Heath Newburn

Defined and built PagerDuty's first-ever Field CTO function from the ground up - creating the role, the playbook, and the impact. Architected a suite of high-impact technical engagement models: Operational Resilience Workshops that reframed how enterprises think about system reliability, whiteboard-driven sales frameworks that accelerated complex deal cycles, and expanded demo capabilities that brought the product's technical depth to life for engineering and executive audiences alike. Served as the technical authority in PagerDuty's most strategic deals - operating fluently across the C-Suite, VP, Director, and practitioner layers to connect business risk to engineering reality, and translate operational complexity into outcomes leadership could act on. Led cloud and digital transformation engagements with enterprise clients, delivering executive briefings that positioned resilience not as an IT concern, but as a core business capability. Helped solidify PagerDuty's leadership in critical industries, including Telco, Utilities, Manufacturing, Insurance, Financial Services and FinTech. Partnered with the Partner & Alliances organization to define technical and GTM strategies across cloud providers, systems integrators, and SaaS ecosystem partners - building the frameworks that extended PagerDuty's reach into new markets and technical communities.

Led and developed a team of Solutions Architects in a player-coach capacity, focused on pre-sales engagement with PagerDuty's most strategic enterprise clients. Prioritized the growth of each team member through direct coaching, structured mentorship, and a focus on building the technical and consultative skills needed to operate at the highest levels of the sales cycle. Drove measurable improvement across the team's core KPIs: increased conversion rates, reduced reliance on lengthy proof-of-value engagements by shifting the team toward targeted, high-impact demos, and built repeatable workshop and whiteboard frameworks that gave the team a consistent, scalable approach to winning complex deals. Expanded the team's technical depth and breadth across DevSecOps, ITSM, CI/CD, APM, Observability, and adjacent tooling, enabling Solutions Architects to position PagerDuty as the integration layer that unified existing customer investments into cohesive solutions delivering Operational Excellence and measurable business outcomes. Built a team culture centered on retention, development, and performance. Invested in promotion pathways for high performers and maintained excellent feedback and survey scores that reflected both team satisfaction and the quality of the customer-facing experience the team delivered. Selected for President's Club in 2025.

Owned the GTM strategy and technical sales execution for PagerDuty's AIOps portfolio, driving automation and analytics adoption across the platform and building what became the fastest-growing and highest-converting solution in the company's portfolio. Partnered directly with sales teams and solutions consultants to sharpen deal strategy and execution, developing demo frameworks that brought the technical depth of Event Intelligence, Automation, and AIOps to life for both engineering and executive buyers. Designed and delivered workshops and whiteboard sessions for critical deals, giving sellers a repeatable, technically grounded approach to accelerating complex opportunities through the pipeline. Served as the technical authority for AIOps at external conferences and Executive Briefing Center events, presenting PagerDuty's vision and solution architecture to enterprise audiences and establishing credibility with technical decision-makers at the highest levels. Drove pipeline growth across Event Intelligence, Automation, and AIOps by equipping field teams with the technical strategies, tools, and frameworks needed to identify, qualify, and close strategic opportunities. Carried quota tied to the full company number with additional MBO targets.

Responsible for 7 accounts in Texas. Delivered first positive growth on a large telecom account that had been stagnant for 5 years. 75% on ramped 2019 plan, 80% plan FY 2020.

Reported to the WW VP of Sales with responsibility for infrastructure, cloud software, and services. Achieved 80% of plan in 2016 on an unramped half-year, 110% in 2017, and 330% in 2018. Awarded Client Rep of the Year in 2018 and consistently recognized by business partners as a critical customer-facing resource. Combined technical depth and sales acumen to build the software business from the ground up, growing annual contract value from zero in 2016 to over $8M in 2019 and landing 18 new logos across financial services, insurance, and high tech. Served as the primary technical and commercial resource for clients, helping IT leaders navigate complexity by connecting their existing strengths and platform investments to measurable business outcomes. Acted as a trusted advisor at the executive level, translating technical capabilities into business value across a broad solution portfolio that included ServiceNow, IBM BigFix, IBM Netcool, and complementary infrastructure and cloud software. Built and expanded ServiceNow environments that became deeply embedded across client organizations, extending platform value beyond IT into HR, Legal, Finance, Compliance, and other business units through self-service portals, automation, and cross-functional process integration. Delivered mobile applications that expanded platform access for approvers and end users, and led upgrade engagements that unlocked new outcomes on existing investments. Held expertise across CSM, SecOps, Facilities, and ITBM. Leveraged IBM BigFix to drive endpoint management and security compliance outcomes for clients, and applied IBM Netcool to modernize event management and monitoring operations, helping clients build more resilient and visible infrastructure environments. Brought these solutions together with ServiceNow to deliver integrated, end-to-end operational solutions that reduced complexity and improved IT performance.

Engaged clients by integrating their existing IT assets - including people, software, hardware, and services, with IBM's capabilities in the fastest, least disruptive, and most cost-efficient way possible. Built the business case for technology adoption by demonstrating how combined capabilities drove down costs while positioning IT as a revenue engine through new routes to market and support for emerging business offerings. Served as a trusted technical advisor, helping clients understand the latest technology trends in the context of their specific business challenges, including competitive landscape analysis that gave clients a clear view of where different technologies excelled and where they fell short. Applied deep technical breadth across the full IT stack to qualify, advance, and close complex deals: IT Operational Analytics (ITOA) and IT Operations Management (ITOM) ITSM, ITIL, Help Desk, and Service Desk process management Hybrid, private, and public cloud architecture and strategy SaaS, PaaS, and IaaS platforms and migration strategies Change management, configuration, discovery, and dependency mapping DevOps practices, orchestration, and provisioning Virtualization across VMware, KVM, and Xen Open source technologies, APIs, and OpenStack Application Performance Management (APM), monitoring, and systems management Server, network, and storage management Competitive analysis and technology positioning Used multiple sales techniques - whiteboard, Challenger, and consultative selling, translating technical complexity into clear business outcomes that accelerated deal cycles and built long-term client trust.

Led IBM's Americas Cloud and Service Management Tiger Team as a player-coach, reporting directly to the VP of North American Sales. Built and scaled a hand-picked team of experts from 5 to 14 people, assembling a group that combined deep technical sales expertise, business value analysis, and consultative selling skills to form one of the highest-performing specialized teams in the organization. Drove accelerated deal closure and deal expansion across the Americas, IBM's largest Tivoli market, by deploying a business value-based selling methodology that connected Service Management capabilities directly to measurable client outcomes. Led the team through complex, multi-stakeholder engagements where technical depth, commercial acumen, and executive presence all had to operate in concert. As player-coach, stayed active in the field alongside the team, modeling the consultative and technical engagement approach while developing each team member's ability to navigate large enterprise deals independently. Prioritized talent development, cross-functional collaboration, and a team culture built around consistent performance and mutual accountability. The team engaged a broad cross-section of enterprise clients across the Americas, driving pipeline growth and deal expansion across a comprehensive solution portfolio: Business Value and ROI-based selling frameworks Cloud strategy across hybrid, private, and public environments SaaS, PaaS, and IaaS platforms and offerings Integrated Service Management architecture and implementation Infrastructure monitoring across network, server, and application layers Application Performance Management (APM) Provisioning and orchestration Tivoli platform positioning and competitive displacement Coaching and mentoring Delivered significant and measurable value to the North American sales organization, consistently demonstrating the team's impact on deal velocity, deal size, and win rates across the region's most strategic accounts.

Led a geographically distributed product management team across the Netcool and IBM Tivoli Network Management portfolio, including Netcool/Omnibus, IBM Tivoli Network Manager (ITNM), and Intelliden/Netcool Configuration Manager (NCCM). Managed team members at varying levels of experience and expertise, investing in their development while maintaining a high standard of execution across a complex and competitive product landscape. Built and executed product strategy, competitive analysis, pricing, and market research for a portfolio that sat at the core of consolidated IT operations for some of the world's largest enterprises. Worked across the full product lifecycle to ensure the Tivoli portfolio remained competitive, well-positioned, and tightly aligned to evolving customer needs in network and event management. Grew market share through a combination of sharp competitive positioning and deep client engagement, leading complex, high-stakes displacement deals at major telecoms, banks, and insurance companies. Built additional expertise and expanded presence with utilities and IoT-focused organizations, extending the portfolio's reach into emerging operational technology environments. Served as the senior technical and commercial resource in large, strategic client engagements, translating product capabilities into compelling business cases that gave enterprise buyers the confidence to standardize on the Tivoli platform at scale.

Responsible for creating, refining, prioritizing and championing requirements to the development organization. Face of the IBM Tivoli Monitoring Product to Customers. Planning and driving key customer facing events. Technical presentations, analysts and executive briefings.

Overall test lead for the monitoring area Responsible for overall quality of software release Architect and design software test automation strategy Worked with test leads across all teams to drive common automation, test reuse and matrixed testing to minimize overlap and maximize coverage. Backed up project manager and owned defect reporting and tracking across multiple product areas. Responsible for reviewing latest test tools and methodologies to identify best practices for Test Was the technical quality champion and the reported to pillar quality czars. Responsible for reviewing new requirements and design documents for testability, scalability, usability, etc.Led a screen team to reduce number of invalid defects being submitted to common code bases. Helped drive the Tivoli-wide Test Self Assessment to identify and implement improvement actions. Quality Czar Fix Pack Test Lead Software Test Architect Software Test Strategist Test Engineer

Contracted to Motorola Telematics by Quality Researched Personnel Senior Software Engineer / Test Lead. Did analysis of multiple tools for defect tracking and test automation. Assisted in installation and instruction for ClearCase and ClearQuest. Responsible for designing, installing, networking and administering client platform test lab consisting of embedded platforms, NT, Linux and QNX machines. Responsible for platform integration using Intel hardware, QNX/Neutrino embedded OS, OTI JVM, and software from several internal groups. Lead test team in designing test automation using Java and Test Director.

Contracted to Motorola Iridium Project by Quality Researched Personnel Technical Lead. Responsible for onsite deployment at Iridium’s Satellite Network Operations Centers in Virginia and Rome to coordinate test efforts for new software drops and act as point of contact to resolve any ground software related issues. Coordinated installation, test and deployment of both scheduled drops and emergency fixes. Was responsible for ensuring success of all new deployments. Test Lead System Software Installer. Space Vehicle Database Domain Test Lead Configuration Management Engineer.