Uday Shankar

Experience

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  SITEL, India Ltd (Cypress Semiconductors)

  Sept 2004 - Dec 2005

  Subject Matter Expert (Technical Support)

  • Provide Service Desk and Incident Management support for technical issues by coordinating with the escalation teams (Level 2 & Level 3)

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  Citi Technology Services

  Jan 2006 - Apr 2008

  Assistant Manager - eCommerce / Treasury Service Desk

  • Involved in providing Incident Management updates on behalf of the Treasury Service Desk. • Served an active part in Problem Management by addressing long-standing technical/non-technical issues with the help of support teams & ensuring preventive measures are in place for Known Errors & any long-standing issues• Reviewed Risk & Control Self-Assessment (RCSA) every quarter from a compliance perspective.• Supported eCommerce products range from Fixed Income, Money Market, Derivative, and Cash segment Show less

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  Prudential Process Management Services

  Sept 2014 - Jul 2015

  Major Incident Manager (MIM) and Problem ManagerDriven 50+ high severity incidents between 2008 and 2015 impacting the firm by coordinating with Wintel and Desktop (Desktop and Citrix platform), Networks, Mainframe services (databases) or Midrange Services (web servers and Unix).Conducting daily trend analysis caused an 8% reduction year on year in incidents caused by changes. Trained 24 users from Service Desk on ITILv3 fundamentals and got them certified (refer LinkedIn recommendations).As Mumbai Change coordinator, raise change tickets, review them, and seek approvals from support team/s.IT Service DeliveryBuilt a repository for tracking feedback, escalation, and complaints that led to 80+ users providing their responses.Publish monthly dashboard that tracks business downtime, Grade of Service (GOS) and First Time Fixes (FTF).IT Risk and BCP Coordinator: Review IT business continuity plan and update the IT risk register on a quarterly basis.Project Manager MS Office 2010 and Exchange Migration Project (Apr’12 to Feb’13): Migrate 6k users across Prudential and Capita (UK and Mumbai) to MS Office 2010 and MS Exchange platform. Show less Worked as an Internal IT SOx Auditor for Prudential Group Head Office and M&G Investments during the annual SOx testing period. • Understand the scope of annual SOx testing based on the Risk Control Matrix (RCM).• Involved in conducting process walk-through of group's financial management systems along with External IT SOx auditors (KPMG).• Perform Test of Design (TOD) & Test of Operating Effectiveness (TOE) within agreed timelines after collating the evidences.• Provide opinions to senior management on the adequacy of the controls over financial reporting and update the Deficiency log (wherever applicable). Show less

  • Incident & Problem Manager

    May 2008 - Jul 2015

  • Internal IT SOx Auditor (Secondment)

    Sept 2014 - Feb 2015
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  Goldman Sachs

  Jul 2017 - Mar 2018

  Business Analyst (Application Onboarding)

  • Perform Application Onboarding & address challenges during the transition process and perform Stakeholder Management• Perform Time-Motion study to improve process effectiveness• Streamlining existing business Processes and Practices to enhance user experience• Streamline process workflows

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  Goldman Sachs

  Dec 2019 - now

  o Manage a portfolio of IMS services that caters to 10k+ users across the firmo Adoption of Agile methodology by the IMS product team for prioritizing enhancements and bug fixes via Sprints. Service Operations Management, Major Incident Management (MIM), and Incident & Problem Governance• Drive Major Incident Management bridges • Work with cross-functional Infrastructure teams to collate/share feedback on ITSM processes/procedures• Leverage the '5Whys' technique for problem analysis• Conduct weekly incident reviews for major and non-major incidents Project Manage seamless roll-out across Technology division for automated escalation. This includes:• Integration Management • Stakeholder Management • Scope Management• Schedule Management • Risk Management • Communication Management

  • Product Manager

    Jan 2022 - now

  • IT Service Operations Manager / Incident & Problem Governance

    Aug 2015 - Dec 2022

  • Project Manager (PagerDuty integration)

    Dec 2019 - Jul 2020