Yogendra U. R
Udupi
Summary
Certified Six Sigma Green Belt and ITIL 4 Foundation professional with a proven track record of driving impactful organizational improvements. At Shell, played a key role in leading catalog change initiatives and managing technical debt, resulting in enhanced end-user productivity. Ensured application compliance through thorough impact assessments and strong governance practices. Successfully implemented Robotic Process Automation (RPA) using Blue Prism, significantly improving process efficiency and reducing manual workloads. Experienced Service Manager, adept at leading teams to elevate customer satisfaction through improved service delivery and operational excellence. Skilled in Business Analysis, contributing to strategic decision-making and seamless process integration across functions. Proficient in managing large-scale projects within a PMO environment, ensuring on-time delivery and adherence to budget constraints.
Overview
20
20
years of professional experience
Work History
Service Manager
Shell
12.2021 - Current
- Led Strategic Catalog Updates: Initiated and managed IT service catalog changes—including additions, modifications, and decommissions—based on evolving business needs and user feedback.
- Maintained strict adherence to organizational standards and regulatory requirements, reducing risk and aligning with best practices.
- Collaborated with QA teams to design and execute test plans, ensuring catalog changes were robust and functional prior to deployment.
- Worked closely with IT operations and service delivery teams to ensure smooth rollouts with minimal disruption to services.
- Leveraged ServiceNow to automate service request processes, improving efficiency and service quality.
- Oversaw the intake, processing, and resolution of service requests, optimizing turnaround times and enhancing user satisfaction.
- Led the early detection and documentation of technical debt across multiple software systems, enabling better risk management and long-term planning.
- Directed the evaluation and prioritization of technical debt based on its effect on system performance, maintainability, and delivery timelines—supporting informed decision-making.
- Designed and executed targeted strategies to reduce technical debt, resulting in improved system reliability, security, and operational efficiency.
- Facilitated the migration to modern End User Productivity solutions by retiring outdated legacy services, aligning with digital transformation goals.
- Provided end-to-end governance for infrastructure and applications, ensuring alignment with organizational standards and industry best practices.
- Led the resolution of major incidents, minimizing business impact and ensuring rapid service restoration.
- Oversaw infrastructure and application stability across the Asia-Pacific region, ensuring high availability and swift resolution of service disruptions.
- Identified and implemented improvement opportunities to enhance user experience and deliver measurable business value through IT service enhancements.
- Designed and executed a comprehensive mobility strategy aligned with organizational goals, enhancing business agility and operational efficiency.
- Collaborated with site leadership and demand planners to develop tailored mobile asset refresh plans based on regional requirements and forecasts.
- Partnered with vendors to ensure timely procurement and delivery of mobile devices that met strategic and technical specifications.
- Incorporated the latest advancements in mobile technology and security protocols to ensure robust, future-ready solutions.
- Conducted in-depth evaluations of refreshed mobile assets against defined performance metrics to assess impact and success of refresh initiatives.
- Identified and resolved unattended SIM subscriptions, ensuring compliance with attestation processes—particularly for employees who had exited the organization.
- Maintained precise records of active SIM subscriptions using platforms like ServiceNow and Supplier Portal, ensuring data integrity and completeness.
- Collaborated with suppliers to review zero-usage subscriptions, driving cost efficiency and aligning services with organizational goals.
Service Manager
Shell
12.2021 - Current
- Led Strategic Catalog Updates: Initiated and managed IT service catalog changes—including additions, modifications, and decommissions—based on evolving business needs and user feedback.
- Maintained strict adherence to organizational standards and regulatory requirements, reducing risk and aligning with best practices.
- Collaborated with QA teams to design and execute test plans, ensuring catalog changes were robust and functional prior to deployment.
- Worked closely with IT operations and service delivery teams to ensure smooth rollouts with minimal disruption to services.
- Leveraged ServiceNow to automate service request processes, improving efficiency and service quality.
- Oversaw the intake, processing, and resolution of service requests, optimizing turnaround times and enhancing user satisfaction.
- Led the early detection and documentation of technical debt across multiple software systems, enabling better risk management and long-term planning.
- Directed the evaluation and prioritization of technical debt based on its effect on system performance, maintainability, and delivery timelines—supporting informed decision-making.
- Designed and executed targeted strategies to reduce technical debt, resulting in improved system reliability, security, and operational efficiency.
- Facilitated the migration to modern End User Productivity solutions by retiring outdated legacy services, aligning with digital transformation goals.
- Provided end-to-end governance for infrastructure and applications, ensuring alignment with organizational standards and industry best practices.
- Led the resolution of major incidents, minimizing business impact and ensuring rapid service restoration.
- Oversaw infrastructure and application stability across the Asia-Pacific region, ensuring high availability and swift resolution of service disruptions.
- Identified and implemented improvement opportunities to enhance user experience and deliver measurable business value through IT service enhancements.
- Designed and executed a comprehensive mobility strategy aligned with organizational goals, enhancing business agility and operational efficiency.
- Collaborated with site leadership and demand planners to develop tailored mobile asset refresh plans based on regional requirements and forecasts.
- Partnered with vendors to ensure timely procurement and delivery of mobile devices that met strategic and technical specifications.
- Incorporated the latest advancements in mobile technology and security protocols to ensure robust, future-ready solutions.
- Conducted in-depth evaluations of refreshed mobile assets against defined performance metrics to assess impact and success of refresh initiatives.
- Identified and resolved unattended SIM subscriptions, ensuring compliance with attestation processes—particularly for employees who had exited the organization.
- Maintained precise records of active SIM subscriptions using platforms like ServiceNow and Supplier Portal, ensuring data integrity and completeness.
- Collaborated with suppliers to review zero-usage subscriptions, driving cost efficiency and aligning services with organizational goals.
VCB Lead
Shell
07.2019 - Current
- Led and coordinated testing activities within the Version Control Board framework to ensure structured and efficient validation of changes.
- Ensured all software version and configuration changes underwent thorough testing to verify compatibility, security, and reliability.
- Worked closely with development teams, system administrators, and key stakeholders to plan and execute testing procedures.
- Analyzed test outcomes to assess the impact of proposed changes and provided actionable recommendations to the board.
- Assessed proposed changes to applications and software configurations to evaluate their potential impact on the desktop environment and overall system stability.
- Worked closely with application owners, infrastructure teams, and business stakeholders to gather requirements and proactively mitigate risks related to compatibility issues.
- Conducted thorough evaluations of technological changes to identify potential disruptions to end-user operations and ensure smooth transitions.
- Proactively authorized non-standard product catalog requests for Global Function businesses across all locations, managing requests within designated authorization queues and meeting the internal SLA of a 1-day turnaround.
- Ensured timely and clear communication of upcoming releases, including schedule changes, feature updates, and deployment activities, to all relevant stakeholders.
VCB Lead
Shell
07.2019 - Current
- Led and coordinated testing activities within the Version Control Board framework to ensure structured and efficient validation of changes.
- Ensured all software version and configuration changes underwent thorough testing to verify compatibility, security, and reliability.
- Worked closely with development teams, system administrators, and key stakeholders to plan and execute testing procedures.
- Analyzed test outcomes to assess the impact of proposed changes and provided actionable recommendations to the board.
- Assessed proposed changes to applications and software configurations to evaluate their potential impact on the desktop environment and overall system stability.
- Worked closely with application owners, infrastructure teams, and business stakeholders to gather requirements and proactively mitigate risks related to compatibility issues.
- Conducted thorough evaluations of technological changes to identify potential disruptions to end-user operations and ensure smooth transitions.
- Proactively authorized non-standard product catalog requests for Global Function businesses across all locations, managing requests within designated authorization queues and meeting the internal SLA of a 1-day turnaround.
- Ensured timely and clear communication of upcoming releases, including schedule changes, feature updates, and deployment activities, to all relevant stakeholders.
IMC Lead
Shell
07.2017 - 06.2019
- Directed PMO-led initiatives, including structural updates to SharePoint Sites in preparation for the GRM O365 rollout, ensuring efficient execution aligned with business needs.
- Designed and implemented customized File Plans for SharePoint Site Collections, Exchange Collections, and Finance Operations (FO) records outside SharePoint, enhancing information organization and accessibility.
- Defined technical requirements for a resilient SharePoint environment, including topology ownership, high availability, performance reliability, and portal security.
- Oversaw change control processes for the retention and disposal of physical records managed externally by Shell Business Operations, ensuring compliance with regulatory and internal policies.
- Acted as the primary liaison for Information Management Content Focal Points (IMCFPs), ensuring adherence to IM standards and manuals within FO.
- Reviewed and approved changes related to TRIM roles, record type deletions, and Work Group File Plan transfers across business units to maintain data integrity and compliance.
- Produced and presented compliance reports covering TRIM usage, UDMT compliance, IPA reporting, MC user compliance, and SharePoint usage—driving continuous improvement and informed decision-making.
IMC Lead
Shell
07.2017 - 06.2019
- Directed PMO-led initiatives, including structural updates to SharePoint Sites in preparation for the GRM O365 rollout, ensuring efficient execution aligned with business needs.
- Designed and implemented customized File Plans for SharePoint Site Collections, Exchange Collections, and Finance Operations (FO) records outside SharePoint, enhancing information organization and accessibility.
- Defined technical requirements for a resilient SharePoint environment, including topology ownership, high availability, performance reliability, and portal security.
- Oversaw change control processes for the retention and disposal of physical records managed externally by Shell Business Operations, ensuring compliance with regulatory and internal policies.
- Acted as the primary liaison for Information Management Content Focal Points (IMCFPs), ensuring adherence to IM standards and manuals within FO.
- Reviewed and approved changes related to TRIM roles, record type deletions, and Work Group File Plan transfers across business units to maintain data integrity and compliance.
- Produced and presented compliance reports covering TRIM usage, UDMT compliance, IPA reporting, MC user compliance, and SharePoint usage—driving continuous improvement and informed decision-making.
Automation Specialist
Shell
05.2009 - 10.2014
- Continuously identified opportunities to enhance processes through automation, achieving cost reduction, shorter cycle times, and improved quality.
- Managed database design, data handling, security, and troubleshooting to ensure efficient and secure data operations.
- Collaborated with EUC Focal Points to assess the criticality of EUC applications, particularly in relation to SOX compliance, and implemented effective control measures.
- Partnered with the Governance Risk Assurance team to address compliance issues and ensure adherence to SOX controls for high-risk EUCs.
- Designed and delivered comprehensive training programs across SBO centers to enhance user proficiency in EUC applications and reinforce compliance standards.
Automation Specialist
Shell
05.2009 - 10.2014
- Continuously identified opportunities to enhance processes through automation, achieving cost reduction, shorter cycle times, and improved quality.
- Managed database design, data handling, security, and troubleshooting to ensure efficient and secure data operations.
- Collaborated with EUC Focal Points to assess the criticality of EUC applications, particularly in relation to SOX compliance, and implemented effective control measures.
- Partnered with the Governance Risk Assurance team to address compliance issues and ensure adherence to SOX controls for high-risk EUCs.
- Designed and delivered comprehensive training programs across SBO centers to enhance user proficiency in EUC applications and reinforce compliance standards.
Senior Analyst
Accenture
06.2007 - 05.2009
- Handled specific data requests related to volume, revenue, and monthly call minutes, ensuring accuracy and timely delivery to stakeholders.
- Managed large datasets from billing systems, summarizing and importing them into MS Access databases for further analysis and reporting.
- Successfully led the transition of Reporting, Planning, and Analysis processes from the UK to India, ensuring seamless knowledge transfer and operational continuity.
- Coordinated Management Information System (MIS) reporting with onshore contacts, including Finance Managers, to deliver accurate and timely reports aligned with stakeholder expectations.
Senior Analyst
Accenture
06.2007 - 05.2009
- Handled specific data requests related to volume, revenue, and monthly call minutes, ensuring accuracy and timely delivery to stakeholders.
- Managed large datasets from billing systems, summarizing and importing them into MS Access databases for further analysis and reporting.
- Successfully led the transition of Reporting, Planning, and Analysis processes from the UK to India, ensuring seamless knowledge transfer and operational continuity.
- Coordinated Management Information System (MIS) reporting with onshore contacts, including Finance Managers, to deliver accurate and timely reports aligned with stakeholder expectations.
Process Associate
Hewlett Packard
05.2005 - 06.2007
- Oversaw extraction of product-level hierarchy data from financial and planning systems such as Oracle Hyperion, Business Objects, and Essbase.
- Maintained SQL databases to retrieve detailed product information tailored to customer needs.
- Consistently adhered to organizational quality standards, maintaining a Sigma score of 4.5, reflecting high reliability and minimal process variance.
- Developed macro checks in the Fireman application to streamline CSO (Customer Service Order) processing.
- Ensured 100% accuracy in processing contracts and Work Orders within defined turnaround times.
- Utilized SAP as a backend tool for quotation amendments and efficient data management.
Process Associate
Hewlett Packard
05.2005 - 06.2007
- Oversaw extraction of product-level hierarchy data from financial and planning systems such as Oracle Hyperion, Business Objects, and Essbase.
- Maintained SQL databases to retrieve detailed product information tailored to customer needs.
- Consistently adhered to organizational quality standards, maintaining a Sigma score of 4.5, reflecting high reliability and minimal process variance.
- Developed macro checks in the Fireman application to streamline CSO (Customer Service Order) processing.
- Ensured 100% accuracy in processing contracts and Work Orders within defined turnaround times.
- Utilized SAP as a backend tool for quotation amendments and efficient data management.
Education
Master of Computer Application - Distance Education
University of Madras
01.2009
Bachelor of Computer Application - undefined
R.K.M. Vivekananda College
01.2005
Skills
- Service Management Excellence
- Project Management
- Information Management
- Business Analysis
- Continuous Improvement
- Analytical decision making
- MIS Reporting
- Change Management
- Incident Management
- Visual Basic (VB)
- VBA
- VB Script
- HTML
- MS Word
- MS Excel
- MS PowerPoint
- MS Outlook
- MS Visio
- SQL
- MS Access
- Blue Prism
- UI Path
- Power Apps
- Power Automate
- Share Point
- SharePoint Designer
- InfoPath
- MS Flow
- Power BI
- Service Now
- Business Object
- Oracle Hyperion
- Multitasking and organization
Languages
English
Kannada
Hindi
Tamil
<Enter your own>
- Mangalore
- Bangalore
- Nationality: Indian
Timeline
Service Manager
Shell
12.2021 - Current
Service Manager
Shell
12.2021 - Current
VCB Lead
Shell
07.2019 - Current
VCB Lead
Shell
07.2019 - Current
IMC Lead
Shell
07.2017 - 06.2019
IMC Lead
Shell
07.2017 - 06.2019
Automation Specialist
Shell
05.2009 - 10.2014
Automation Specialist
Shell
05.2009 - 10.2014
Senior Analyst
Accenture
06.2007 - 05.2009
Senior Analyst
Accenture
06.2007 - 05.2009
Process Associate
Hewlett Packard
05.2005 - 06.2007
Process Associate
Hewlett Packard
05.2005 - 06.2007
Bachelor of Computer Application - undefined
R.K.M. Vivekananda College
Master of Computer Application - Distance Education
University of Madras
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