Shaily Awasthi

• Lead end-to-end execution of application & infrastructure security initiatives, ensuring integration of security controls across SDLC, cloud, and IT operations.
• Manage comprehensive IT Risk Assessments for applications, infrastructure, networks, cloud, and third-party systems; track risks, treatment plans, and remediation activities.
• Handle RBI & regulatory audit lifecycles, including closure of ATR, REBIT, Advisory Digest, CSITE, ED Letters, and CSAP findings with cross-functional teams.
• Validate VA, PT & SHC reports, coordinate vulnerability remediation, and track closure of high-risk observations with IT & Engineering teams.
• Own JIRA-based tracking for all security requirements, remediation items, change requests, and audit action plans; enforce JIRA SLAs and maintain accurate status updates.
• Build JIRA workflows, dashboards, and issue-tracking frameworks for transparency, traceability, and streamlined governance.
• Act as the primary liaison between IT, InfoSec, Operations, Risk, and external auditors/regulators to drive alignment and timely deliverables.
• Develop and publish security scorecards, KRIs, KPIs, project dashboards, and audit compliance reports for leadership and governance forums.
• Drive vulnerability & threat management governance, including patching cycles, baseline compliance, and infrastructure hardening initiatives.
• Prepare project plans, resource requirements, and budget allocation for security programs; track financials, vendor costs, and project health metrics.
• Maintain documentation for security processes, SOPs, audit evidence, remediation trackers, and regulatory submissions.
• Facilitate governance meetings, monitor progress against action plans, and ensure closure of internal and external audit findings.

• Lead and manage project teams to ensure successful project delivery within the specified timelines and budget.
• Developed and implemented process improvement initiatives, streamlining workflows across departments.
• Utilize strong communication and interpersonal skills to maintain effective and collaborative working relationships with team members and stakeholders.
• Implement project management best practices to optimize project workflows and improve overall project efficiency.
• Provide regular project status updates and reports to stakeholders, ensuring transparency and alignment with project objectives.
• Led a cross-functional team in improving customer satisfaction, resulting in a 50% increase in positive feedback and a 20% reduction in complaints. Also, a 30% increase in conversion rates over a quarter, translating to an additional $500,000 in revenue.
• Coordinated project timelines, ensuring alignment with organizational objectives and stakeholder expectations.

• Managed the overall operations of educational programs, ensuring smooth program delivery and participant satisfaction.
• Coordinated with internal teams and external partners to facilitate program logistics and resource allocation.
• Utilized reporting and presentation skills to provide program updates and insights to key stakeholders.
• Implemented effective time management strategies to optimize program schedules and deliverables.
• Spearheaded initiatives that led to a 15% increase in customer satisfaction scores over a 12-month period, evidenced by feedback surveys and testimonials.

Led technical teams in the planning, execution, and delivery of complex technical projects, ensuring alignment with project goals and client requirements.

• Adapted to evolving project requirements and technology trends to drive continuous improvement and innovation within technical projects.
• Facilitated cross-functional coordination to integrate technical solutions into broader organizational frameworks and processes.
• Demonstrated strong reporting and presentation skills to communicate technical project status and outcomes to stakeholders.
• Utilized strong leadership skills to mentor and guide technical teams, fostering a collaborative and high-performance work environment.
• Mentored junior team members in customer service best practices and digital marketing techniques, resulting in a 40% improvement in team efficiency and effectiveness.

• Worked with Hinduja Global Solution and Airtel departments to facilitate communication and deliver personalized solutions to customers.
• Maintained an average customer retention rate of 90% through proactive communication, personalized support, and strategic account management.
• Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment.
• Also, service and billing related issues were taken care of which resort to maintain customer satisfaction of 1000+ customers in year.
• Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
• Developed and implemented a customer service strategy that resulted in an 88% increase in customer satisfaction ratings.