Uzma Siddiqui

Wipro Ltd. – Client: Northern Trust Bank

• Supported technology operations for a global banking client, ensuring stability and compliance across end-user computing environments.
• Actively involved in incident and major incident handling, including identification, impact assessment, escalation, and closure in line with operational risk standards.
• Performed root cause analysis for recurring technology incidents and supported implementation of corrective and preventive controls.
• Assisted in risk identification related to desktop infrastructure, access issues, software failures, and change activities.
• Ensured adherence to SLAs, operational guidelines, and control procedures while managing incidents and service requests.
• Supported change activities (software upgrades, patches, configuration changes) and assessed potential operational risks before and after implementation.
• Maintained accurate incident records, documentation, and audit-ready evidence for compliance and reporting purposes.
• Collaborated with technology, infrastructure, and security teams to reduce risk exposure and prevent repeat incidents.
• Contributed to process improvements by highlighting control gaps and operational weaknesses observed during daily support activities.

Teammate – Operations Support

• Reviewed and moderated user-generated content to ensure compliance with community guidelines and platform policies.
• Identified and removed content involving hate speech, violence, harassment, illegal activities, and policy violations.
• Handled customer inquiries via chat and email, providing accurate and empathetic responses.
• Escalated complex or high-risk cases to senior moderators and policy teams as required.
• Responded to sensitive user reports while maintaining confidentiality and professionalism.
• Met quality, productivity, and SLA targets in a fast-paced environment.
• Stayed updated on policy changes, platform updates, and legal requirements.
• Documented cases accurately for audit and reporting purposes.

• Managed full-cycle recruiting process for multiple roles simultaneously while maintaining high-quality standards in candidate assessment and selection.
• Collaborated with hiring managers to determine job requirements and understand departmental needs.
• Reduced time-to-fill for open positions by implementing efficient recruitment strategies and effective collaboration with hiring managers.
• Evaluated resumes, interviewed, and presented qualified candidates to hiring managers and solicited feedback to refine recruiting strategy.