Divya Pradeep

Experience

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  CSC UKI

  Apr 2008 - Feb 2009

  Sr Analyst

  • Worked as senior health and life insurance benefits analyst with expertise in Carrier Financial Rating and Client Profiling.• Compared and analyzed financial rating information from sites like Moody’s and other financial rating sites and prepared appropriate reports for the client.• Created Benchmarking reports for our clients.• Had meeting with the clients to ascertain their requirements and handled their concerns as required.• Worked on numerous projects and learnt the importance of meeting deadlines and understanding SLA’s. Show less

• 

  Perot Systems

  Feb 2009 - Oct 2010

  Service Desk Lead

  • Worked as a Service Desk Lead on a very demanding project which involved taking care of 600 applications (password resets, installation and basic trouble shooting) for a leading Hospital in America.• Was also in charge of the team’s email inbox, this involved assigning emails to various team members and ensuring the turnaround time of 24 hours is maintained on a regular basis.• Acted as a back-up team lead for the email team. Dealt with all client and VIP concerns and handled email escalations.• Good understanding of Incident, Request, Change and Problem Management, Worked closely with assignee groups in resolving customer complaints and follow ups.• Consistently maintained scores and was given the Best Team Player and Start performer of the month recognitions. Show less

• 

  Caterpillar Inc.

  Oct 2010 - Dec 2015

  Risk Management; Coordinated with various business units to assist in the execution of the critical action plans developed to mitigate the various high and critical risks identified during Rapid Infrastructure Risk Assessments. Developed and executed a process which was crucial to ensure that the identified mitigation actions are periodically reviewed and progress is constantly monitored. Maintained the enterprise risk database for Asia Pacific. Worked on the development of a Business Continuity plan for Asia Pacific, to assist in stream lining the process in APAC. Managed and assisted with the successful execution and completion of management action plans, after rounds of discussions with concerned Business units, which are the result of the IT security risk assessments. Organized and conducted trainings for new inductions and quarterly update trainings for different divisions. Credentials of working alongside various information security personnel to conduct dealer assessments. Show less Key Deliverables:• Directing and coaching team on their day to day activities. Ensure policies and processes are followed on a regular basis (CITA, ITSM, and Internal Helpdesk). Support and provide supervisors with feedback on team / team member performance.• Review Support activities, formulate and effectively manage Phone/Email duty roster by ensuring there are support staff available during the entire support hours. Leave management and validation of hours for non-Caterpillar resources. • Encourage and motivate team to perform better, work as a team, conduct regular stand-up and team meetings & ensure all team members participate in it, so that new ideas, issue & resolution can be discussed and shared. • Operational lead for ESC (Enterprise service center India) team, manage daily operations which include queue monitoring, random ticket Quality checks, Remote call monitoring and feedback, daily reports (phone survey, fcr etc.), manage escalations and provide routine operational feedback to agents. Conduct interviews and trainings for new team recruits. Extensively deal with Incident and Change management.• Process lead for the Asia Pacific Account management team; manage daily operations which include queue monitoring, escalation management, daily reports and training of new team members. Worked extensively on IMAP, Active Directory and Security tasks.• Process Lead for Asia Pacific IPT Provisioning team; manage daily operations which include queue monitoring, escalation management, daily reports and training of new team members. Worked on IPT implementation projects and end user training. Show less

  • Risk Co-ordinator AP

    Aug 2014 - Dec 2015

  • Operations Lead

    Oct 2010 - Aug 2014
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  AXA technologies shared services

  Feb 2016 - Jan 2017

  Deputy Manager
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  Capgemini

  Jan 2017 - Oct 2022

  Manager - Cyber Security Unit

  Responsible for Vulnerability Management Program

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  Airbus

  Oct 2022 - now

  • Group Manager

    Oct 2023 - now

  • Project Manager - Cybersecurity (VM)

    Oct 2022 - Oct 2023