SHAALINI SELVARAJ

Responsibilities

• Established an end-to-end incident management framework aligned with ITIL, reducing mean time to resolution (MTTR)
• Defined escalation paths, coordinated major incident response calls, and conducted root cause analysis for high-severity issues
• Introduced proactive monitoring using AppDynamics and Splunk, significantly lowering repeat incident occurrences
• Owned the global change management process, including risk evaluation, stakeholder approvals, and change scheduling
• Developed and implemented standardized change request templates, reducing approval delays
• Led Post Implementation Reviews (PIRs) and created Service Improvement Plans (SIPs) to address recurring issues and enhance change quality
• Directed release planning, coordination, and execution across multiple environments (development, QA, staging, production)
• Implemented release governance and automation to improve consistency, traceability, and rollback readiness
• Collaborated with DevOps, QA, and engineering teams to ensure smooth and timely deployments with minimal disruption
• Conducted CAP and PEN testing audits in collaboration with security and audit teams
• Closed compliance gaps by aligning processes with internal controls and regulatory requirements
• Enhanced audit readiness by maintaining detailed documentation in Confluence and ServiceNow
• Authored and maintained knowledge base articles and runbooks to improve L1/L2 support coverage and efficiency
• Mentored junior engineers, fostering cross-skill development and knowledge sharing
• Drove Agile ceremonies (sprint planning, backlog refinement, retrospectives) to continuously improve ITSM workflows

Key Achievements

• Reduced high-severity incident resolution time by improved monitoring, root cause analysis, and escalation procedures
• Increased change success rate by enhancing risk assessment and stakeholder engagement
• Delivered multiple large-scale releases on time with zero critical post-deployment incidents
• Improved compliance posture by successfully closing 100% of CAP/PEN testing gaps within agreed timelines
• Built a resilient, audit-ready ITSM framework that balanced speed of delivery with risk and control requirements

Responsibilities

• Directed end-to-end delivery of Pega applications (FinSetts and Financial Crime) operating in high-availability, mission-critical environments ensuring alignment with regulatory and business requirements.
• Managed 24/7 support for Pega systems, overseeing incident resolution, release cycles, and change management.
• Led sprint planning, backlog grooming, and incremental feature delivery for cross-functional teams.
• Partnered with business users and SMEs to gather and validate functional and technical requirements.
• Championed enhancements to application performance, stability, and operational efficiency.
• Enforced ITIL-aligned practices for system modifications and operational governance.
• Implemented and managed CI/CD pipelines using Octopus Deploy to automate deployments while maintaining business continuity

Execution

• Established structured Agile ceremonies to improve delivery predictability and team collaboration.
• Implemented proactive monitoring and incident resolution workflows to reduce downtime.
• Introduced automated deployment pipelines, cutting manual effort and deployment errors.
• Enhanced release/change governance to align with ITIL standards and regulatory requirements.
• Delivered transparent reporting dashboards for management, highlighting risks and status updates.

Achievements

• Delivered multiple high-impact Pega application releases on schedule and within compliance frameworks.
• Reduced deployment time through CI/CD automation.
• Achieved near-zero unplanned downtime for production systems by improving incident resolution workflows.
• Increased business stakeholder satisfaction by ensuring clear communication and faster turnaround of requirements.
• Strengthened audit readiness and regulatory compliance across Financial Crime platforms.

• Performed in-depth business and technical analysis to translate client requirements into clear, actionable documentation and user stories
• Communicated complex data findings and technical concepts to non-technical stakeholders, facilitating informed decision-making
• Led and organized senior management calls to deliver project updates, ensuring continuous stakeholder engagement and transparency
• Adapted to shifting business priorities, demonstrating strong problem-solving skills and analytical thinking
• Partnered with development teams to write and validate unit test cases, support system testing, and facilitate User Acceptance Testing (UAT) to ensure quality and regulatory compliance
• Investigated and resolved business-critical issues by identifying root causes and recommending practical, data-driven solutions
• Mentored junior analysts and contributed to team development through knowledge sharing and collaboration
• Successfully engaged with cross-functional teams, ensuring alignment across business, technology, and operational units to meet strategic objectives

• Supported AIG APAC’s consumer insurance products, including Travel, Health, Personal Accident, and Property & Casualty insurance
• Conducted policy reviews and client presentations while driving team-building initiatives to enhance operational performance
• Executed requirements gathering and change management processes to ensure alignment with project objectives
• Performed impact and gap analyses to identify opportunities for process improvement and risk mitigation
• Managed the ASG group mailbox, ensuring timely and accurate responses to raised issues
• Collaborated with customers through the AIG APAC Regional Support Center to address service needs and enhance client satisfaction