Yasser Bhatti Email and Phone Number

• Lead incident and problem management for mission-critical applications, ensuring rapid triage and resolution of complex issues to minimize business impact. Manage bridge calls, coordinate technical teams, and ensure prompt escalation when necessary.• Key contributor to the global SWIFT ISO 20022 upgrade, leading production support, resolving real-time issues, and ensuring smooth system integration with minimal disruption. Acted as the primary liaison between technical teams and business stakeholders.• Ensure precise documentation of incidents and system changes, maintaining up-to-date wikis and logs for streamlined access during triage and post-incident reviews.• Deliver timely status updates to leadership and stakeholders, providing clear communication on incident details, root causes, and impact analysis. Work closely with senior teams to advise on remediation strategies.• Enforce production governance by identifying vulnerabilities and failure points, driving process improvements, and escalating unresolved issues to ensure high system availability.• Collaborate with DevOps teams to implement automation and process enhancements, reducing downtime and improving system resilience.• Maintain on-call support for critical incidents, ensuring quick response and service continuity during outages and high-severity incidents.• Oversee problem management by conducting root cause analysis (RCA) on recurring incidents, identifying systemic issues, and implementing permanent fixes to prevent future occurrences.• Collaborate with cross-functional teams to track problem records, monitor trends, and prioritize problem resolution efforts. Drive the development of long-term solutions to enhance service reliability.

• Ensured Problem investigations were carried out and solutions/fixes delivered within agreed time lines (Service Level Agreements).• managed technical teams (including 3rd party) during Post Incident Review meetings with weekly progress meetings.• Regularly attended product owner and scrum master led meetings to discuss requirements as well as to iron out obstacles affecting delivery of project.• built strong relationships with a number of stakeholders often translating 'tech talk' to 'non-tech'.• As part of the Digital Operations Team, delivered Problem Management for services relating to Mobile App, Web (Content Management Systems (CMS)) and legacy platforms.• Liaised closely with the business and project teams via all communication methods (including in person) to manage expectation of delivery and receive prioritisation/re prioritisation.• Managed multiple simultaneous Problem plans, tracking (deliverables, dependencies and ETA's)• Responding to post release, Post Incident Review's including large scale upgrade projects (Adobe Experience Manager (AEM) and Hybris content managing systems) and releases.• Drove the delivery of key development, content and config changes( in an Agile continual improvement framework) across key service platforms.• Worked closely with development, test teams and change management (occasionally relying on good rapport alone) in order to have fixes added to the earliest 'Time Box' release. • Maintained/publicised (Jira and Confluence) Problem roadmaps, for stakeholder visibility.• Identified areas for improvement in the process and delivery of Changes.• Set up workshops to aid and assist staff working on tools• Managed product launch Post Incident Review actions (eg: iPhone7/Samsung Note7) including sharing lessons learnt reports with key stakeholders. • Planned and negotiated availability and re-allocation of resource

• Undertook and chaired programme planning meetings regularly • Coordinated training sessions and workshops• Analysed monitoring and evaluation data• Tracked progress and ensured regular updates were received from 3rd parties• Assisted in the recruitment of UK charities for new project• Built and maintained relationships with over 40 UK-based charities engaged in community storytelling.• Coordinated with and responded to participating charities and volunteers

• Accountable for the Major Incident/Incident Management process.• Managing Major Incidents with internal resolver groups as well as 3rd party suppliers against strict SLA requirements.• Identifying trends and potential prevention areas.• Producing Major Incident reports and management information. • Managing SLA reporting on P1 and P2 incidents.• Chairing Post Incident Review meetings to implement future preventative measures.• Managing multiple simultaneous channels of activity with many stakeholders and dependencies• Providing guidance, direction and training to junior members of the team.• Evaluating business impact whilst working with stakeholders to resolve issues.• Chairing weekly review boards to identify trends, discuss root causes and prevent outage re-occurrences. • Developing and delivering business alerts to senior management.• Building relationships with external resolver groups as well having an awareness of internal and external issues affecting the customer. • Gleaning detailed information from customers, 3rd Parties and Resolver Groups and entering this data into the ITSM tool in a quick and concise manner, to track the resolution of a call.• Working in a leader role including responsibility for prioritising tasks for self and others• Communication of technical solutions/issues to both technical & non-technical people including senior management.

• Responsible for implementation, upgrades and patches. liaised closely with the technical teams and the business service desk to ensure new releases are fully supported in the live environment.

• Providing application training to users of the company’s product.• Hardware procurement; reviewing hardware providers, purchasing and warranty.• Hardware Management; making sure spare parts are stocked and backup images are kept up to date.• Software Management; Ensuring that sufficient software licenses are in place, applying software patches and upgrades ensuring all software is up to date.• Requirement gathering; gathering requirements of departmental clients and finding appropriate solutions.• Documentation; writing user guides for commonly used application and company products also writing IT policy for staff.• Testing; writing test plans, test cases and test scenarios. Keeping a high level of accuracy whilst carrying out testing on company product and providing results analysis.• Providing a link between the development team and any third party regarding software functionality, throughout the development lifecycle.• Project management; prioritise workload and meet deadlines, deployment of new applications, securing a large number of web domains, office moves as company is growing.

Supporting and training traders in person and via remote desktop.Providing 1st/ 2nd line support, logically troubleshooting problems on the Front-office live Trade-floor, which was supported solely by internal staff, responding to all IT/ Business related queriesProviding support for: calculating P&L, issues relating to delayed market price and market data, e-market issues (transactions), holding market positions, exchange enablement's (EUREX, CBOT, CME) and ad-hoc desktop support within SLA. Supporting German Bund (bond), BOBL and Schatz contracts that ran off the Futures ExchangesSupporting circa 300 + users with CQG Integrated client and CQG Trader, which offer straight through processing.Pricing in a live environment and keeping track of all funds being transferred in to Trader's accounts ensuring information is up-to-dateSupporting Microsoft office applications (Word, Excel and Outlook), Blackberry, and building PCs within a Windows environment.Often working between both back and middle office and on occasion, with development teams.Managing day to day operations of the support team.Managing and providing technical service delivery throughout the whole trader life cycle, from PC builds through to training, technical support and ongoing upgrades; ensuring traders are given all the facilities they require.Managing small projects as and when required.Sitting on the trade floor; I was the first point of contact for technology requirements and was required to communication effectively to ensure quick resolutions.Maintaining and auditing live trading accounts including crediting/debiting margin; liaising closely with risk managers, clearing and head traders in this regard. Environments/Skills• CQG Integrated Client • Reuters • Windows XP • CQG Trader • Hotcomm • PC Builds • e-Signal * RDC • MS Office (inc Excel) • LAN

Supporting circa 400+ international clients in both windows and Linux based environments. Working on, MySQL(RDBMS); running SQL queries and stored procedures and ad-hoc in-house desktop support.Occasionally, required to meet with clients in person; dealing with customers and understanding their business needs. Excellent communication skills were paramount.Working in a small team and covering a 24/7 support rota;

Permanently stationed at Investec bank. Smart attire and a professional approach were an essential aspect to the role. Conducting network cable auditing and carrying out ad hoc duties such as assembling and disassembling computer systems for office moves and new staff arrivals.Environments/Skills* PC Installations * Network Auditing * Internal Phones * Bloomberg (install & check) * LAN * Office Relocations