Sharad Mathur

• Managed a team of 5 Resilience analysts responsible for all GTIS services (Enterprise Hosting, Networks and Voice, Cloud & middleware, Workspace and collaboration)
• Created yearly roadmap for DR testing for GTIS IT service offerings.
• Achieved satisfactory level on all validating controls for year 2021.
• Responsible for taking risk based decisions in consultation with service managers.
• Reviewed Out of scope requests for DCR tests and challenged service owners to participate in DCR tests.
• Acted as a sterco member for coordinating all efforts for DCR tests(Scoping, resource planning, On day execution and risk based decision making)
• Provide consultation for creation of service recovery plans.
• Created PARPs( for GTIS services as part of Cyber Risk Mitigation response plan.
• Conducted surveys for resilience category 0,1 services to gauge any unknown risks.
• Responsible for operational updates in Infrastructure resilience Council with Senior Stakeholders from GTIS and risk teams.
• Worked with DBAs, Coreops and automation team to automate failover tasks.
• Identifying automation opportunities to reduce overall efforts for DCR tests.
• Participated in post incident reviews for problem records.

• Responsible for IT relationship management with senior business stakeholders at Barclays Noida Campus site.
• Took feedback from business stakeholders on implementation of O365 and mop up of nagging issues.
• Executed bespoke projects critical to the success of local business like voice phone installations.
• Scaling up the build infrastructure at Noida for Corporate laptop build demand due to Covid.
• Roll out of Laptops for all users as part of work from home strategy due to Covid lockdown.
• Testing and coordination of efforts for AWS Connect roll out for Contact Center agents.
• Roll out of Crowdstrike falcon security software for vanilla build laptops for India.
• Received appreciation from CEO for management of laptop allocation and Crowdstrike installation burn down.

• Managing Onsite IT operations team which provided desktop support, Voice support and asset management. Team consisted of both FTE and contract resources( Total Team size 20 +)
• Conducted Performance reviews for team.
• Conducting monthly business reviews with senior business stakeholders.
• Handling business escalations and providing resolution in consultation with workplace and collaboration team leads.
• Worked with business champions to impart knowledge sharing sessions for New BCS product launches & challenge business to move to new technologies.(Service desk Self healing tools, Password reset tools etc)
• Ensuring desktop infrastructure readiness during site moves, floor movement( Desktop build infrastructure,Contact Center Phone installations, Software delivery)
• Ensuring IT reaches out to business using Techbars, Here to Help events.
• BCP planning for team and ensuring plans are updated and fit for purpose.
• Facing ISO 27001 auditors as the technology representative. Explaining scope of work for local team in the overall infrastructure operations and providing relevant evidences.

• Delivery Manager for the project for implementation of HP Safecomm print solution in India and APAC region.
• Budgeting and vendor management.
• Escalation point for any desktop Infra issues in APAC region.

• Automated user information population for IT helpdesk templates to reduce the time required to log the calls.
• Project managed bespoke projects run by local business.
• Found root causes for repeated application issues in voice contact center.
• Managed service performance review.
• Created knowledge articles and processes to improve productivity.

• Raised problem records on back on major incidents.
• Conducting PIR review with all parties involved in incident.
• Governance of problem KRIs.
• Conducted trend analysis of lower priority incidents to identify repeated issues.

My experience profile with Xansa includes support projects in Service desk, Network Operation Center Admin and Business Intelligence Reporting.

Service Desk

• Providing first point of contact for users for any IT incidents or requests and acting according to its impact on business.
• Troubleshooting lotus notes, VPN, broadband connectivity and desktop applications etc.
• To take responsibility for allocated calls and own until a satisfactory conclusion. Responsible for liaison with internal/external teams to ensure delivery of technical solutions.

NOC Admin

• Proactive monitoring health of servers and WAN links through Solar winds and Concord Tools.
• Liaising with third party help desk for any issues related to WAN links.
• Preparing reports on bandwidth utilization of links, Server Availability and Daily service reports of IT infrastructure.

• Providing Voice based Technical Support for DSL Internet customers.
• Providing feedback and bridging knowledge gaps within team members.
• Mentoring and sharing best practices with team members and other agents on the floor.
• Analysis of Customer Satisfaction Level and First Call Resolution of team members.

• Building acquisition for infrastructure layout.
• Sales of Reliance fiber Optic technology land line phones