UDAY SHANKER MALLAMPALLY

· Directed rollout of scalable automation initiatives, requiring extensive change management and stakeholder engagement

· Managed multiple concurrent service improvement projects, balancing strategic planning with creative execution

· Collaborated with cross-functional teams to identify product gaps and define long-term solution strategies

· Structured service performance data to support executive decision-making and align operational priorities

· Designed and executed structured talent development programs, including hiring, mentoring, and leadership coaching.

· Led global service operations across APAC, EMEA, and Americas, ensuring compliance and operational excellence

· Developed content and best practices to support onboarding, escalation handling, and compliance workflows

· Acted as a liaison between IT, compliance, and business units to drive alignment and efficiency

· Organized complex service documentation to support audits and leadership reviews

· Rolled out a centralized knowledge management system, streamlining documentation and boosting productivity.

· Defined and tracked key performance indicators, driving improvements in customer satisfaction

· Led system upgrades and migrations, ensuring compliance with regulatory and operational standards

· Partnered with infrastructure and security teams to implement protocols security protocols

· Managed CMDB/AMDB initiatives, validating and updating application catalogs and configuration items

· Performed root cause analysis to provide resolutions for production issues.

· Implemented robust user access controls to ensure secure application usage

· Oversaw server and application consolidation, upgrades, and decommissioning efforts

· Delivered prompt resolution to customer queries, addressing both technical and non-technical issues

· Managed high call volumes with exceptional time management and multitasking skills