Sonia Prakash

• Conducting thorough cyclic risk assessments to identify vulnerabilities and potential threats to the organization's information systems
• Performing comprehensive '6 Eye' reviews of completed IS assessments for on-premise and GCP cloud applications, ensuring compliance with IS controls and identifying associated risks
• Managing IS controls remediation by reviewing and verifying treatment plans to ensure controls were effectively remediated or risks were appropriately accepted
• Performing detailed regulatory IS assessments reviews, including SOx, MAS, CAM, etc., to ensure compliance with regulatory requirements
• Delivering weekly assurance reports, preparing BIS notifications, and escalating overdue items to Principal TISOs and Portfolio owners
• Preparing high-accuracy management reports for Group TIS, ITSeco, and IT Sec, representing the Business Information Security Tribe
• Responsible for bi-weekly CIO and CIO-1 escalation reports for senior management, supporting the consequence management implementation process for overdue ISC and remediation findings at the tribe level
• Supporting the SOx Chapter by preparing assessment completion status reports, weekly reports, escalation reports, non-compliance issues, and preparing SOx attestation reports along with SOx EY SSO circumvention assessment.
• Managing the finance portfolio by incorporating stakeholder feedback and aligning with the Racer QA process to ensure high-quality assessments that met business requirements
• Maintaining strong relationships with stakeholders by understanding their needs and delivering tailored assessments
• Conducted multiple training sessions for ITAOs and TISOs on the SOx regulatory evidencing program to meet compliance requirements
• Contributed to process improvements as an ISC chapter member, collaborating with the chapter lead and squad members to minimize false positives and support remediation efforts
• Supported Group Audit and EY Audit findings in the finance portfolio, ensuring requirements were met and working on remediation efforts

Project II (September 2020 – January 2023)

Client

SAP LABS India (SAP HANA Enterprise Cloud)

Role

Quality Control & Service Reporting Lead

Job Responsibilities:

▪ Manages a team of 6 members in Quality Control for SAP HEC Service Request Fulfillment project

▪ Conducts regular audits of Customer Service Requests of 4 technical teams to ensure its complaint with company standards

▪ Conducts QC audit to ensure all the Service Request are adherence to the schedule during pre & post execution of the activity

▪ Reviewing customer feedback in SR’s and understanding customer concerns and improves the delivery quality by 4 eye check for the better customer experience

▪ Analyzing the escalated tickets to understand the handling errors, procedure limitations, customer concern to improve the quality of the service

▪ Responsible for monthly reports of the service, KPI reports, Service improvement reports & weekly performance dashboard using SAP Cloud reporting and Analytics tool

▪ Gathering and analyzing data to understand the monthly performance trend of the project

▪ Managing a weekly performance dashboard to track the technical teams SLA & KPI’s

▪ Arranging weekly/monthly performance review with Customers and working with the respective teams to deliver results as per the requirement and owns the responsibility for the same

• Communicated and explained business requirements to team members to understand and implement functional demands.

• Project 1 (September 2018 – August 2020)
• Client
• SAP LABS India (SAP CX Commerce Cloud)
• Role
• Team Lead
• ▪ Managed team of 35 members in SAP CX Commerce Cloud to provide better customer experience for more than 300 customers websites
• ▪ Gathered business requirements from users and converted them to technical requirements and implanted few best practices in SAP tool
• ▪ Provided status and representing team for their issues/concerns in weekly status calls
• ▪ Provided monthly, quarterly and annual reports to management regarding customer website's performance and team performance
• ▪ Handled escalated client concerns and complaints and responding per client contract and department procedures.
• ▪ Supported as key point of contact for advice and coaching on-call management during Black Friday and Cyber Monday sales event
• ▪ Preparing documentation of new process, procedure updates and providing knowledge transfer to entire team
• ▪ Onboarded new team members and provided the complete knowledge transition training & practice before production
• ▪ Performed several Go-live activates through change request and enabled customers production website
• ▪ Worked on SOW contract for project renewal and workload load analysis for manual efforts

• Managing major Incidents, ensuring that are logged, progressed, updated, authorized, expedited and resolved within scope of Service Level Agreement
• Chairing conference calls with participants including Service Managers, Technical Support teams, Clients and Third Parties
• Creation and circulation of service management reports like KPI, MTTR, availability report and also updates to CMDB
• Send Alert notifications to Site Support and Monitoring teams about any network related issues
• Issuing regular and updates communications during progress of Major Incident
• Identifying appropriate timelines and targets for recovery actions, feedback and communications
• Participating in Post Incident Review following successful recovery
• Performing root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in process
• Maintaining Major Incident Management process
• Reviewing and updating process documentation
• Follow up on any Delivery Team gaps on Bridge and Coordinating Incident Bridge calls for quick and prompt resolutions
• Lead Root Cause Analysis investigations to successfully identify root causes of problems that impact Capital Markets (front office technology) IT estate Track completion of problem root cause and error resolution tasks
• Perform regular Problem Management meetings with Application/Business/Development areas to track progress of error resolution tasks
• Assist line manager periodically with Audit and Problem governance metrics
• Train staff periodically on ITSM toolsets /processes and procedures
• Be able to take ownership of adhoc / scheduled reports

• Primary role in 'Incident/Problem Management' handling all issues in Production environment and Co-ordinate with Level 3 and resolve issues with production hosts (VCS issues, root cause analysis, Backup and Restore issues, job failures)
• Pro-active for production/non-production issues on priority to minimize loss
• Determining Root Cause for outages and determining next course of action
• Performing day-in day-out audits for all Production and QA boxes to keep them Ready-for-Business
• Performing / Troubleshooting backups and restores
• Installing Linux OS to servers as per customer requirements
• Troubleshoot HP servers and IBM blade servers via console and ILO
• To provide Level 1 IT assistance, guide and support to all IT clients in Company and subsidiaries by receiving their requests, logging calls and assigning tickets on reported incidents, requests and problems
• As a Linux System Admin in Level1: Managed Team of 15 members playing Lead role, taking care of day to day Tasks and Incidents
• Working on Top Production Environment supporting 60,000 Production servers to provide First level Assistance
• Maintain & monitor servers to ensure they are up-to-date with latest rollup hot fix
• Rebooting production servers when servers are unreachable
• Service monitoring and SLA management
• Brief knowledge in Incident Management, Basics of ITIL
• Worked in Netapp Filer, San Switches, VM ware ESX hosts
• Coordinating with vendors for hardware Break fix/Replacements