Afroz Azam B

• Lead the global IT operations team, managing six direct reports and fifteen indirect reports across five different countries, supporting over 900 employees in 27 countries.
• Responsible for a $4M+ IT operations budget, covering SaaS vendors, AWS, GCP, Azure, and personnel.

Key Achievements:

• Cost Optimization: Led SaaS and cloud service optimizations, saving over $350,000 in 2024.
• Strategic IT Leadership - Oversaw IT support, cloud infrastructure, and enterprise applications, driving operational efficiency.
• Business & Technology Alignment - Built cross-functional relationships to ensure that IT solutions enhance business outcomes.
• SaaS & Application Management - Implemented license optimization, shadow IT discovery, and app rationalization for cost control.
• IT Service Management - Applied ITIL best practices in Change, Incident, Service Request, and Problem Management.
• Security & Compliance - Participated in successful internal and external ISO 27001 and SOC 1 and 2 audits by building policies, processes, and procedure documents from scratch related to IT operations.
• Employee Experience - Enhanced onboarding experience for over 900 employees, earning high satisfactory feedback.
• Customer Experience & Satisfaction - Improved IT support customer satisfaction ratings to 4.5/5, enhancing service quality, knowledge, and responsiveness.
• Mergers & Acquisitions - Led M&A technical integrations and transitions, ensuring seamless migration of acquired companies' tech stacks (AWS, GCP, Hetzner) into Appfire-owned assets while managing team operations and sprint-based execution. Also provided technical leadership and team management, resolved challenges, mentored talent, oversaw performance, and drove best practices to enhance efficiency and expertise.

MTTR – Mission Critical Apps

• Acknowledge Alerts/Tickets <= 5mins
• Resolve Alerts/Tickets <= 20mins

MTTR – Business Critical Apps

• Acknowledge Alerts/Tickets <= 5mins
• Resolve Alerts/Tickets <= 30mins

• Training new joinees on the project(Alert Management, Incident Management, Change Management, Crisis Management), Working on their access and onboarding them to project.
• Good knowledge of service now tool and made use of it for creating dashboards for Incident Management, Change Management which was helpful to the team.
• Worked on reducing 50k email alerts for 3-4 months by leading email alerts reduction objective in the performance agreement for the team
• Provided solution using google app scripts where team was struggling with analysing email alerts which were getting flooded in the inbox on daily basis
• Prepared a plan for Critial/High priority email alerts, Created Sprint tasks, Assigned them to team and drove the email alerts reduction project to completion
• Prepared high level slides to show case the email alerts reduction effort to management
• Worked with BOT team in bringing the solution for Chat notification for monitoring alerts
• PS teams used this feature which helped them a lot in meeting the SLAs for alert management.
• Worked with multiple PS teams in onboarding the apps with this feature.
• Worked on developing and integrating execute command through chat client(Jabber) feature with BOT team
• Worked on onboarding this feature with multiple PS teams which helped them to reduce MTTR without logging into servers
• Worked with PS teams on Configuring, Authorising and Executing commands through BOTS
• Also worked on bringing in lot of process improvement solutions which helped team in lot of objectives.
• Promote and support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management and Incident Management Secondary support for Configuration Management, Vendor Management, Procurement, Asset and Service Level Management
• Produce activities and workflow documentation for Change, Incident and Problem Management
• Meeting and improving established service delivery SLA’s
• Manage formal Post analysis meeting
• Weekly metrics reporting to management and collection of staff’s status reports
• Provide 24x7 Tier 1 support for all High Priority Incidents
• Effectively execute and drive continuous improvement for IT Change Management
• Manage small projects related to ITSM delivery improvement
• Create, maintain and follow policies to improve internal services
• Establishes policy, procedures, and standards to ensure consistent, high quality delivery of service management
• Develops asset and configuration management standards, plans and procedures
• Metrics management, reporting and improvements

• Provided L1&L2 support to internal business users
• Perform In-depth research and identify sources of production issues.
• Work closely with business in managing day-to-day issues, resolving user queries.
• Provide off hour support as needed for maintenance
• Perform daily health check of applications, job schedules and infra supporting the applications
• Ensure infra has adequate capacity and are refreshed on a periodic basis
• Responded to incident tickets within established time-based requirements
• Managed excellent relationship with IT operations and business partners to optimize application performance and cost effective solutions
• Maintained appropriate software design, developments and documentation
• Managed all support activities adhering to technical, security and compliance standards
• Supported different application environment servers (Production, PLE, UAT, DIT, SIT).
• Supported 50+ Applications which includes Mission, Business Critical categories
• Created Customized Shell script for application monitoring on a need basis
• Performed Weblogic/Websphere deployment for our supported applications.
• Worked with Middleware Support and upgraded EOL softwares in our supported applications.
• Monitoring Server Hardware and application running on the server.
• Troubleshooting system related issues (Linux/Sun OS).
• Ability to sort and fix the Weblogic / Websphere and Iplanet (IHS/Sun) issues by checking into the console/logs on all UNIX flavors.
• Performed Change Activities for our supported applications.
• Daily Reports have been sent in a timely manner to report users about application status.
• Gathered Capacity Report details for our supported applications on a need basis.
• Trend Analysis have been done for reoccurring alerts by following up with respective teams.
• Troubleshooting the issues which we are getting in the production and resolving as it as per the SLA.
• Handling the crisis bridge effectively and resolve the issue to reduce the MTTR timings.
• Managed and responded promptly to all monitoring alerts and crisis bridges to reduce MTTR
• Practical experience of production support or multi-tasking with numerous developments requests
• Expertise in troubleshooting of java based applications and necessary configurations
• Participate and drive operational improvements into developments design sessions
• Experience working on projects using Agile methodologies.
• Created Shell Scripts for help in Automating tasks and ease of operations