MARY MENDONZA
Mumbai
Summary
Dynamic professional with extensive experience specializing in Data Loss Prevention (DLP) Operations and Incident Management. Proven track record in enhancing security posture and reducing incidents through effective policy tuning and stakeholder engagement. Adept at incident management and delivering impactful reports to drive strategic decision-making.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Associate (Team Leader)
Nomura India Services Pvt. Ltd.
Mumbai
10.2022 - 12.2025
- To enhance Investment Bank security posture at AEJ, EMEA, US and across PAN India locations, DLP security solution implemented based on Investment Bank's baseline security policy.
- Administer and manage the DLP exception process, including validating requests, ensuring compliance alignment, and maintaining accurate documentation throughout the approval lifecycle.
- Design, create, test and implement new DLP policies while continuously enhancing existing ones to expand coverage, strengthen detection capabilities and reduce false positives.
- Engaged with business users, owners, and regional stakeholders to assess criticality and sensitivity of organizational information, providing insights that informed data classification strategies.
- Lead weekly stakeholder review calls to close breach-related discussions, align on remediation actions and review progress on ongoing DLP initiatives.
- Coordinate with regional stakeholders and businesses on new requirements for data analysis and investigations based on new entity integrations within Nomura.
- Oversee the full DLP incident lifecycle—from detection and triage to investigation, root cause analysis, remediation, and final documentation.
- Conduct breach investigations with stakeholders, regional Compliance and Conduct office teams.
- Understanding the flow of information between various business processes and departments inside and outside.
- Leading a major DLP refinement initiative targeting a 30% reduction in events through advanced rule optimization, exclusion tuning, and insights from validated findings.
- Prepared and delivered reports on incident trends, policy effectiveness, risk insights, and ongoing improvements to inform key stakeholders and leadership decision-making.
- Conduct regular system health checks and support disaster recovery (DR) simulations to ensure operational stability and resilience.
- Support internal and external audits by providing accurate documentation, incident logs, and compliance evidence in a timely manner.
- Support detailed data flow analysis to identify how sensitive data moves across systems, uncover potential risk points, and ensure DLP policies and controls are properly aligned with actual data usage patterns.
- Managed ad-hoc reporting requests from stakeholders, preparing cumulative reports region-wise on quarterly, monthly, and yearly basis for CTSO or Global CISO requirements.
- Conducted internal knowledge transfer sessions and maintained SOPs and troubleshooting documents to streamline the process for Information Security operations teams.
Associate (Senior Support Analyst)
Nomura India Services Pvt. Ltd.
Mumbai
10.2018 - 10.2022
- Developed and managed the DLP Incident Tracker, tracking SLAs, and driving case closures.
- Monitor and analyze DLP alerts across all channels to proactively detect potential data leakage and escalate policy violations.
- Create monthly, quarterly & yearly DLP reports and share with the regional stakeholders based on regional or regulatory requirements.
- Co-ordinate with regional Compliance Conduct office team for breach reporting on monthly basis.
- Co-ordinate with business and regional stakeholders for understanding the flow of information between various business processes and department inside and outside.
- Analyzed information flow between business processes and departments to enhance communication.
- Escalate cases to regional business teams in a timely manner.
- Conducted system health checks and supported disaster recovery simulations to maintain operational stability.
Senior Support Analyst
Nomura India Services Pvt. Ltd.
Mumbai
06.2015 - 09.2018
- Working on HNAS, NetApp Storage and Data Management for Nomura’s Business Data within AEJ, India and EMEA regions.
- Plan and implement all data migrations project from NetApp to HNAS migration storage. Data Migrations project involves discussion with the business heads, storage team and seek agreement around data migrations ensuring least impact on data access and production environment.
- Create and manage DFS/virtual links on NetApp filers that link to the secured/restricted network shared directory.
- Create Active Directory security groups that facilitate secured data and data access on HNAS/NetApp storage.
- Create network directories on HNAS/NetApp filers requiring security to restrict/grant access.
- Monitor and maintain production space availability on HNAS/NetApp and other file storage. Coordinate space requirement and allocation with storage management and windows team.
- Co-ordinate with application teams and local desktop support teams around various aspects of data migrations.
- Provide daily support to users having issues with data access, space management, new shares, security management etc. via SNOW.
- Facilitate data sharing across cross regional domains within Nomura.
- Attend weekly regional change management and Cross-ITBU calls for representing Data Management changes for Migration and BAU weekend changes.
- Use Robocopy and rich copy tools for data migrations and other data management related tasks.
- Restored data from system snapshots to fulfill user requests.
- Manage and co-ordinate the entire Nomura User Transfers process which facilitates end to end transfer for employees transferring from office A to B globally. This involves communication with the user and various IT teams to accomplish the transfers in terms of new accounts, user data and mailbox data transfer.
Senior Support Analyst
Nomura India Services Pvt. Ltd.
Mumbai
05.2011 - 06.2015
- Developed an internal webpage-based portal to centralize support links and process documentation for enhancing day-to-day Global service desk efficiency.
- Tested New Tools and Applications for Service Desk and managing the Migration activities.
- Manage Level 2 Tickets for Configuration of Blackberry Devices, Change Approvers for IAC and Spam Email Management.
- Worked on call data analysis, AHT (Average Handle Time) analysis, Recurring Issues and escalation analysis on a monthly Basis for the team.
- Worked on Team Escalations, Data Audits and Call Audits for the Team.
- Coordinated with support teams to address updates and recurring issues.
- Preparing Handover Reports on Hourly Basis for Call Metrics and Abandon Rate Analysis.
- Contributed to weekly regional change management sessions focusing on change implementation and migration tasks.
- Attend Conference Calls and Meetings with Support Teams for New Tools Training and Process Migrations.
- Conduct Process Trainings for New Joiners and assist team members to identify areas of Improvement and Provide feedback for Process Improvement via Briefings/training Session.
- Received Star Spot Award for Team Recognition for January, July 2013 and August 2014.
Engineer
Nomura India Services Pvt. Ltd.
Mumbai
05.2010 - 04.2011
- Technical support for desktop and other peripherals for Nomura employees.
- Troubleshooting on different Nomura applications.
- Application installations via Colman & their troubleshooting.
- Log incidents for 2nd level support in NSAM remedy ticketing tool.
- Collaborate with support teams on understanding issues and taking steps to resolve it.
- Basic troubleshooting including printer configurations, active directory accounts and remote connect issues.
Senior Technical Support Associate
EDS an HP Company
Pune
10.2007 - 05.2010
- Managed user and client escalations on tickets and customer surveys, delivering accurate resolutions within time frame.
- Handled user escalations from help desk mailbox, ensuring timely resolutions.
- Basic troubleshooting including printer configurations, client applications and VPN related issues.
- Support and maintenance of Desktop and other peripherals for EDS client – DTAG.
- Log incidents for level 2 support in service center ticketing tool and log case ids for level 2 Infologix support.
- Analyzed first contact resolution data to identify trends and improve service quality.
- Planning and forecasting the daily, weekly as well as monthly call metrics for the process with the help of AOM.
- Sending out blast fax to all locations and users for any scheduled outages.
HR Executive and Recruiter
Avionix IT Solutions Pvt. Ltd.
Pune
01.2007 - 06.2007
- Organized and maintained HR recruitment database for efficient candidate tracking.
- Scheduled interviews with candidates to facilitate recruitment process.
- Coordinated follow-ups with candidates for timely interview and assessment scheduling.
- Organized employee records and attendance register to support HR processes.
- Monitored employee leave records for accuracy and compliance.
Front Office Executive
Avionix IT Solutions Pvt. Ltd.
Pune
07.2006 - 01.2007
- Managed daily front office operations to ensure streamlined workflow.
- Handled EPABX and phone inquiries to facilitate effective communication.
- Searched for online project leads to support business development.
Front Office Executive
Seed Infotech Ltd
Pune
05.2005 - 07.2006
- Coordinated front office operations to maintain smooth workflow and enhance visitor experience.
- Assisted customers, visitors, and walk-ins promptly to provide excellent service and support.
- Managed EPABX system and handled phone inquiries to ensure effective communication.
- Distributed daily mailers and vendor bills to ensure timely delivery.
Education
Graduate - B'com
Pune University
Pune01-2009
HSC -
Bharati Vidyapeeth Junior College
Navi Mumbai01-2005
SSC -
Bharati Vidyapeeth School
Navi Mumbai01-2003
Skills
- Data Loss Prevention (DLP) Operations, Policy Tuning, Data Classification (Email, Endpoint, Web, Data at Rest)
- Compliance Monitoring, Access Management, Risk Mitigation, Root Cause Analysis (RCA)
- Incident management, Audit & SLA Reporting, Governance
- Device Compliance, Security Workflow Optimization, Whitelisting, User Training
- Data flow analysis
- Cloud Collaboration
- Document Management
- Project Coordination
- Stakeholder engagement
- Communication skills
Certification
- ITIL Foundation Certified in IT Service Management
- Certification of Symantec DLP Solution version 15.5
- Graduate in Floral Designing from IFD in 2014
Hobbies and Interests
- Floral Designing
- Watching Tennis, Olympics & Sporting events
- Collecting old, new coins & currencies
- Reading Novels
Languages
- English
- Hindi
- Marathi
- Konkani
Timeline
Associate (Team Leader)
Nomura India Services Pvt. Ltd.
10.2022 - 12.2025
Associate (Senior Support Analyst)
Nomura India Services Pvt. Ltd.
10.2018 - 10.2022
Senior Support Analyst
Nomura India Services Pvt. Ltd.
06.2015 - 09.2018
Senior Support Analyst
Nomura India Services Pvt. Ltd.
05.2011 - 06.2015
Engineer
Nomura India Services Pvt. Ltd.
05.2010 - 04.2011
Senior Technical Support Associate
EDS an HP Company
10.2007 - 05.2010
HR Executive and Recruiter
Avionix IT Solutions Pvt. Ltd.
01.2007 - 06.2007
Front Office Executive
Avionix IT Solutions Pvt. Ltd.
07.2006 - 01.2007
Front Office Executive
Seed Infotech Ltd
05.2005 - 07.2006
Graduate - B'com
Pune University
HSC -
Bharati Vidyapeeth Junior College
SSC -
Bharati Vidyapeeth School