Faraz Zobairi

About Faraz Zobairi

PROFESSIONAL SUMMARY:I am a senior operations leader with over 15 years of experience building and scaling high-performing teams in fast-paced environments. I have proven success acting as the voice of the customer to translate end user needs into Engineering and IT requirements. Experienced in using tools such as Jira, Confluence, Freshservice, and Tableau, I am able to collaborate cross-functionally and deliver exceptional service outcomes. I am adept at managing large-scale operations, leading process improvement initiatives, and building strong, trust-based relationships across departments to ensure seamless execution and alignment with organizational goals.Areas of expertise: Prioritizing Engineering & IT Workloads | Operational Efficiency & Scaling | Transformational Leadership | Data-Driven Decision Making | Process Improvement | Ticketing & Bug Tracking tools | Communication & Conflict Resolution | Analytics and Reporting | Knowledge Management & Documentation | Leadership & Team Development

Experience

1. Sr Director, Operations

   Saviynt

   Apr 2022 — Present

   Lead a multifunctional remote team to achieve a 63% reduction in backlog and improved SLA compliance by 38%, ensuring alignment with organizational goals and operational excellence.• Spearheaded the launch of SaaS Operations’ Confluence portal to track processes, document internal projects, and log runbooks for customer and partner IT departments. • Worked closely with Product, Engineering, and DevOps to maintain enhancement, defect, and service request prioritization per customer requirements.• Focus on data-driven insights to drive continuous improvements, align SaaS Operations with broader company objectives, and maintain customer satisfaction ratings above 4.8.• Act as the ultimate escalation point for complex customer issues, maintaining a strong focus on customer satisfaction and timely issue resolution.

Education

• Southern Illinois University, Carbondale

  B.A., English

  1999

• Western Governors University

  Master of Business Administration, IT Management

  2020 — 2022

Skills

• Ids
• Firewalls
• Cloud Computing
• Network Security
• Technical Support
• Active Directory
• Unix
• Windows Server
• Recruiting
• Management
• Ips
• Training
• Customer Satisfaction
• Symantec Antivirus
• Encryption
• Vmware Esx
• Endpoint Security
• Tcp/Ip
• Dns
• Leadership
• Red Hat Linux
• Solaris
• Symantec Endpoint Protection
• Operating Systems
• Disaster Recovery
• Computer Security
• System Administration
• Virtualization
• Security
• Enterprise Software
• Servers
• Crm
• Antivirus
• Vmware