Shivani Nehru
Melbourne,Australia
Summary
Experienced IT Service Management and Operations professional transitioning into Access Governance, Audit, and Assurance roles. Proven track record in managing high-risk incidents, maintaining audit-ready records, and supporting regulatory and compliance requirements across large-scale enterprise environments. Skilled in access decisioning, evidence management, stakeholder engagement, and risk-based control frameworks, with a strong ability to ensure data integrity, auditability, and adherence to governance standards. Recognized for driving process improvements, enhancing reporting accuracy, and supporting audit readiness in complex operational settings.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Level 3 Customer Operations
ABB / Symbio
Melbourne, VIC
03.2026 - Current
- Govern access and escalation workflows for critical service incidents, ensuring compliance with operational and partner controls.
- Maintain audit-ready records of escalations involving external stakeholders, ensuring full traceability and accountability.
- Coordinate major incident communications, delivering accurate and timely reporting aligned with assurance expectations.
- Apply risk-based decision-making for escalations outside standard processes.
- Drive process improvements to enhance governance, control effectiveness, and auditability.
Technical Specialist
NBN Australia
12.2023 - 07.2025
- Managed high-risk and sensitive customer incidents within SLA, ensuring compliance with service assurance frameworks.
- Assessed Medical Priority and vulnerable customer cases, applying strong governance and accountability controls.
- Maintained detailed case documentation to support audit trails and regulatory enquiries (TIO, Government bodies).
- Contributed to compliance reporting and audit readiness through structured evidence management.
- Collaborated with stakeholders to ensure consistent application of operational and regulatory controls.
Network Engineer (Satellite & Fixed Wireless Governance)
NBN Australia
11.2022 - 11.2023
- Governed service activation processes, ensuring compliance with provisioning and access control frameworks.
- Produced daily reconciliation and fallout reports to identify discrepancies and support remediation tracking.
- Ensured data integrity across systems of record, resolving mismatches and duplicate records.
- Engaged stakeholders to address control gaps and improve governance processes.
- Supported large-scale rollout initiatives while maintaining compliance and reporting standards.
Incident & Problem Manager (SAOC)
NBN Australia
06.2017 - 11.2022
- Led incident and problem management processes with strong focus on governance, compliance, and auditability.
- Maintained comprehensive audit trails for incidents, ensuring accurate documentation and traceability.
- Conducted root cause analysis and risk assessments to identify systemic issues and control weaknesses.
- Delivered reporting and facilitated stakeholder governance forums to ensure transparency and accountability.
- Developed and maintained process documentation to ensure consistency and compliance across teams.
- Delivered training programs aligned with governance frameworks and operational controls.
Customer Service Officer
Language Loop Australia
01.2017 - 06.2017
- Managed service requests and scheduling with a focus on accuracy, compliance, and record integrity.
- Maintained structured records of interpreter allocations, ensuring traceability and accountability.
- Supported government clients handling sensitive information with confidentiality and compliance adherence.
Technical Support Consultant (Apple)
Teleperformance Australia
07.2016 - 12.2016
- Delivered technical support while maintaining accurate and auditable case documentation.
- Managed service requests and escalations in accordance with defined procedures and controls.
- Supported onboarding and training, ensuring adherence to processes and documentation standards.
Complaints & Workforce Allocation Consultant
Telstra Australia
11.2013 - 06.2016
- Managed complaint intake and case allocation with strong governance and documentation practices.
- Maintained accurate system records across platforms (Siebel, legacy systems) to support audit readiness.
- Produced reporting to identify process gaps and support compliance improvements.
- Coordinated stakeholder engagement to ensure timely and controlled resolution of issues.
- Recognized as Employee of the Month and consistently achieved high performance in quality and customer outcomes.
Education
Bachelor of Engineering - Electronics & Communication
Punjab Technological University
India03-2003
Skills
- Access Governance & Control-Based Decision Making
- Audit & Assurance Support
- Compliance & Regulatory Alignment
- Risk Assessment & Mitigation
- Evidence & Audit Trail Management
- Stakeholder Engagement (Business, Legal, Risk)
- Incident & Problem Management (ITIL)
- Data Integrity & System Reconciliation
- Reporting & Documentation (Audit-Ready)
- Continuous Improvement & Process Optimization
Accomplishments
- Supported regulatory and legal enquiries, ensuring complete and defensible audit trails.
- Improved incident documentation and reporting accuracy, strengthening audit readiness.
- Contributed to process optimisation initiatives, enhancing governance and operational efficiency.
- Successfully managed high-risk and sensitive customer cases, ensuring compliance with service and regulatory obligations.
- Played a key role in large-scale service rollouts, maintaining control and reporting standards.
Certification
1. Professional Scrum Master
2. ITIL
Timeline
Level 3 Customer Operations
ABB / Symbio
03.2026 - Current
Technical Specialist
NBN Australia
12.2023 - 07.2025
Network Engineer (Satellite & Fixed Wireless Governance)
NBN Australia
11.2022 - 11.2023
Incident & Problem Manager (SAOC)
NBN Australia
06.2017 - 11.2022
Customer Service Officer
Language Loop Australia
01.2017 - 06.2017
Technical Support Consultant (Apple)
Teleperformance Australia
07.2016 - 12.2016
Complaints & Workforce Allocation Consultant
Telstra Australia
11.2013 - 06.2016
Bachelor of Engineering - Electronics & Communication
Punjab Technological University
ADDITIONAL INFORMATION
- Strong experience working in regulated, high-assurance environments
- Familiar with enterprise systems, service management tools, and reporting platforms
- Available upon request for references