Open to opportunities

Alex Faust

@alexfaust

United States

Message

What I'm looking for

I’m looking to lead technical operations and data operations where I can build governance (SLAs/OLAs), automate workflows, and improve escalation handling—partnering cross-functionally to deliver scalable enterprise customer outcomes.

Technical Operations and Data Management leader with 16+ years of experience building and scaling SaaS service delivery organizations. Proven track record leading cross-functional teams, designing operational governance frameworks, improving service delivery performance, and driving automation initiatives that increase efficiency and scalability.

Experience spans Data Operations, Enterprise Implementations, Technical Support, Production Operations, Escalation Management, Data Migration, and Workflow Automation.

Known for building high-performing teams, establishing operational standards, and partnering across Product, Engineering, Customer Success, and Executive Leadership to solve complex business and customer challenges.

Experience

Work history, roles, and key accomplishments

Current

Manager, Data Operations

Current

First Due

Nov 2022 - Present (3 years 8 months)

Led an organization of 3 team leads and 16 analysts and engineers supporting enterprise client onboarding, production data management, technical escalations, and operational support for public safety agencies. Built SLA/OLA and escalation governance, implemented workflow routing across Zendesk/RocketLane/Jira, and drove automation and AI-powered workflows that reduced manual effort and backlog.

Data Operations Leadership Operational Governance SLA OLA Management Escalation Management Zendesk Rocketlane Jira Workflow Automation Data Migration

Lead Technical Operations Analyst

BlackRock

Mar 2016 - Oct 2022 (6 years 7 months)

Provided technical leadership for enterprise client integrations, production support, and large-scale financial platform migrations supporting institutional investment operations. Served as Tier III escalation lead and led a $15.9B money market fund migration initiative delivering more than $11M in organizational ROI.

Production Support SQL MySQL Splunk Jira Data Migration

Application Support Manager

ImageTrend Inc.

Aug 2010 - Mar 2016 (5 years 7 months)

Managed a high-volume SaaS application support organization focused on operational efficiency, SLA performance, and customer issue resolution. Led a 15-person support team handling 180+ support tickets and 60+ client calls daily, improving SLA performance through workflow redesign and structured team development.

SaaS Support SLA Issue Resolution Team Leadership Performance Metrics Workflow Redesign