Insightful understanding of where/why/how systems/applications fail. I enjoy applying analytical and standard/innovative methods to solving problems. Extensive experience working for top-tier banks in high pressure environments. Key Achievements ■ Achieved 1st place in Barclays TechIdea Challenge for innovation (along with two other candidates). Improved customer experience/satisfaction by reducing response times to queries by up to ~90% using a natural language chatbot. ■ Created capacity by establishing 24x7x365 first-line operational capability with global coverage. Coodinated cross-training, increasing resource coverage by at least 100%. ■ Designed a decision-tree/Q&A knowledge base system and rolled out to Global Technology support teams. The framework empowered support teams to resolve issues without escalating to L2/L3 teams, thereby creating capacity for those teams. ■ Expanded Middleware support coverage by 75% in EMEA by cross-training Market data SMEs. Worked with team members on coaching them on how to maximize their potential, work better in a highly integrated team environment and focused on bringing out their strengths. ■ Expanded resource pool for network support team (at least 100% uplift) by coordinating cross-training and implementing a standard operating model for incident handover and start-of-day checks. The model/format was extended to the Database team. ■ Designed and implemented monitoring solutions to facilitate faster problem isolation/resolution, reducing resolution times by approximately 70%. The framework obviates the need to extract data manually from disparate sources as part of routine troubleshooting. ■ Developed a governance framework (development best practices, change management) for support staff and application developers. Shared lessons learned across organisation, promoting knowledge sharing and continuous improvement. Guided development teams on application stability and supportability improvements. Interests Vintage Comic and Toy Collector, Philosophy