Open To Work
Uday Shankar Ramchander
Delivery Manager
Hyderabad,TG
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureSummary
Service Delivery Manager with 12+ years of experience leading cross-functional teams in scalable solution implementation. Proven ability to utilize user experience data and strategic planning to enhance project delivery. Expertise in project schedule management, risk mitigation, and achieving successful outcomes. Recognized for strong communication skills and effective coordination with global delivery teams.
Overview
13
13
years of professional experience
Work History
Associate Consultant
Tata Consultancy Services
Hyderabad
03.2025 - Current
- Led a team of Major Incident Managers and the Service Desk Team for global oversight of critical incidents in payment processing systems.
- Coordinated high-severity incident bridges, driving swift resolutions through collaboration across multiple teams.
- Maintained service availability and compliance with internal risk frameworks and SLAs.
- Served as the primary contact for leadership during outages, providing real-time updates and action plans.
- Ensured consistency in incident handling through governance, knowledge sharing, and playbook enforcement.
- Enhanced incident detection and escalation accuracy by collaborating with Service Desk leadership.
- Mentored a team of MIM professionals, ensuring adherence to incident protocols and communication standards.
- Established KPIs for incident handling, reporting performance metrics to senior management.
Service Delivery Manager
Cognizant
Hyderabad
03.2021 - 03.2025
- Led a team of over 150 full-time equivalents (FTEs) to develop investigation approaches for GEO fake engagements.
- Managed tier-3 operations in payments within Trust and Safety.
- Launched new products and policy features in collaboration with the product, policy, and engineering teams.
- Spearheaded the transition of Trust and Safety workflows across 200 full-time equivalents in a global environment, generating $4.2 million annually.
- Implemented robust quality review mechanisms that improved decision accuracy and compliance to 99% in trust and safety workflows.
- Increased team size from 60 to over 200 in 1.5 years, while enhancing quality from 88% to 99%.
- Established governance frameworks to monitor, audit, and enhance operational quality across global teams.
- Collaborated with the policy, product, and compliance teams to roll out new trust and safety policies, ensuring 100% alignment with compliance.
- Developed SOPs and policy playbooks for process workflows and fraud prevention, driving process consistency across geographies.
- Partnered with engineering teams to integrate evolving policy changes into risk workflows.
Senior Analyst
Google India powered by TeamLease Digital
Hyderabad
06.2019 - 03.2021
- Managed two lines of business (Consumer - four workflows and Enterprise - two workflows) in Trust and Safety with two vendors consisting of over 400 staff in a global environment.
- Track and lead project communication with vendors and internal stakeholders.
- Lead business reviews, quality assurance, operational governance, project documents, and SLAs.
- Scrutinize high-level escalations on consumer and enterprise products, and take appropriate action to fix the issue.
- Worked on multiple projects identifying fraud patterns, trends, and methods to improve ML processes within proprietary systems, and model experiments to enhance risk workflows.
- Designed and delivered structured training programs on fraud detection, escalation handling, and policy adherence for over 200 vendors.
- Conducted regular knowledge-sharing sessions and refresher training, improving investigation efficiency.
Senior Fraud Analyst
Synchrony Financial (formerly known as GE Capital)
Hyderabad
01.2014 - 05.2019
- Fraud claims validation across diverse channels in payment solutions and private-label credit cards.
- Evaluated SAR reports and AML audits for suspicious accounts to ensure compliance.
- Assessed charged-off accounts and collections processes to identify potential risks.
- Managed risk procedures to safeguard sensitive data and prevent electronic payment fraud.
- Implemented strategies to mitigate losses associated with fraudulent activities.
Technical Support Associate
Tech Mahindra
Hyderabad
10.2012 - 12.2013
- Managed Tier 2 escalations for Verizon DSL and FIOS high-speed internet support.
Addressed connectivity issues on devices running Windows XP, 7, 8, and Mac OS 10.X. - Facilitated education sessions for non-technical teams to enhance their comprehension of technical issues.
Education
Bachelor of Technology - Computer Science
05.2012
Skills
- Performance excellence
- Data analysis and research
- Crisis and escalation management
- Vendor and stakeholder relations
- Project and program management
- Risk assessment and management
- E-commerce fraud investigation
- Contract management (SLA/OLA)
- Incident management
- Budgeting and forecasting
- Cross-functional collaboration
- Governance and reporting
- Continuous service improvement
- Client relationship management
Accomplishments
- Led the growth of team from 60 to 200+ within 1.5 years span.
- Improved the quality from 88% in ramp to 99% by implementing quality governance.
- Brought down losses due to ops misses to 2% from 11% within 6 months.
- Cross-trained specialized skill resources to provide coverage and saved overtime cost to 0 in 7 months.
- Created scalable solutions to measure EWS effectiveness, improve communication and team growth.
- Developed and implemented a service delivery strategy that improved customer satisfaction by 98%.
- Created a dashboard that provided real-time visibility to clients into service delivery performance.
Timeline
Associate Consultant - Tata Consultancy Services
03.2025 - Current
Service Delivery Manager - Cognizant
03.2021 - 03.2025
Senior Analyst - Google India powered by TeamLease Digital
06.2019 - 03.2021
Senior Fraud Analyst - Synchrony Financial (formerly known as GE Capital)
01.2014 - 05.2019
Technical Support Associate - Tech Mahindra
10.2012 - 12.2013
Jawaharlal Nehru Technological University - Bachelor of Technology, Computer Science
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