Uday Shankar Ramchander
Hyderabad
Summary
Service Delivery Manager with 12 years of experience in leading cross-functional teams to implement scalable solutions. Expertise in utilizing user experience data and strategic planning to enhance project delivery. Proficient in managing project schedules, mitigating risks, and ensuring successful outcomes. Recognized for strong communication skills and ability to coordinate effectively 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 24/7 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 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 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 150+ FTEs on planned investigation approaches and mitigation strategies for GEO fake engagements, providing continuous insights from deep-dive investigations of bad actors.
- Producing summary reports highlighting key information, links, and risks, and handling confidential information with sensitivity and appropriateness.
- Managed tier-3 operations in payments within Trust & Safety.
- Launched various new products and policy features in partnership with the product, policy, and engineering teams.
- Spearheading the transition and delivery of critical Trust and Safety workflows consisting of over 200 full-time equivalents in a 24/7 environment across geographical locations, with a revenue of $4.2 million per year.
- Managing and growing client relationships by aligning with their objectives and defining strategies and execution to meet those objectives.
- Led the growth of the team from 60 to over 200 within a 1.5-year span.
- Improved the quality from 88% in ramp to 99% by implementing quality governance.
- Brought down losses due to operational misses to 2% from 11% within six months by implementing strong operational governance and system changes.
- Cross-trained specialized skill resources to provide coverage, and in turn, save overtime costs 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.
- Oversaw budget management for service delivery operations, ensuring cost-effectiveness.
- Managed stakeholder relationships to build trust and ensure alignment with project objectives and outcomes.
- Streamlined communication channels between the PMO and external partners to improve collaboration and project success rates.
- Monitored project progress through key performance indicators to identify risks, and implement timely mitigations.
- Oversaw financial budgeting and forecasting for projects to maintain financial discipline, and cost-effectiveness.
- Established quality controls to ensure the project meets specified standards, and delivered added value.
- Negotiated with vendors and suppliers to secure resources and services at competitive rates, enhancing project profitability.
- Developed and maintained comprehensive project documentation, including plans, reports, and presentations for stakeholder communication.
- Led the transition of projects from planning to execution, ensuring alignment with strategic objectives and stakeholder expectations.
- Facilitated cross-functional team meetings to review project statuses, and address potential issues proactively.
- Conducted risk assessments to identify potential issues, implementing mitigation strategies to minimize project disruptions.
- Led cross-functional teams to deliver projects within budget and on time, enhancing client satisfaction, and stakeholder value.
Senior Analyst
Google India powered by TeamLease Digital
Hyderabad
06.2019 - 03.2021
- Managed 2 lines of business (Consumer - 4 workflows and Enterprise - 2 workflows) in Trust and Safety with 2 vendors consisting of over 400 healthcare staff in a 24/7 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.
Senior Fraud Analyst
Synchrony Financial (formerly known as GE Capital)
Hyderabad
01.2014 - 05.2019
- Fraud investigations involve validating fraud claims from multiple channels in payment solutions and private label credit cards. This includes evaluating the SAR reports and AML audits on suspicious accounts, as well as assessing charged-off and collections-related accounts. Expertise in handling risk procedures, data safeguarding, electronic payment frauds, and mitigating loss is essential.
Technical Support Associate
Tech Mahindra
Hyderabad
10.2012 - 12.2013
- Technical support on Verizon DSL and FIOS high-speed internet escalations; Tier 2 support on internet and network-related issues (wired/wireless) with OS varying from XP, 7, 8 until Mac OS 10.X on iPads and smartphones connectivity issues; educating technical information to non-technical functional teams to promote better understanding and enhance customer experience; monitoring systems and input commands to troubleshoot DSL and FIOS.
Education
Bachelor of Technology - Computer Science
Jawaharlal Nehru Technological University
Hyderabad05.2012
Skills
- Performance excellence and delivery
- Data analysis and research
- Crisis and escalation management
- Vendor and stakeholder relations
- Project and program oversight
- Risk assessment and management
- E-commerce fraud investigation
- Client management and escalation
- Service delivery planning
- Contract management (SLA/OLA)
- Incident response management
- Governance and reporting
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.
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
Bachelor of Technology - Computer Science
Jawaharlal Nehru Technological University
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