Robert Karsch

Experience

• 

  The Art Institutes

  Jan 1995 - Jan 1997

  Financial Aid Officer
• 

  Vanguard

  Jan 1997 - Oct 2020

  • Production Support Manager

    Aug 2019 - Oct 2020

  • Technical Lead

    Nov 2010 - Aug 2019

  • Project Manager

    Jan 2006 - Nov 2010

  • Application Developer

    Jan 2001 - Jan 2006

  • Shareholder Control

    Jan 1997 - Jan 2001
• 

  Infosys

  Oct 2020 - Aug 2024

  IT Production Support Manager

  - Managing full-time IT Professionals at Infosys across the US and India.- Responsible for Production Support and Application availability for the Full Service Retirement Division at Vanguard, supporting 5M users and a Recordkeeping System that manages $2T in assets.- Led 24x7 L1 / 2 support teams, managing all production incidents and problem tickets to resolution with adherence to service level agreements (SLAs). - Successfully matured production support processes and applications to achieve 99.963% uptime from 99.8% availability in less than 18 months. Client facing Web apps availability 99.998% YTD.- Increased resiliency of Web Applications on fixed hardware (servers). Architected and directly collaborated with various teams and departments to implement “AWS Cloud-like” principles to reduce application interruptions. The result was significant manpower savings (by over 70%), improved uptime (to 99.99%) and outage avoidance.- Achieved contractual target SLAs for all SLAs directly attributable to production support since 1-2022 (8 tier1 Apps, MTTD, MTTR). - Created and implemented a L1 / L2 Command Center, based in India to monitor applications and improve availability 24 hours a day. Improved the level of observability of applications with single pane of glass monitoring tools.- ITSM (Incident, Change, Problem, Risk Management) Infosys Manager leading Incident and Change Management processes. Active in Problem and Risk Management. Show less

• 

  Vanguard

  Aug 2024 - now

  Team Manager