Ishwar Bhaduri

• Managed a team of SAMs (Service Assurance Managers) responsible for Incident Management and Triage, ensuring effective resolution of P1, P2, and P3 incidents with minimal business impact.
• Collaborated with cross-functional teams, including ITSM (IT Service Management) and Production Support, to perform root cause analysis and drive continuous improvement initiatives.
• Coordinated with business units to take immediate action and mitigate operational disruptions, ensuring timely incident remediation.
• Provided critical support for batch processing activities, including overseeing major Unified Processing Streams for OMNI and Autosys, ensuring seamless execution and issue resolution.
• Led disaster recovery efforts by regularly testing, reviewing, and supporting disaster recovery plans to ensure business continuity.
• Maintained comprehensive documentation and tracking of hardware/software configurations, migrations, testing, and deployment solutions to ensure operational integrity and regulatory compliance.

• Led and managed large support teams within an ITIL framework, ensuring the delivery of high-quality services and adherence to service management best practices.
• Directed a virtual vendor team of 30+ members in a managed service model, overseeing vendor performance, contract negotiations, and relationship management.
• Analyzed operational data to generate actionable insights and develop business cases, driving informed decision-making and benefit-driven outcomes.
• Acted as the escalation point for primary L1 POC during major incidents, applying escalation procedures and ensuring clear, effective communication with senior stakeholders within the business unit.
• Strategically planned, communicated, and coordinated service events impacting SLAs, taking ownership of communication plans and ensuring timely updates to senior business stakeholders.
• Mentored vendor teams and support analysts, fostering professional growth and ensuring the delivery of consistent, high-quality service to business units.

• Contributed to a multi-functional team delivering world-class technical services in the Joint Operations Centre, ensuring the efficient and effective response to security events globally.
• Led incident-level response and participated in security operations, ensuring Barclays could leverage expert capabilities to rapidly address security events, anytime and anywhere.
• Delivered execution of triage controls aimed at detecting and preventing unauthorized access and safeguarding company information, particularly critical to e-commerce programs.
• Provided actionable recommendations to enhance the detection, escalation, containment, and resolution of security incidents, strengthening overall security posture.
• Represented both Physical and Cyber Security interests in internal JOC planning, aligning security strategies with operational objectives.
• Engaged in critical security activities, driving continuous improvements in security practices and cultivating a positive security culture within Barclays and its dependent business divisions.
• Provided subject matter expertise and support to operational teams on emerging information security threats, ensuring proactive risk mitigation.
• Implemented a clear framework for identifying, escalating, and managing global security incidents within the JOC, ensuring consistent and effective communication across regions.

• Led ITIL-aligned Major Incident Management processes for Barclays, overseeing service recovery and resiliency functions to minimize service disruptions impacting customers, clients, and colleagues.
• Accountable for the full end-to-end Major Incident Service Offering, ensuring seamless coordination and management of all major incidents.
• Developed and maintained strong stakeholder relationships with key incident management partners across Barclays, including Run The Bank (RTB) leads, Business Incident Managers (BIMs), Technology Offices, and Global Technology Infrastructure Services teams.
• Acted as the primary point of control and coordination for all major incident resiliency activities, ensuring alignment across teams for effective incident resolution.
• Collaborated with service owners to prepare and maintain Disaster Recovery (DR) plans using Continuity Logic (BCM tool), ensuring business continuity across critical services.
• Led Business Impact Analysis (BIA) efforts across various Lines of Business (LOBs), ensuring comprehensive impact assessments were conducted and documented.
• Maintained an up-to-date Business Resilience Plan (BRP) in the Business Continuity Management (BCM) system, ensuring all critical business functions were protected.
• Coordinated and executed DR testing activities with the help of the Cut Over Application (testing tool), ensuring DR plans were validated and effective.
• Led the engagement and escalation process with RTB, BIM, and Technology leads as needed, ensuring the correct MIH (Major Incident Handling) focus and response level were set.
• Ensured compliance with the MIH Escalation Matrix for appropriate incident handling.
• Developed and documented Rapid Recovery Plans to ensure quick recovery in the event of recurrence.
• Maintained strong business and commercial awareness of all Operations & Technology services managed within the Barclays Group.
• Demonstrated a solid understanding of Business Risk, Sarbanes-Oxley (SARBOX) compliance, and key operational risk management frameworks.
• Proficient in the use of key tools including ServiceNow, Rapide, Alarmpoint, MS SharePoint, Ganglia, and Confluence for incident management and reporting.

• Liaison Between Sungard AS (Disaster Recovery Company) and end Clients
• Led cross-functional teams to achieve project goals on time and within budget.
• Improved service quality, addressing client concerns promptly and professionally.
• On boarded 40 BCP customers till date and carried out Multiple DR Test as per BCM standard
• Manage customer churn, flag out business risks well in advance
• Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
• Handling 40 customers of India for all BCM activities end-end
• Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
• Interacting with potential customers and find the customers pain point and effectively address them with our BCP/DR services
• Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
• Plan DR Test Plan for the Customer for future invocations
• Have done Inside sales through exhaustive Market Research, cold calling, email campaigns and social media
• Handled 80 Customers Worth of MRR $1Million Revenue
• Primary interface between the customer and the internal engineering/IPM teams & sales
• Report and update the system with the recent contractual and infrastructural information about the customer
• Generated Leads from the existing customers worth $50K MRR
• Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.

Offered customers for upgrading into premium services Via Up-sales

• Generated Incremental Revenue from the Existing Customers for worth $5K MRR in the First Month of Project Launch
• Meet customer requirements through first contact resolution
• Confirm customer understanding of the solution and provide additional customer education as needed

Working as a Technical Recruiter for US Consultant