Fayaz Alam

Experience

• 

  Voxel Communications

  Jan 2006 - Jul 2006

  Technology Support Engineer
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  SNL Financial

  Jul 2006 - Apr 2012

  • Manager - Global Service Desk & Procurement

    Feb 2009 - Apr 2012

  • IT Support Administrator

    Jul 2006 - Jan 2009
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  S&P Global Market Intelligence

  May 2012 - Oct 2016

  Manager, IT Services & Operations

  To lead Global IT Operations team focused on improving service availability and minizine restoration time. Responsible for procurement of Datacenter equipment, managing contracts with partner and SLAs with service providers.ACCOMPLISHMENTS* Led the Data Center build and expansion of NOC operations in Pakistan, India and Philippines.* Designed and implemented new processes like Major Incident Management, Problem Management, with newly written KMDB (Knowledge Management Database) that resulted in improved MTRS by 60% and 99.8% availability of customer-facing product.*Led automation of robotic recurring tasks/checks that resulted in saving ~1500 man-hours per month. Show less

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  Afiniti

  Oct 2016 - now

  Leading company-wide operational excellence and transformation initiatives that focuses on creating value for customers, engaging workforce, and ensuring that processes & tools are scalable and user-friendly. Driving a metrics based, data driven culture with a focus on continuous improvement.Monitoring and analyzing metrics & KPIs to identify trends and opportunities where cost savings/avoidance and quality improvements can be realized. Instilling a culture of accountability, attention to detail and strict adherence to policies.Lead the following Initiatives:* Implementation of Global change management process across the organization.* Revamping of Release & Deployment process & workflow* Problem Management and automated RCA reporting.* Being Site Reliability Engineering (a.k.a. SRE) board member; leading the implementation of best practices across the business units.* Business KPI reporting via automated dashboards.* Shift-left & Automation program. * Visual Management & Gemba* End to end processes / user journey for product lines. Show less To deliver efficient and effective services to the customers by identifying & fixing process bottlenecks and operational inefficiencies. To run automation activities in the operational organization to reduce human efforts and errors.Led and delivered the following projects:* Development and deployment of automated incident detection tool that reduced the detection time by 95% and human resource requirement by 70%.* SNMP v3 based monitoring solution for the organization that enables safe remote configurations and centralized monitoring of our accounts.* Implementing Problem Management that helped in reducing recurring incidents by 20%.* Design & delivery of standardized operational SOPs. Show less To protect company's revenue by assuring the highest level of service availability and customer-experience in each of our client deployments. To recruit, onboard, train and lead the production operations team spread across the globe.Achievements:*Achieved 98.5% Service availability via improved TTD & TTR i.e. detection and restoration time.*Led expansion of support operations from 30 engineers in 3 locations to 80+ across 5 locations.*Designed and reorganized the client-dedicated model of the team to a more robust service-based operational team. Show less

  • Director, Operational Excellence

    Jan 2022 - now

  • Associate Director, Technical Product Management

    Jan 2021 - Dec 2021

  • Program Architect, ITSM & Automation

    Jul 2018 - Dec 2020

  • Sr. Manager, Global Production Support

    Oct 2016 - Jun 2018