Mayank Shukla

Results-driven IT Operations and IT Service Management (ITSM) professional with 14+ years of experience across banking and enterprise environments. Specialist in ITIL v3, Major Incident Management, Problem Management, Change & Release Management, and L2/L3 Production Support. Proven track record of maintaining 99.95%+ system availability, reducing MTTR by 40%, improving SLA compliance to 99.8%, and leading global 24x7 support teams.

Proficient in ServiceNow, JIRA, SQL, Unix/Linux, and batch operations. Fluent in English and Hindi, based in Pune, India; immediately available and open to relocation anywhere in India for senior ITSM, IT Operations, or Production Support leadership roles in BFSI and enterprise IT.

IT Service Lead - Citi Bank

(2022-12 - 2025-12)

• Led IT Operations, Service Management & L2/L3 Production Support for global banking applications serving 5,000+ users
• Managed end-to-end Incident, Problem, Change, and Release Management processes aligned to ITIL standards
• Maintained 99.95%+ system availability and reduced P1 incidents by 30% through proactive monitoring and alerting
• Delivered SLA/KPI dashboards and operational reports to senior leadership and business stakeholders
• Managed global 24x7 cross-functional support teams across multiple time zones and geographies
• Drove Continuous Service Improvement (CSI) initiatives enhancing operational stability, resilience, and compliance
• Coordinated Business Continuity Planning (BCP) and Disaster Recovery (DR) exercises for critical systems

Production Support Lead - Citi Bank

(2017-12 - 2022-12)

• Provided L2/L3 production support for critical banking applications and 1,000+ batch jobs with 99.9% SLA adherence
• Reduced recurring incidents by 45% through structured problem management, root cause analysis and CAPA
• Supported 100+ production releases with zero critical failures; coordinated deployments and stakeholder communication
• Managed service transition activities including knowledge transfer, runbooks, and training documentation

Team Lead – IT Operations - Accenture

(2015-07 - 2017-12)

• Managed 24x7 application support operations and improved MTTR by 30% through process optimisation
• Led support teams and ensured 99%+ SLA compliance for multiple enterprise clients
• Acted as key liaison between business stakeholders and IT support teams for incident escalation and resolution

Senior Analyst – Production Support - Trafigura

(2012-11 - 2015-06)

• Provided L2/L3 support for business-critical applications; improved system performance by 25%
• Conducted in-depth RCA and collaborated with stakeholders to drive operational efficiency improvements

Associate Engineer - Wipro

(2011-08 - 2012-11)

• Delivered L2 support, incident resolution, monitoring, deployment support and technical documentation

Certificate - Business Analytics Program - Harvard University

Master of Computer Applications - Computer Applications

Bachelor of Computer Applications - Computer Applications