Hardik Khanpara

• Managing 5 service desk teams - 5 direct/23 indirect reports across Toronto, Sofia, and Cluj-Napoca (Romania), with an emphasis on the ITIL service desk, incident management, and compliance support disciplines.
• Overseeing and engaging only, when necessary, conference calls for Major Incidents (24x7) to ensure the timely restoration of service, providing clear and accurate communication to stakeholders across the company.
• Creation of IT service reports i.e. weekly service report summary, monthly incident report for international division, problem management data, root cause analysis for operational reviews.
• Definition of requirements and instrumentation for reporting, monitoring and operational management capabilities of IT applications and IT systems.
• Stakeholder Management (within org) – Continuous collaborations with Poker, Casino and Sportsbook product owners and development managers regarding performance issues, service improvements, process gaps, and preparing support models.
• Supplier/Vendor Management (Outside of Org) – Establish and manage key supplier performance goals and objectives through supplier scorecards.
• Participating in cross-functional hiring of peer roles across the divisions.
• Preparing team goals from the Infra and Platform division's objectives and KPI.
• Reviewing SLAs, building support models for upcoming projects.
• Management and monitoring of operational key metrics (SLAs, KPI trends).
• Performance management, career development and growth opportunities for service desk teams as per business requirements.

• People management responsibilities - recruitment and selection, onboarding and offboarding, performance management and career development
• Full major incident responsibility - identification of major incidents via monitoring, escalations through PagerDuty, communication throughout the incidents across the organization
• Help with pilots and testing - fire drills, onboarding new teams to PagerDuty, and creating support models for upcoming projects/integrations.
• Maintain runbooks/playbooks to ensure smooth daily operations.
• Examine team performance patterns and provide recommendations to the Service Desk.
• Monitor support channel SLAs (Tickets, Slack, Email) and provide recommendations for team priorities to ensure that all issues are addressed in a timely manner.
• Oversee the CSAT programme, including following up on consumer survey input, and identifying and implementing changes.
• Actively engage in and support new and current projects that affect customers or the Service Desk environment.
• Assist Service Desk Analysts with technical problems.

• Follow the predefined incident management process and procedures to minimize the impact on the product and services ensuring all incidents are recorded, assessed, classified, prioritized, assigned and actioned within predefined SLAs.
• Ensure rigor and governance are sustained within ongoing incidents to support clear documentation and communication to customers, as well as timely handling of incidents between 2nd line teams.
• Providing proactive and reactive incident analysis to form part of the initial problem investigations and to identify service issues.
• Drive cause analysis and corrective action between teams to help eliminate disruption of services.
• Create and update Knowledge Base (KB) articles for workarounds and Known Errors (KE) which are identified throughout the lifecycle of incident/problem records.
• Work closely with other Incident Management teams to ensure continuous improvement and best practices in handling incidents.
• Report to the Team Lead, Incident Management, and help deliver incident management best-practices to reduce and mitigate the impact and severity of incidents for our customers.

• Monitor, test and debug Trilliant HES application, production database server (MySQL server 2008 R2, MS SQL server 2012) and Windows/Linux servers to maintain high availability as per client specific SLAs.
• Track customer issues via Footprints ticketing system and engage in-depth analysis with developers via creating service request in JIRA.
• Perform trend and pattern analyses by gathering, validating and deriving insight from diverse data sources.
• Review, revise and maintain project related documents and client specific user guides.
• Escalate code errors, User interface and compatibility issue to DEV/Engineering team.
• Perform and generate standard monthly, quarterly and annual system performance reports as well as demand or ad-hoc reports.
• Strong web application knowledge utilizing Java including configuration and troubleshooting skills.
• Strong knowledge of Oracle, MySQL & MSSQL Server relational database architectures.
• Desired knowledge of Apache web server, Tomcat, SQL, Scripting and Java in a Linux OS environment.
• Understanding fundamentals of network architecture and TCP/IP communication
• Experience with protocols such as SSH, Telnet, FTP, TCP/IP, DHCP, NTP and Remote connection software.
• Knowledgeable in software development lifecycle, software QA processes, IT change management and issue and problem management.
• Possess experience and an understanding of ITIL Service Delivery Framework including problem and issue management, issue classification and prioritization, and root cause analysis methodology.

Environment: Symantec.cloud platform, Salseforce ticketing system, anti-spam scanning, anti-virus scanning, email security, web and URL filtering, address registration tool, domain registration, SSL certificate verification, WebEx, Cisco VOIP, BNS adapters and IP blacklisting and de-listing.

• Providing technical support for Web and Email security issues via phone, email, live chats and working on portal tickets. Monitoring web and mail traffic for corporate clients. Follow up with customers according to predefined SLAs and providing detailed troubleshooting procedures.
• Excellent multi tasking skills - updating tickets on Salesforce, assisting client while on call, searching contents on knowledge base, working with 5 different teams, assisting on escalations. Requesting for customer satisfaction surveys (CSATs).
• Receiving incoming technical issues via various mediums in a professional and timely manner.
• Ensuring that all calls are logged and updated with clear concise information, aiming for first call resolution at first point of contact.
• Escalation within agreed timescales where unable to resolve at first point of contact.
• Using set procedures for resolution of technical issues and to identify and recommend improvements to processes and procedures.
• Effective and prompt escalation of client issues to appropriate parties.
• Use of precise client communication skills both oral and written during all interactions with clients and team members.
• Use of self managing and accountable actions for the management of individual workload as well as promoting a team approach especially during periods of high volumes.
• Flexibility in approaching new requirements such as shift and work patterns and changing responsibilities.
• Use of ongoing resources for education and increasing technical expertise.