Product Owner Responsibilities • Drive Strategy/Vision/Roadmap for the bank’s in-house privileged access management solution• Engender a culture of collaboration between Business Analyst, Development, Testing and Release teams to meet common goals• Prioritise Jira Backlog• Key Stakeholder Management• Service Development Lifecycle (SDLC) oversight• Advertising and marketing of the solution, including communication of business benefits and service deviations to all stakeholders• Face-off to internal/external audit and regulators, taking accountability for the fulfilment of all queriesDriving Transformation - IAM SME • Review and refine business requirements• Define, design, build and drive adoption for new capabilities• Oversee ‘Enterprise Break Glass’ Service expansion and technical integration with: Hadoop, Teradata, Storage technologies, Azure, AWS (RDS and EC2), Networks and integration with: CyberArk / Azure PIM / MS EPM / Kafka• Transition of IT Infrastructure standing privileged access model to time-bound privileged access model for 100% of Barclays employeesCommunication and Outreach• Lead IAM communications for MyRequest (in-house software provisioning tool) via email, intranet articles and brown-bag sessions to facilitate and drive adoption • Maintain the IAM Website: oversee content manager to drive continual service improvement• Work with the Service Desk to ensure relevant articles are available and up to date• Measure and track usage of knowledge articles and marketing material• Promote IAM, its service offerings and products within the bank and present key usage metrics to management

Release Management: • Plan, manage, oversee and provide final authorisation for all IAM Production code releases to be deployed under scheduled Changes• Identify and address issues, roadblocks, dependencies and gaps throughout the release planning and deployment processes• Guide the Team (BA/DEV/TEST) towards the achievement of Business goals in an efficient manner (i.e. best value in minimum time)• Ensure that relevant elements of quality and control have been appropriately addressed before deployment, ensuring compliance to the overall process and adherence to specified planning timelines• Work to improve the overall release process, paying particular attention to the efficiency and quality of deliverables• Provide insightful Management Information (MI) to internal stakeholders and management through identification and reporting of RAIDs (Risks, Assumptions, Issues and Dependencies), specifying remedial actions and owners, and tracking those actions to closureCommunications: Manage the IAM Communications team, responding to queries and proactively communicating any service or functional changes to the business. Ensuring all formal communications from Identity and Access Management (IAM) meet a consistent and appropriate standard. • Ensure the department’s customer-facing website is maintained to contain valid, correct and up to date information regarding the department’s Services, Core and Supporting Applications

I continued in this role during my repatriation to the UK (Singapore from Jul 2013-Aug 2016 - UK from Sep 2016-Jun 2020).• Review the existing operational model for 'Break Glass' account management and drive improvements that strengthen the control environment• Ensure there is an effective Disaster Recovery (DR) solution with dependencies listed and understood• Responsible for escalation management within the team. Identify and prioritise technical issues affecting multiple users at a detailed level and own remediation of these issues using the bank’s Incident, Problem & Change processes• Provide constant feedback through reporting, propose relevant solutions and prepare functional specification and design documentation to the design and development teams on necessary changes and functional improvements to the Break Glass system, in the interests of control effectiveness and operational efficiency• Own business engagement and stakeholder relations at Director and MD level• Drive adoption of the automated Break Glass toolsets for technical support teams across all of the Bank’s legal entities by establishing and embedding a transparent and efficient onboarding methodology

Business Continuity Management (BCM) Subject Matter Expert to the Client Facing Technology (CFT) Functional Heads. Overall responsibility for the strategic planning of Disaster Recovery events for CFT, maintaining 100% compliance with bank-wide policy and regulatory legislation. Responsibilities include: • Continuously improving BAU activities by remediating the team’s repeated, manual efforts through automation and streamlining.• Ensuring all CFT Business Recovery Plans are fit for purpose in the event of an economic crisis or environmental disaster• Supporting CFT Leads in crisis activation and management (risk analysis, communications, command & control) and readily engaging stakeholders. Ensuring business continuity is held at the highest priority, working with CFT IT, crisis team and dependent IT service providers• Ensuring all new CFT Systems have a working Disaster Recovery (DR) set-up and have been successfully tested prior to go-live• Maintaining compliance with a test cycle for all critical IT systems with Unit Level Recovery Documents reviewed and recertified annually• Overseeing end-to-end preparation towards application Disaster Recovery Test weekends, with clear expectations communicated throughout• Representation of the CFT department during all bank-wide Disaster Recovery tests and data centre power-downs. Providing command and control, formal communications of issues and status updates to all stakeholders. Facilitating the resolution of technical issues throughout application failover, testing and failback to the Production Environment

Release service provisioning for the Sales IT management area; over 100 applications across multiple platforms. Duties predominantly involved: • Organising and managing activities for building and maintaining software releases for their promotion to the production environment, including raising and co-ordinating Change records for each release• Directing activities to ensure the software products meet quality standards and performance objectives within defined time parameters and internal regulatory guidelines• Providing technical support to software developers and business unit personnel in executing and managing test processes• Executing the release of software products into the Production environment, facilitating IT and business-user testing and overseeing roll-back where necessary• Periodic reviews to ensure the Release Management team’s processes, access levels and permissions remain fit for purpose

Managing a team of analysts within the TSD to achieve service level targets and act as a single point of contact for escalations. Specific duties included:• Monitoring demand (calls, self service tickets, incidents and requests) & real time service levels • Making dynamic changes to skill allocations, priorities and auxiliary (AUX) Code usage as required to maximise service levels• Isolating outages and issuing proactive communications via TSD’s voice menu and ITHELP portal• Attending MIH bridges that need TSD presence• TSD health checks (e.g. call routing, wallboard)• Sending out shift end reports and handing over open issues to next on-shift Operations Manager I also travelled to Lithuania to oversee the migration of the Service Desk from Singapore

Problem Management: Responsible for identifying the root cause of Incidents logged by the Service Desk through analysis of data generated in SMR and creation of Problem Records in ‘HP Service Center’. Working with Service Owners through Problem investigation and diagnosis, through to resolution and closure. Organising and chairing meetings with working groups to ensure tasks are properly defined and fulfilled.Knowledge Management: Co-ordinating and managing migration from the TSD’s previous Knowledge base to the team’s comprehensive Wiki (TSDWiki). Training a small team of analysts to maintain and audit the database as well as conducting regular quality checks to ensure that the information the team uses for technical guidance and confirmation of processes is accurate and up to date. In addition to this, I have developed and implemented a number of processes which are now being used to improve the effectiveness of the team on an ongoing basis.

Duties involved troubleshooting and assisting users with Desktop Hardware, Software and Computer Peripheral related issues, as well as the provisioning of Service Requests. Maintaining team Service Levels, which included handling times, First Contact Resolution and the inception and promotion of IT Help (internal self-help website for employees).I was also involved in the transition of the Service Desk function and training of analysts in Singapore during ‘Project Transform’.