Humayoon Jafri-Portfolio

Bank of America (via Tata Consultancy Services)
Colorado Springs (Remote)
(July 2025 - June 2026)

Took ownership and responsibility for the Incident process and policies to ensure continual improvement, ensuring SLA's were met as required.
Owned the coordination of problem related efforts and ensuring delivery teams were meeting deadlines.
Led the investigation of problems, via Root Cause Analysis, following up on Major Incidents or through proactive trend analysis and monitoring.
Participated in audit activities related to the Incident Management process.

Marriott International (via Tata Consultancy Services)
Colorado Springs (Remote)
(Nov 2022 - July 2025)

Led major incident handling and emergency restoration, reducing downtime and improving service availability.
Utilized technical environment knowledge to assure services and components are designed and delivered to meet their availability targets.
Facilitated bridging the gaps between delivery teams and drove rapid recovery during incidents.
Documented incident root cause and communicated to stakeholders.
Monitored and documented on incident root cause, SLA adherence, infrastructure trends and uptime metrics.

Marriott International (via Tata Consultancy Services)
(Oct 2021 - Nov 2022)

Led root cause analysis and implemented permanent corrective actions.
Applied technical, institutional, and application knowledge to ask the right questions and suggested a possible approach and resolution to avoid issues in future.
Review Slack for chronological story, participated in PCR, PIR meetings.
Communicated and coordinated between internal teams, stakeholders, and vendors for comprehensive problem resolution.

I'm Humayoon Jafri