Faraz Attar Email & Phone Number

Bengaluru, Karnataka, India

Bangalore

We were delivering Cloud Service within SLA. Our Objective was to minimize SLA impact by reducing MTTR while also recommending improvements across VMware Cloud.- Managed customer escalations that needed executive visibility, collaborating across the support, engineering and product organization to resolve complex customer issue in multi-cloud.-Mapped VMware service and AWS dependencies minimizing false positive incident by over 90% during AWS service events.- Enhanced MTTR (mean time to resolve) success rate for automated P1 alerts from 65% to 82.3 within a year while mentoring 20+ SRE and Engineering teams.- Provided oversight for high-touch cloud customer during critical platform upgrade increasing customer satisfaction and reduced incidents.

Bengaluru, Karnataka, India

Responsible for critical escalations for all VMWare products that needed R&D engagement. - Streamlined the engagement process with global support organization for better resource allocation for critical issues over weekend.

Bengaluru Area, India

Operations Manager for a Canadian client that was being onboarded from another vendor to CenturyLink support and services. As a technical operations manager, I was supporting the project manager and customer success team with onboarding the customer smoothly into managed service model while being a single point of contact for Technical Operations for the client. - Reviewed and maintained the Incident Management and Change Management process accommodating client requirement and also aligning with CenturyLink processes- Escalations point for customer and Infrastructure teams- On-boarded new client into CenturyLink Support services- Provide customer facing RCAs on Major Incidents or on client request.

Bangalore

Responsibilities encompassed:- Associate Service Delivery Manager for a client support contract worth $5M annually, encompassing Infrastructure Managed Service, End User Computing and Application Management Service- End to end ownership of operations for Managed IT Services and Data Center Operations.- Provided leadership to off-shore and follow the Sun team (NOC, Network, Wintel, Unix, Exchange, Oracle, SQL, Security etc.) to ensure SLAs are met.- Ensuring services are delivered on a global scale to agreed Service Level metrics incorporating continuous improvement. - Rationalized advanced monitoring of TIBCO system increasing early detection of issues and fewer misses.- Planned maintenance activities of Customer Data Center including controlled shutdown of Prod Applications, applying changes, restarting application and testing activities.

Bangalore

Managed Global team of 15 based out of India, Poland and US.

Bangalore

Manage Service Levels for Priority IT Incidents

Bengaluru Area, India

Incident Management.Managed Major Incidents.Administered Windows 2003 Active Directory Users and computers. Process Improvement - Created and updated IT processes.Change Management.

Bengaluru Area, India

Bachelor Of Engineering (Be), Computer Science

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