Sandipsingh Thakur

Dynamic Operations & IT Technical Support Professional with 8+ years of experience bridging Financial Compliance (KYC/AML, Fraud Detection, Risk Analysis) and IT Service Desk Administration. Proven track record in managing application support, User Access Management (UAM), ticket management, and enterprise software administration across SaaS and NBFC platforms. Certified in SAP MM S/4 HANA with practical knowledge of Procure-to-Pay (P2P) cycles, material master creation, and inventory workflows.

Adept at maintaining strict SLA compliance, leading cross-functional teams, and driving operational audit readiness.

Technical Support Lead - Selftech Solutions Pvt. Ltd.

(2023-12 - 2026-01)

• Managed Tier 1 & Tier 2 technical support and application troubleshooting via phone, email, and chat, consistently maintaining 98%+ SLA compliance.
• Utilized Zoho Desk and Jira to track, prioritize, and resolve support tickets; collaborated closely with development teams to resolve bug escalations.
• Oversaw client onboarding, application setup, and user access configuration for SaaS-based enterprise products.
• Conducted product demonstrations, technical training sessions, and virtual support meetings for new and existing users.
• Monitored system usage, handled transaction-related queries, and addressed application-level issues to improve user retention.

Senior Operations Executive - CreditAccess Grameen Ltd.

(2018-06 - 2023-12)

• Provided core application and technical support for Temenos T24, DigiAgil, Omni, and proprietary enterprise tools across field and branch locations.
• Managed end-to-end User Access Management (UAM), executing password resets, user creation, role modifications, and deactivations while maintaining audit compliance.
• Executed Maker-Checker validation and Quality Control (QC) on customer documentation, evaluating credit risk, CIBIL reports, and eligibility parameters.
• Performed KYC verification and AML compliance checks; identified document tampering and fraudulent activities, escalating high-risk cases to internal risk and audit teams.
• Maintained audit-ready customer and transaction records adhering to internal compliance standards and RBI regulatory guidelines.
• Recognized with consistent top-tier performance appraisals and promoted to Senior Operations Executive during the 2021–22 evaluation cycle.

Sales Executive - Bajaj Finserv Pvt. Ltd.

(2018-01 - 2018-06)

• Performed upfront KYC verification, document validation, and CIBIL credit checks for consumer financing applicants.
• Evaluated customer repayment capacity and risk parameters to ensure compliance with internal credit policies and RBI regulations.
• Coordinated with credit and risk teams to resolve documentation discrepancies and expedite application processing.

Bachelor of Computer Application - BCA - Sikkim Manipal University (2013)