Have you ever met someone who can fly a commercial airplane AND manage IT operations? Meet Anthony Goolab, Service Operations Manager at TUI. Since last year, he’s been orchestrating TUI’s incident management with PagerDuty. But wait, there’s more! Anthony is also a published author and patent holder. Read the full interview 

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What is your current job title? How many years of experience in the industry do you have?:
Service Operations Manager, Group IT 1Yr at TUI, 19 Years in IT.

Feel free to share more about your background (professional/personal), where you are originally from or based in, a memorable moment in your career/life, or any "one thing we can’t guess from your LinkedIn profile" type of story.:
I have worked in IT for 19 years for some well known brands. My last few roles have been in service delivery and a highlight was supporting the elected Members of Parliament for the last Government in my previous company. It was Incredibly stressful, yet very rewarding and walking the halls of Westminster Palace made me feel very privileged.

My formal training is in aviation and I am a qualified commercial pilot, which has helped my in my roles at TUI and British Airways as I applied my knowledge of aviation and IT to help drive the companies forward.

Facts about me which you won't find on LinkedIn are:
- I own a couple of patents, a number of registered designs and trademarks
- I have written 2 books; 1 science fiction novel and a cookbook.

How many years of working with PagerDuty products (please mention which ones) do you have?:
Just 1 - My first experience of the tool is with TUI since April 2024.

Tell us about your experience using a PagerDuty product, native integrations, custom APIs, extensions or add-ons to services/systems challenges you were trying to fix/solve/improve and what you achieved after the implementation (feel free to include performance metrics, if available or any fun/odd/remarkable stories).:
I'm still learning, but so far I have been very impressed. I was a BMC Remedy person for about 10 years, but I can feel PagerDuty has the edge. So as I learn, I speak to the services I look after in TUI to seek their views and I'm proud to say I have begun to strengthen the relationship with PagerDuty and have arranged a visit to our head office discuss further opportunities.

What type of resources you like/use the most when in need of support? Knowledge Base, Ops Guides, LinkedIn/Twitch streams, 1o1 with Devops Advocate/Account Manager/Solutions Consultant, Community Forums, PagerDuty University training/certifications or other. Tell us why!:
So far, I can see the value in our Jira and Datadog integrations and am pushing change management integration with my services.

Do you have a favorite PagerDuty product and/or API, integration? Tell us why!:
Jira and Datadog - Shows the value and benefit of seamless monitoring and real time metrics.

What feature you like to see implemented in our Operations Cloud ecosystem in the future?:
Not sure how easy this is, but elements of SIEM and Cybersecurity, which when underpinned by AI can analyse an alert and go away to pinpoint threats using UEBA, XDR and invoke SOAR where needed.