Anas Hussain Email and Phone Number

I am part of the team that helped scale Cloudways. My role is primarily service-focused leading a big global team of engineers in fast-paced 24/7/365 operations. My responsibilities include: Ensure operational efficiency and consistency (KPIs and SLA) with the aim to bring in an operational excellenceClosely coordinate with Customer Success and cross-functional teams to prioritize the needs of customers and my department.I am responsible to meet aggressive support availability objectives while providing hands-on leadership during customer-impacting events (product outages and incidents)Forecast the future- load (headcount) based on growth and plan accordingly to ensure consistent service levels. Motivate staff and foster a positive learning environment.Attract, Hire, Retain, Develop, Lead, Structure and Mentor the growing Global team of Technical Support Engineers to offer Consistent, Responsive and High-Quality experience to our Customers.Onboard new employees, including training, mentoring and new hire documentation.Improve and scale several Processes/SOPs to ensure Customer satisfaction, smooth and efficient operations.Establish and drive clear accountability for all team members to create an environment that enables effective team performance and excellent communication for smooth 24/7 operations across all support channelsDevelop Direct Reports, being adept at identifying the potential of others and assuming a role in harvesting it.Nurture talent from within and coach for high performance by assigning challenging assignments to develop the skills of staff.Encourage others to consistently meet and exceed performance goals with enthusiasm.Ensure the retention of staff & manage the shift managers & team schedules ensuring 24/7 shift coverage.Ensure good NPS through excellent 24/7 support. and reduce churn with Customer Success teams' help.Conduct CFR (1x1) to optimize team direction towards OKRs and to ensure synergy within the team

My core responsibilities were to manage and control Linux Based servers on different Clouds, worldwide automated deployments via puppet and Ansible on multiple server farms, support for our customers around the open-source web applications like (WordPress, Magento, Joomla, Drupal, Prestashop, laravel etc) hosted on pre-deployed automated servers/platform I had to wear different hats in order to play different roles to manage a 24/7 PlatformOps team consisting of 50 local team members rotating in shifts. * Cater day to day challenges regarding the shifts to ensure swift 24*7 operations. * Plan a schedule for the team and create a roaster for a big team of 50 engineers * Ensure good NPS ratings through excellent 24/7 support for our customer all around the Globe * Help the Customer Success team to reduce churn and find out the reasons for it. * Ensure Operational KPIs meet the targets * Incident & Escalations management of complete cloud infrastructure dependent on different providers like AWS, GCE, Digital Ocean, Linode etc. * Conducting CFRs of team members to optimize their direction towards OKRs. * Conducting technical trainings for the team members * Adopted agile methodologies to improve the existing tools/processes and provide feedback on new practices/procedures in order to scale with the rapid business expansion. * Wearing multiple hats to ensure productivity in a friendly manner

Held responsible to manage a 24/7 rotational team of 25 engineers. * Create team roaster to assign monthly shifts * Cater day to day challenges regarding the shifts to ensure swift 24*7 operations. * Ensure good ratings through excellent 24/7 support for our customer all around the Globe * Ensure Operational KPIs meet the targets * Incident & Escalations management of complete cloud infrastructure dependent on different providers like AWS, GCE, Digital Ocean, Linode etc. * Conducting CFRs of team members to optimize their direction towards OKRs. * Conducting technical trainings for the team members

Specialties:• Linux Systems Administration.• Cloud Computing (AWS, GCE, DigitalOcean, Vultr, Linode, CloudSigma, ElasticHosts)• Virtualization Technologies (Xen, XenServer, VMware).• Web Applications and Systems Security.• Shell Scripting.• Penetration Testing & Vulnerability Assessment.• Systems Integrations.• AWS Load Balancing & AutoScaling.• Technical Proposals Evaluation.• Incident Handling, 24x7 Environment• Good in speaking English.• Good in communication• Project Management• Training & Mentoring• Technical minded• Pro-active• Analytical• Situation handlingProfessional Skills:• Linux (Debian/Ubuntu/CentOS)• System Automation (Puppet/Mcollective/Ansible)• Shell/Perl Scripting• Virtualization (Vmware/Citrix)• Web servers (Apache/Nginx/IIS)• Database Design & Management(Mysql/MsSql)• Replication• Windows Server (2003/2008)• Systems Installation, Configuration & Upgrading• Technical Support• Security AuditingLinux Skills:• Installation of all Linux OS, Disk Management, Network Management, User Management and File Permissions.• Mysecureshell.• Postfix (email relay). • Apache, NGINX, NGINX Reverse Proxy and TOMCAT• PHPMyAdmin Installation and Database Administration.• OpenVPN server, SSH authentication techniques.• Shorewall (Firewall).• WHM, cPanel, Hostgator, BlueHost, etc administration.• LAMP / LNMPA Administration,• Site Back-up/ Restoration, Databases Back-up/Restoration.• Third-party application Installation and Management (NewRelic, etc.).• Web Applications Optimization• Server Optimization (APACHE, NGINX, MySQL)• Automated Server Backups and Server procedures.Cloud Computing: • Amazon (S3 Bucket , VPC, EC2, Auto Scaling, Elastic Load Balancing, IAM, Route 53 and RDS)• Elastic Hosts• GCE• Vultr• Digital Ocean• Linode• Digital Ocean• Cloud Sigma• Launching and Managing Instances.

Holding responsibilities of managing and controlling Linux Based servers on cloud, worldwide automated deployments via puppet and Ansible and control via Mcollective currently multiple server farms with different roles i.e. web, firewall, VPN servers on different Cloud infrastructure.

• Responsible for critical servers’ installation, configuration, maintenance and integration of HP Servers DL380G6, ML110M, ML110.• Handling remote control access via SSL VPN, RDP and all critical high end servers to troubleshoot and correct failed devices and services. • Performing daily system administration such as backup, OS patches installation, maintenance and troubleshooting.• Server Installations migration and policies implementations.• Handling, Monitoring, Maintaining and trouble shooting or Mail Server (M. Daemon)• Deployment Data Server for important data of all users connect through Lan/Wan for online & offline storage and backups.• Backup policies of Databases of Back-office applications running MS SQL 2000.• Installed, configure and maintain SUS (Windows Server Updates Services) for Centralized MS Updates for Lan users integrated Active Directory Service User Policy for saving of bandwidth & proper security patch update.• Provide users with assistance in solving computer problems.• Handling, Maintaining of FTP Server, ISA 2006.• Participated in deployment of VoIP PABX system on Linux Asterisk with over 350+ users nationwide, configure troubleshooting softphone, & IP Phones.• Dealing with all types of H/W and telecom vendors, handling licensing legal matters with Microsoft.• Broadband connection maintenance in the local office 58 Nodes.

• Maintaining lowest possible down time for office LAN and connected PCs.• Responsible for the hardware inventory.• Responsible of hardware troubleshooting.• Installation software according to the required.• Maintained the system hardware and software.• Error handling that comes in the Network.