Shankar Narayana CK
@shankarnarayanack
Technology Lead at Broadridge Financial Solutions, improving service management reporting through validated KPIs and automated executive reports.
IndiaWhat I'm looking for
At Broadridge Financial Solutions, I drive delivery excellence across a global financial services service management portfolio. I define and monitor KPIs, and turn operational data into executive insights on risk, efficiency, and service quality.
I own the comprehensiveness, adequacy, and integrity of reported metrics, and instituted validation checkpoints that reduced reporting discrepancies and reconciliation effort. I also use ServiceNow Workflows and BMC Helix/Remedy reporting to automate recurring executive reports.
Previously at Tech Mahindra Ltd., I led IT Service Management for a healthcare customer and chaired change advisory board meetings. I also conceptualised and implemented event monitoring automation, delivered a cloud application migration with zero unplanned downtime, and introduced flexi-staffing across IT Infrastructure domains.
Experience
Work history, roles, and key accomplishments
Technology Lead — Service Management
Jul 2022 - Present (4 years 2 months)
Leading delivery excellence across a global financial services service management portfolio, defining and monitoring KPIs, producing executive insights, and ensuring data integrity and controls compliance.
Led IT Service Management processes for a healthcare customer, overseeing operations, incident resolution, change management, and client reporting. Achieved service excellence through automation and cloud migration.
Managed critical and major incidents, supported KPI monitoring, and drove problem management and process improvements. Recognized as Best IT Service Manager.
Provided desktop support for a global telecom client, managing critical incidents and gaining expertise in SCCM patching, domain migration, and advanced troubleshooting.
Technical Support Specialist
Satyam BPO Ltd.
Feb 2007 - Apr 2009 (2 years 2 months)
Provided technical support for ISP-side network issues, building foundations in wired/wireless networking and escalation resolution. Recognized as Best Customer Service Representative twice.
Education
Degrees, certifications, and relevant coursework
AV College of Arts, Science & Commerce
Bachelor of Commerce, Commerce & Information Systems
Bachelor of Commerce with a focus on Commerce and Information Systems, completed in 2004.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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