Robert Karsch

Robert Karsch

Financial Aid Officer

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  • Timeline

  • About me

    IT Manager at Vanguard

  • Education

    • Saint Joseph's University

      1998 - 2002
      MBA Information Management
    • University of Scranton

      1988 - 1992
  • 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
  • Licenses & Certifications

    • Scrum Master Certified (SMC)

      Scrum Alliance
      Nov 2006