Sanjhay K
CHENNAI
Summary
Results-driven IT professional with 19 years of experience, including 16 years in Service Management. Expertise in optimizing service processes and enhancing performance to exceed business expectations. Skilled in fostering collaboration and adaptability, providing reliable support in fast-paced environments, and leading teams to strengthen customer relationships.
Overview
19
19
years of professional experience
1
1
Certification
Work History
AVP - Technology Service Manager
Standard Chartered GBS Pvt Ltd
10.2018 - Current
- Strategic Liaison: Acts as the primary interface between Business Units and IT/Operations, fostering collaboration and open communication. Building and maintaining strong relationships with Business Leaders, Product Owners, CIOs, and Technology Teams (Production Support & Hive) is essential for aligning IT strategy with business goals, reducing risk, and ensuring operational stability.
- Business-First Alignment: Technology initiatives are directly tied to business objectives, ensuring that every release drives measurable outcomes and improved customer experience.
- Incident management : Hold ultimate responsibility for directing the response, assessing severity, and establishing objectives. Manage the "war room" for P1/P2/P3 and authorize actions with recovery team, and delegate tasks to maintain focus on service restoration.
- Translated strategic goals into actionable, measurable KPIs across various domains (HR, CABM, CRES & SCM), serving as critical bridge between operational execution and strategic performance management as service manager specialized in metrics scorecard maintenance.
- Represented business in daily stand-up meetings, sprint planning sessions, and sprint reviews, ensuring effective communication among team members and alignment with requirements from product owner and business.
- Managed risk and audit processes across Global Functions domain.
- Acted as the primary Point of Contact (SPOC) for Risk & Audit matters across the Global Functions domain.
- Identifies potential risks impacting bank standard scorecards, proposes mitigation plans to stream owners, and drives initiatives to closure.
- Successfully handled intensive Ernst & Young (E&Y) audits, including managing over 150+ Request for Information (RFI) items within a 2-day timeframe, receiving senior management appreciation.
- Demonstrated success in identifying a key risk area in Payroll Process for Hong Kong and received business nod to implement in Production, Thereby remediating the failures from process.
- Owned Hypercare support model for critical launches, ensuring smooth transitions and rapid issue resolution in collaboration with operations and technology teams.
- Monitor Portfolio's Performance: Ensure 62 ITR & EITSO Metrics are Green for GF domain and create a action plan for services that breached control metrics.
- Ensured SCB T&O and vendors met specific, measurable targets defined in SLAs with business owners.
- Represent Tech Risk Connect for the domain to discuss on domain's FMEA open items, Self-Identified Risks and upcoming changes to controls/metrics as part of revision to process & standards.
- Perform IT Consultation review for the revised process and raise feedback wherever required prior to CIO's approval.
Tech Lead (App Support, Data Management, Information Security)
Royal Bank of Scotland
03.2010 - 10.2018
- Established center of excellence team for alerts, performance, and support services for applications and data storage servers across all business units in retail and CIB domain. Provided best practices, research, and support, conducted training, and documented recurring issues database.
- Roles and Responsibilities
- IT Service Management | BAU & Project Data Migrations | Application Onboarding Support | Application System Controls Coordination | NetApp Storage quota Management | Monitor Event alerts & Availability of Database events | Data Restoration to File Systems | Live Monitoring on Shared volumes in Production & Development filers
Sr Process Executive
Cognizant Technologies Solutions
04.2008 - 03.2010
Application Engineer
Cybernet Slash Support
01.2008 - 04.2008
Tech Support Executive
Sutherland Global Services
01.2007 - 12.2007
Education
B.E - Computer Science
EVP Engineering College
Chennai, IndiaSkills
- IT Service Management
- Service Delivery
- Project oversight
- SAP Cloud expertise
- Risk assessment and control
- Continuous Service Improvement
- Information Security
- Transformation leadership
- Crisis response
- Effective leadership
- Effective Business Communication
- Written and verbal skills
- Pressure management
- Positive attitude and outlook
- Effective public speaking
Personal Information
Certification
- Certified DevOps_SRE (Site Reliability & Engineering) (08/2020 - Present) Certificate ID - 21418605
- Certified Agile Scrum Master (10/2018) (10/2018 - 10/2018) Certificate ID - 66484964214265
- ITIL Foundation
- LeadX – Agile Leadership Program (01/2019 - Present)
- ITIL - Release & Configuration Management
- ISO 27001 Certification is in progress
Timeline
AVP - Technology Service Manager
Standard Chartered GBS Pvt Ltd
10.2018 - Current
Tech Lead (App Support, Data Management, Information Security)
Royal Bank of Scotland
03.2010 - 10.2018
Sr Process Executive
Cognizant Technologies Solutions
04.2008 - 03.2010
Application Engineer
Cybernet Slash Support
01.2008 - 04.2008
Tech Support Executive
Sutherland Global Services
01.2007 - 12.2007
B.E - Computer Science
EVP Engineering College