Faraz Ahmed Attar
Belgaum
Summary
Seasoned IT Service Management Professional with over 17+ years experience in tackling issues that are considered high priority and familiar with emergency responses to critical events in private and public cloud. An enthusiastic leader remaining composed in very stressful environments. Skilled in remediation planning, collaboration and execution. Demonstrated success in leading critical incidents, service delivery and customer management. Highly articulate communicator and passionate about technology.
Overview
18
18
years of professional experience
Work History
Senior Incident/Program Manager - Vmware Cloud
Vmware
Bangalore
02.2021 - Current
- Managed Critical Incidents for Vmware Cloud on AWS of varying impact and complexity - AZ wide, Region wide, Multiple Customers or Critical Accounts.
- Collaborated with cross-functional teams to identify root cause of critical Incidents, develop solutions and prevent future occurrences.
- Planned and coordinated mock drill depicting fleet(AZ or Region) impacting Incidents with SRE teams to test Incident response readiness and identify improvements.
- Led the MTTR project for automated P1 alerts for VMC on AWS that has a volume of over 500 alerts monthly and improved the 1 hour MTTR success from 65% success at the start of 2023 to 85% success in 11 months.
- Mapped service dependencies between AWS and Vmware Cloud to help determine business Impact and scope during AWS service issues guiding VMware SRE teams responses during AWS service events.
- Built dashboards in Jira Service Desk and Confluence tool to assist monitoring and reporting of Incidents for Incident Management and Customer Response Engineering Teams.
Senior Engineering Escalation Manager
Vmware
Bangalore
03.2016 - 01.2020
- Acted as a single point of contact for Engineering and Support teams for customer issues during weekends
- Organized and lead Engineering responses for Vmware's most complex product/service and customer satisfaction issues 24x7.
- Collaborate actively with R&D teams and front-line support teams towards issues resolution
- Provided executive summaries to VMware leadership about ongoing escalations till resolution.
Technical Operations Management
CenturyLink
Bangalore
08.2015 - 03.2016
- Coordinated with cross-functional teams to resolve escalated issues quickly and efficiently.
- Modified and customized Incident Management Process per customer needs.
- Served as Escalation contact for customer and Internal teams for Critical Incidents.
- Reviewed program plans with project manager and coordinated the onboarding of Windows, Linux, Hypervisor and Network devices into operations
- Collaborated with project manager to ensure proper coordination and planning for application refresh activity.
Service Delivery Manager
CenturyLink
Bangalore
01.2013 - 08.2015
- Provided thought leadership to delivery teams comprising 90+ technical resources globally to effectively deliver service to contract.
- Implemented patching procedures and reduced scheduled downtime to Business Critical system like TIBCO by 100%.
- Planned and Managed schedule downtime every month whereby 500+ Windows servers were patched along with firmware updates, emergency releases, SAN upgrades, Switch upgrades, and Security appliance patches on a need to need bases.
- Implemented strategies for continuous improvement of services based on customer feedback data.
- Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
Global Incident Management Team Lead
Centurylink
Bangalore
07.2011 - 12.2012
- Managed a team of 12 service management specialists for 2 months spread across India, Poland and US while leaderhip positions were created accross different delivery centers.
- Managed and mentored a team of 3 Incident Managers in India.
- Worked closely with specific clients to deliver Incident Management, Problem Management and Change Management services and participated in client escalations to meet and improve customer expectations
- Oversaw critical incidents and acted as escalation contact for internal teams, senior management and customer.
- Conducted root cause analysis on major incidents and provided RCA reports
- Review Problem tickets with the customer and follow up on resulting action out of Problem review meetings
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
Service Level Manager
CenturyLink
Bangalore
12.2009 - 06.2011
- Provided 24/7 follow-the-sun operational support for Major Incidents.
- Trained delivery teams on the Incident Management processes
- Coordinated teams around the globe during change implementation and major incidents
- Managed and facilitated executive level conferences, managed escalations and provided accurate/functional updates
- Reviewed and maintained process documentation for the team.
IT Support Engineer
McAfee
Bangalore
02.2007 - 12.2009
- Coordinated Major Incident calls with all internal teams and executive management.
- Reviewed Change notification and drafted communication in approved format
- Ensured compliance with account creations and termination in the system.
- Delivered remote Tier 1 IT support for hardware and software to company personnel.
- Created user accounts on server systems and ensured proper access rights were granted.
- Provided basic administration for AD, Exchange, VPN and McAfee end point protection.
Technical Support Engineer
Hewlett-Packard
Bangalore
03.2006 - 02.2007
- Provided technical support to Australia and New Zealand customers for laptops
- Assisted customers in resolving software issues and route hardware issues to service centers in the region.
Education
Bachelor of Engineering - Computer Science
VTU
Belgaum07.2005
Skills
- IT Service Management
- Infrastructure Management
- Incident and Problem Management
- Change Management
- Process Implementation
- Crisis Communications
- Customer Relationship Management
- Process Management
- Team Management
- Problem-Solving
- Team Collaboration
- Root Cause Analysis
Accomplishments
- ITIL V.3 Foundation
- ITIL Intermediate – Service Operations
- Director Award for handling Log4J vulnerability.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Affiliations
- Passionate about Badminton
- Excited about Graphology
- Meditation & Mindfulness
- Exploring different foods with family
Timeline
Senior Incident/Program Manager - Vmware Cloud
Vmware
02.2021 - Current
Senior Engineering Escalation Manager
Vmware
03.2016 - 01.2020
Technical Operations Management
CenturyLink
08.2015 - 03.2016
Service Delivery Manager
CenturyLink
01.2013 - 08.2015
Global Incident Management Team Lead
Centurylink
07.2011 - 12.2012
Service Level Manager
CenturyLink
12.2009 - 06.2011
IT Support Engineer
McAfee
02.2007 - 12.2009
Technical Support Engineer
Hewlett-Packard
03.2006 - 02.2007
Bachelor of Engineering - Computer Science
VTU
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