SHANTINI JEYARATNAM
Senior Application (E-GRC) Support Manager
Summary
Dedicated and results-driven Senior Manager with over 12 years of expertise in enterprise application support, governance, risk and compliance systems, audit coordination, and cross-functional team leadership. Proven track record in delivering high-quality incident management, SLA governance, and client-facing stakeholder engagement across regulated industries. Currently leading support for IBM OpenPages (e-GRC), with regional responsibility across the globe. Open to relocation and passionate about scalable, efficient service models.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Support Manager E-GRC Application
Prudential Services Asia
08.2022 - Current
- Process Optimization: Built a support team from scratch. Designed SOPs, control workflows, user guidelines, and service governance dashboards.
- Operational Risk & Controls: Strengthened and supported RCSA workflows, incident management processes, and risk issue tracking within OpenPages.
- Integrated Risk Management Support: Led end-to-end support for IBM OpenPages, aligned with GRC functions such as audit, compliance, and risk reporting.
- Incident, Problem & Root Cause Analysis: Regularly performed RCA and implemented preventive fixes across OpenPages environments.
- SDLC & Agile Concepts: Worked closely with developers and business teams under agile methodology to address functional enhancements and releases.
- Application Troubleshooting & Configuration: Managed technical escalations, configuration tuning, and workflow updates in OpenPages and related environments.
- System Integration Understanding: Supported user access integration and audit trails via tools like LDAP and Active Directory.
- LBU Recharge & Workflow Reporting: Handled monthly cost center recharges, audit reports, and service usage breakdown for multiple business units.
- Implement modifications to UI components, workflows, and business rules to meet evolving regulatory requirements and client needs.
- Risk Remediation: Led RCA for recurring issues and implemented systematic fixes, reducing repeat incidents by 60%.
- SLA Excellence: Maintained 100% SLA even under high-volume environments (up to 590 monthly tickets).
- Support system integrations via LDAP, SSO, and internal platforms for seamless user experience.
- Spearhead training programs for business users, delivering onboarding and system usage workshops.
- Mentor junior support analysts and guide cross-functional teams through solution implementation and post-deployment reviews.
- Manage vendor relationships for support escalations, patch coordination, and service delivery SLAs to ensure smooth operations and compliance.
- Create and maintain internal page and user bulletin for user engagements and changes visibility to CROs.
Customer Support Manager [AML and Fraud]
GBG PLC
11.2019 - 07.2022
- Manage the global customer support department's day-to-day functions for the Fraud and AML products. Manage day-to-day ticketing and processes within the team. Manage Support Engineers who provide support for clients via E-Mail, phone, Chatbot [zendesk] and CRM [JIRA]. Single point of contact for P1 issues and escalations [internal/customer].
Technical Support Consultant
Becton Dickinson
07.2016 - 11.2019
- Support customers globally via phone, emails and CRM system [SAP, Salesforce]. Create Knowledge bases and mentored juniors in order to support the product. Maintain DB [SQL] and provided fixes via remote tools.
Assistant Manager Service Engineering [Security]
VADS Berhad
07.2014 - 06.2016
- Manage the setup to place the firewall in clients' networks and provide consultations on the configuration of the firewall. Firewalls include Juniper, Cisco and Fortigate. Worked closely with project managers in project phases [Professional Services] and deliver the project on time.
Threat Insight Analyst
F-Secure
01.2009 - 07.2014
- A Parental Control expert. Research patterns and keywords, also the behaviours within a webpage to create automation and scripts. A senior and a mentor to junior analyst. Work closely with customer suppoer to provide resolutions via SAP.
Education
Bachelor of Science - Software Engineering
University Malaysia Terengganu
Kuala Terengganu, Terengganu, Malaysia01.2009
Skills
Process Optimization & SOPs
Certification
ITIL V4 certified
References
Reference available upon request
Accomplishments
- Successfully assisted the migration of new modules into OpenPages, minimizing disruptions and improving performance.
- Improved Resolution SLA scores by 80% through enhanced support processes and training.
Timeline
Senior Support Manager E-GRC Application
Prudential Services Asia
08.2022 - Current
Customer Support Manager [AML and Fraud]
GBG PLC
11.2019 - 07.2022
Technical Support Consultant
Becton Dickinson
07.2016 - 11.2019
Assistant Manager Service Engineering [Security]
VADS Berhad
07.2014 - 06.2016
Threat Insight Analyst
F-Secure
01.2009 - 07.2014
Bachelor of Science - Software Engineering
University Malaysia Terengganu