining SLAs.
- Lost & Found POC — handled intake, storage, and return of 300+ items quarterly.
- IT POC — maintained electronics inventory and resolved tech issues for the site.
- Ran daily stand-ups, assigned responsibilities, and handled in-person driver escalations.
Expert
May 2018 – Apr 2019
Uber Technologies
- Delivered high-quality in-person support to driver-partners — 40–50 contacts per day.
- Demonstrated empathy and problem-solving in high-stress, fast-paced environments.