Feisal ismail
Feisal Ismail
Connect with Feisal on LinkedIn
Extensive technical and managerial experience supporting organisations across government, pharmaceutical, banking and financial industries. Well-versed in creating and leading high-performing teams through effective work methodologies that leverages on technology and best practices to achieve organisational objectives.
Communicative, articulate and a firm believer in sharing both knowledge and experience. Highly organised and relish delivering superlative results in high-pressure environments. Believes in providing quality advice grounded in a sapient application of experience, best practices and an acute understanding of real-world realities.
Clients can count on me – my word is my bond.
Function and Specialisation
- Governance, Risk and Compliance
- IT Service Management, ITIL®
- DevOps Institute Ambassador
- DevOps and Agile Practices
- Service Delivery Management
- Practice/Process Assessment and Optimisation
- Information Security
- ITIL Ambassador
- DevOps
- Site Reliability Engineering
Certifications
- ITIL®4 Master, Practice Manager, Strategic Leader and Managing Professional
- ITIL® 2011/V3 Expert, V2 Service Manager
- Certified in Governance of Enterprise IT (CGEIT)
- Certified in Risk and Information Systems Control (CRISC)
- Certified Information Systems Auditor (CISA)
- Certified Data Privacy Solutions Engineer (CDPSE)
- Advanced in AI Audit (AAIA)
- Advanced in AI Risk (AAIR)
- Certified Information Privacy Manager (CIPM)
- Site Reliability Engineering Foundation and Practitioner, DevOps Foundation and Leader, DevOps Engineering, DevSecOps, Continuous Testing, AIOps Foundation, Observability Foundation
- COBIT2019 and COBIT5 Foundation, Implementation
- TOGAF L2 Certification
- ISO20000 Practitioner, Auditor
- Gamingworks Business Simulation Leader
- Advanced Certificate in Learning and Performance (ACLP)
- ITIL (Version 5) Master, Practice Manager, Strategic Leader and Managing Professional
Education
National Technology of University
B.Eng(Hons) Electrical and Electronics Engineering
Singapore Institute of Management
Graduate Diploma In Business Administration
Professional Experience
- Principal Consultant
Sapience Consulting
2011 – Present
Consulting services for diverse clienteles ranging from governments, finance, telecommunication, energy and manufacturing with expertise in best-practice frameworks and standards-based implementation in the area of IT Service Management, DevOps, Site Reliability Engineering, Agile Practices, Service Continuity and Information Security Management.
Enablement and educational workshops in IT Service Management, Governance and Risk Frameworks, DevOps and ISO standards.
- VP, Enterprise Technology and Delivery
Bank of America Merrill Lynch
2010 – 2011
Technology principal for Home Loans and Insurance domain with focus on strategic portfolio alignment and integration with the business, service assurance for critical services, executive management and communication for critical incidents.
- Service Management Lead
IBM Pte Ltd
2010 – 2010
Service Management lead for strategic outsourcing customers in the area of Incident, Problem, Change and Service Level Management.
- Global IT Operations Manager
Sun Microsystems Incorporated
2008 – 2010
End-to-end operational oversight of information technology supporting the business. Encompasses the supervision, management communication, reporting and post-recovery actions of all critical incidents impacting the business. Business-centric crisis management. - Service Delivery Operations Manager
Hewlett-Packard (S) Pte Ltd
2002 – 2008
Supervised an expanded team of customer support engineers complemented by third-party vendors providing assurance of fulfilment of contractual obligations. Customer Satisfaction Manager responsible for communications and handling escalated technical, commercial or perception issues.South-East Asia Escalation Manager managing the life-cycle of all escalations to Corporate Engineering in the region.
- Service Delivery Team Lead
Compaq Computer Corporation
2000 – 2002
Supervised a team of customer support engineers providing assurance of fulfilment of contractual obligations. Manage support models, customer communication and escalations for service delivery issues. - Customer Support Engineer
Digital Equipment Corporation
1997 – 2000
Manage key enterprise accounts and provide technical support services remotely and on-premise. Expertise in Unix and clustering technology. Collaborate with the technical team in delivering projects successfully.