Rahul Rai

BCMS Audits:

• Audited Business Continuity Management Systems (BCMS) to ensure that business continuity plans and disaster recovery strategies meet industry standards (e.g., ISO 22301).
• Assessed the effectiveness of continuity and recovery processes to minimize operational disruptions.
• Identified gaps in BCMS processes and recommended improvements for better risk management and compliance.

ITGC Audits:

• Conducted audits of IT General Controls (ITGC) to assess the design and effectiveness of security controls across IT systems.
• Evaluated controls related to access.
• Management, system development, change management, and data security.

Risk and Compliance Management:

• Applied a risk-based approach to audits, identifying and mitigating security and compliance risks.
• Worked with cross-functional teams to address audit findings and improve security practices.
• Provided recommendations to senior management on improving IT governance and risk management.

• Serve as the primary point of contact for Audit and Risk Management teams, facilitating effective communication and coordination.
• Ensure adherence to risk management policies, technology control standards, and applicable regulatory guidelines to mitigate risk and maintain compliance.
• Manage regulatory requirements (e.g., circulars, advisories, alerts) and oversee compliance efforts, including conducting gap assessments to address potential deficiencies.
• Develop and execute audit plans for various Technology sub-functions, ensuring comprehensive coverage of relevant areas.
• Collaborate with external auditors, ensuring alignment with audit objectives and facilitating smooth audit processes.
• Conduct risk assessments for the Technology function in accordance with established audit guidelines and standards.
• Lead the 24/7 Incident Detection, Investigation, and Response team in cyber operations, coordinating efforts with third-party vendors to address security incidents and threats.
• Work closely with internal Technology teams to address gaps identified through audits, driving improvements in security controls and compliance measures.

Client , Royal Bank of Canada (RBC), Sunlife ,Denso Automotive , etc.

• Provide technical support to 5000+ onsite/offsite users and 100+ business operations, ensuring efficient issue resolution.
• Serve as SME for Incident Management and Change Management processes, guiding best practices and ensuring compliance.
• Manage 15+ IT engineering teams, overseeing technical training, monthly rosters, leave management, incident reports, and overall team productivity.
• Assess business impact and urgency for incidents, declare major incidents, and initiate business continuity or disaster recovery procedures when needed.
• Manage engagement relationships, ensuring technology needs are met and facilitating smooth project mobilization for business success.
• Ensure cross-functional incident resolution, meeting Service Level Agreements (SLAs) and Service Management requirements.
• Act as a third-level escalation point for delivery operations, resolving high-priority incidents and minimizing business impact.
• Collaborate with Incident Managers, Regional/Global Change Managers, and cross-functional teams to resolve issues.
• Proactively identify operational issues and drive resolution by working with clients and delivery operations teams.
• Provide technical and non-technical support for Major Incident response teams, ensuring quick resolution and minimal impact.
• Oversee the Major Incident Management Process, ensuring timely and effective responses.
• Manage IT operations and infrastructure for BPO services, ensuring optimal system performance.
• Handle high-priority user escalations, resolving issues efficiently and maintaining service quality.
• Utilize Remedy ticketing tool for Incident/Change Management, adhering to SLA, OLA, and TAT requirements.
• Manage Active Directory (AD) and access permissions in accordance with Group Policy and Group Policy Objects (GPO).
• Resolve client escalations related to routing latency and application slowness, improving performance.
• Install and support Windows OS (XP, 7, 8, 10, Server 2008/2012) and MS Office products, ensuring smooth user experience.
• Install and troubleshoot software issues, including proxies and other applications.
• Support VPN (Cisco AnyConnect), Citrix, and TeamViewer, ensuring remote access functionality.
• Ensure compliance with AV and Windows patching to maintain organizational security, coordinating corrective actions with the team.

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• Provided technical assistance to users with hardware and software related issues.
• Assisted in the installation, configuration and troubleshooting of operating systems and applications.
• Responded to user inquiries via phone, email or chat regarding computer system problems.
• Created accounts for new users and reset passwords for existing users on various systems.
• Performed regular maintenance tasks such as patching, scanning, backup and recovery processes.