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FAIZAN ABBAS
FREDERICTON,NB
Summary
Results-driven Incident Response Manager with over a decade of enterprise experience driving production stability, operational reliability, and incident mitigation across global digital platforms. Proven expertise in incident command, issue triage, post-release hypercare, root cause analysis, and cross-functional coordination across internal teams and external vendors. Experienced in application administration, operational support, and control-focused environments aligned with SOX compliance and IT General Controls (ITGC). A precise communicator who excels at translating complex technical disruptions into concise, business-focused updates for executive leadership and regional stakeholders.
Overview
14
14
years of professional experience
Work History
Incident Response Manager
Stripe
, Ireland
11.2021 - Current
- Lead global production incident management as the primary Incident Commander, ensuring rapid containment and service restoration for business-critical digital platforms.
- Serve as the central point of accountability for high-impact incidents, managing swift mitigation, executive communications, and coordination across cross-functional teams.
- Own post-incident reviews and root cause analysis to identify systemic risks, recommend monitoring improvements, and drive continuous improvement in platform uptime.
- Spearhead risk mitigation projects, including PSD2 impact assessments and remediation categorization, reducing operational overhead and production vulnerabilities.
- Audited and optimized production support processes, enhancing operational controls and ensuring compliance in defect tracking.
- Conduct targeted training sessions for new hires, reinforcing consistent intake protocols and support processes across multi-regional teams.
Senior CS Incident Response Engineer
eBay
, Ireland
12.2020 - 11.2021
- Mobilized and led multi-functional engineering teams during major incident calls to address business-critical system instability and reduce time-to-restore metrics.
- Owned end-to-end triage, validation, and root cause analysis for production bugs and defects, enhancing stability of global, customer-facing systems.
- Provided post-launch production support and hypercare during key release stages, distinguishing between configuration issues, data issues, and application defects.
- Collaborated with engineering, site operations, and external vendor teams to execute hotfixes and manage backlog aging, decreasing recurring defects.
- Translated technical incidents into high-level status reporting and operational health updates for executive and senior stakeholders.
Functional Lead, E.M.E.A.
DXC Technology
, Ireland
07.2019 - 12.2020
- Served as central operational contact for enterprise management on critical issue escalations impacting 500+ applications and 345+ global sites and data centers.
- Led weekly governance meetings with senior leadership to discuss incident trends, system uptime, and vendor delivery quality.
- Coordinated multi-regional resource scheduling and shift rotas across Ireland and India to ensure operational coverage and support continuity.
- Administered support workflows and ensured adherence to operational SLAs and compliance controls.
Shift Lead
DXC Technology
, Ireland
04.2017 - 07.2020
- Enforced operational discipline during incident response cycles, aligning execution with SLAs across high-priority issues to minimize downtime.
- Allocated resources effectively to manage major incident calls, supporting business continuity across regions and enhancing response capabilities.
- Supervised cross-functional infrastructure and application support teams as operational interface for executive leadership during critical outages, ensuring timely communication and coordination.
Major Incident Manager
Hewlett Packard Enterprise
, Ireland
12.2016 - 04.2017
- Led high-pressure escalated incident calls, coordinating internal teams and vendors for swift service restoration.
- Delivered real-time, concise incident status updates to management, business users, and C-level executives.
- Documented end-to-end incident actions within HPSM, improving operational traceability and supporting repeat-issue prevention.
Intern
Hewlett Packard Enterprise
, Ireland
08.2016 - 12.2016
- Resolved escalated issues that significantly affected business operations.
- Managed elevation requests through Dash and HPE MyRoom in a customer-facing support environment.
Assistant Manager
Mehmood Goods Transport Co.
, Pakistan
12.2013 - 01.2015
- Managed distribution channels for national-level clients, ensuring efficient delivery and client satisfaction.
- Analyzed data in Microsoft Excel for senior leadership, providing insights for strategic decision-making.
- Upgraded database systems to enhance record keeping and streamline access to information.
Sales Support
Qatar Airways
, Pakistan
02.2013 - 11.2013
- Assisted sales team in resolving business and customer inquiries to meet revenue targets.
- Compiled market intelligence reports and supported commercial decision-making.
- Generated daily utilization reports by analyzing load data, advanced bookings, and route performance.
Pricing and Marketing Officer
Gulf Air
, Pakistan
07.2012 - 02.2013
- Prepared and maintained daily uplifts, sales, and marketing reports to inform strategic decisions for senior leaders.
- Organized and curated content for monthly and weekly airline newsletters to enhance customer engagement and communication.
- Coordinated flight schedules to optimize operational efficiency and customer satisfaction.
Education
M.Sc. - Information System Management
National University of Ireland
M.B.A. - Business Management
SZABIST
Karachi, PakistanB.B.A. - Business Management
SZABIST
Karachi, PakistanSkills
- SQL
- HPSM
- ServiceNow
- PagerDuty
- Grafana
- CrowdStrike LogScale
- Microsoft Office Suite
- Excel data analysis
- Incident Response Tools
- Scripting Languages
Languages
English
Native/ Bilingual
Urdu
Native/ Bilingual
Hindi
Limited
Punjabi
Limited
Arabic
Limited
Timeline
Incident Response Manager
Stripe
11.2021 - Current
Senior CS Incident Response Engineer
eBay
12.2020 - 11.2021
Functional Lead, E.M.E.A.
DXC Technology
07.2019 - 12.2020
Shift Lead
DXC Technology
04.2017 - 07.2020
Major Incident Manager
Hewlett Packard Enterprise
12.2016 - 04.2017
Intern
Hewlett Packard Enterprise
08.2016 - 12.2016
Assistant Manager
Mehmood Goods Transport Co.
12.2013 - 01.2015
Sales Support
Qatar Airways
02.2013 - 11.2013
Pricing and Marketing Officer
Gulf Air
07.2012 - 02.2013
M.Sc. - Information System Management
National University of Ireland
M.B.A. - Business Management
SZABIST
B.B.A. - Business Management
SZABIST