Gaurav Sharma

• Provide day-to-day IT support within a critical healthcare environment, resolving Level 1–3 incidents and service requests through ServiceNow to support the continued operation of hospital and Trust services.
• Manage and prioritise a high volume of incidents and requests, maintaining 98% SLA compliance while investigating issues and ensuring timely resolution.
• Diagnose and resolve technical issues across multiple departments, minimising downtime and recognising the potential impact of IT service disruption on clinical and operational activities.
• Escalate complex issues to appropriate resolver groups, maintaining ownership and following up through to resolution while ensuring accurate ServiceNow documentation.
• Contribute to IT projects, procurement and technical documentation, supporting efficient and reliable IT service delivery across the Trust.

Responsible for evaluating the efficiency, security, and regulatory compliance of IT systems. Focused on identifying risks, testing controls, analysing data, and ensuring industry standard alignment.

Key Responsibilities:

• Conducted IT audits and risk assessments for major clients, including AstraZeneca, ITV and PayPal, supporting the assessment of IT systems, controls, security and regulatory compliance.
• Performed IT General Controls (ITGC) testing, identifying technology risks and control weaknesses and recommending improvements to strengthen operational resilience and compliance.
• Analysed data and audit evidence, producing detailed reports and communicating findings and recommendations to clients and senior stakeholders.
• Collaborated with client IT, security and business teams to address audit findings, implement remediation and improve technology processes in line with GDPR, SOX and internal governance requirements.

• Managed SysAid support ticket system while leading multiple projects within the Application Support team at SONI Ltd.
• Provided ongoing support for critical business systems, with a focus on bespoke applications used to manage transmission operations and interfaces.
• Strengthened collaboration between customers and service delivery by coordinating efforts with external vendors, internal departments, and business users.