---
title: "Mark R. - Technical Team Lead in Hyderabad | Tal"
description: "Meet Mark R., Strategic Technical Operations Leader | Banking & Financial Services | Service Excellence | Process Innovation | Resilient Infrastructure | Agile Transformation | IT Operations | Certified Scrum Master (CSM) based in Hyderabad. AI stack includes claude, openai, and perplexity."
image: "https://tal.club/meet/mark-rozalla/share-image"
---

# Mark R\. on Tal

## Headline

Strategic Technical Operations Leader \| Banking & Financial Services \| Service Excellence \| Process Innovation \| Resilient Infrastructure \| Agile Transformation \| IT Operations \| Certified Scrum Master \(CSM\)

## About

Results\-oriented Technical Operations Executive with deep expertise in transforming banking and financial services technology functions into high\-performance, risk\-compliant, and scalable operations\. Adept at architecting resilient ecosystems that accelerate business agility, ensure regulatory adherence, and elevate customer experience\. Proven success in leading global teams, streamlining complex processes, and leveraging data analytics to drive operational excellence\. Passionate about building future\-ready technology infrastructures that enable sustainable growth, operational resilience, and competitive differentiation\. Main Experiences: 1\. Technology Operations Lead \| JPMorgan Chase \| Bengaluru Orchestrate comprehensive end\-to\-end management of banking technology service delivery, ensuring compliance with stringent regulatory standards and internal risk frameworks\. Drive strategic initiatives to mature operational capabilities, automate workflows, and enhance incident, problem, and change management processes, reducing downtime and improving stability\. Partner with senior executive stakeholders to develop resilient, scalable operational models supporting core banking, digital platforms, and financial transaction services\. Build high\-performance, Agile\-enabled teams through targeted mentorship and continuous improvement initiatives, resulting in significant gains in service KPIs and stakeholder satisfaction\. 2\. Service Delivery Optimization Strategist \| Leading Global Banking Institutions Managed and enhanced global service desk and technical operations teams, consistently meeting or exceeding SLA commitments while boosting CSAT and NPS scores\. Implemented industry best practices \(ITIL, Lean\) to optimize incident resolution, problem management, and infrastructure support—reducing operational costs and risk exposure\. Led automation and process reengineering projects, achieving measurable improvements in efficiency, compliance, and operational resilience\. 3\. Agile & Strategic Operations Advisor \| Financial Sector Consulting Facilitated enterprise\-wide Agile transformations within banking technology teams, fostering collaboration, transparency, and rapid delivery of critical financial services\. Crafted strategic roadmaps aligning IT service management with evolving regulatory landscapes, business growth objectives, and customer expectations\. Leveraged advanced analytics and KPIs to enable proactive decision\-making, continuous process improvement, and risk mitigation across technology operations\.

## Location

Hyderabad

## AI stack

claude

openai

perplexity

ChatGPT

## Work experience

Technical Team Lead at JPMorganChase, Jul 2023 \- Present · 3 yrs 3 mos, • Lead a team of support professionals, overseeing escalation management, training, and performance management to ensure operational excellence and adherence to technology risk and control standards\. • Supervise technical support activities, ensuring secure installation, diagnosis, and maintenance of IT infrastructure in line with risk management and compliance frameworks\. • Manage complex technical support cases, ensuring prompt resolution, risk mitigation, and clear communication to stakeholders\. • Deliver exceptional customer support during high\-impact incidents, ensuring business continuity and effective risk communication with end users\.

Associate Technical Support Engineer at JPMorganChase, Nov 2014 \- Present · 11 yrs 11 mos, • Drive process improvement initiatives, enhancing support efficiency, reducing incident response times, and strengthening compliance with IT controls and regulatory requirements\. • Develop and maintain troubleshooting documentation to support knowledge transfer, audit readiness, and consistent service delivery aligned with control frameworks\. • Ensure accurate and timely documentation of support issues, work logs, and resolutions to support regulatory compliance, audit requirements, and process optimization\. • Conduct advanced troubleshooting for desktop and mobile platforms, collaborating with cross\-functional teams to resolve escalated incidents and minimize operational risk\. • Contribute to the development of knowledge base articles and process improvement initiatives to enhance compliance and control effectiveness\. • Resolve over 18 incidents per day using multi channel support, ensuring top performance while maintaining high CSAT and QA scores\.

Technical Specialist \- Mobile Device Management at Goldman Sachs, Nov 2012 \- Nov 2014 · 2 yrs 1 mo, Bengaluru, • Designed and implemented technical support systems, improving efficiency, user experience, and adherence to IT risk and control standards\. • Resolved diverse technical issues, ensuring compliance with security and risk management protocols\. • Oversaw installation and configuration of enterprise applications and networks, ensuring secure integration and compliance with internal controls\. • Diagnosed and troubleshot complex technical problems, managing escalation and resolution in line with SLAs and risk mitigation practices\. • Analyzed software and hardware usability, recommending enhancements to minimize downtime, optimize performance, and reduce operational risk\. • Maintained service levels and response times, supporting business continuity, compliance, and customer satisfaction\.

Technical Support Administrator at Primaccess Technologies Pvt\. Ltd, Aug 2011 \- Aug 2012 · 1 yr 1 mo, Panaji, Goa, India, • Led overall operations, driving continuous improvement and risk mitigation through proactive problem\-solving and process optimization\. • Managed a team of 7, overseeing hiring, training, development, and performance reviews to ensure compliance with operational and risk management standards\. • Oversaw technical support activities, ensuring secure installation, diagnosis, repair, and maintenance of IT assets in line with control requirements\. • Developed troubleshooting documentation and records to support knowledge transfer, audit readiness, and compliance\. • Ensured accurate documentation of support issues, work logs, and resolutions to support compliance and audit requirements\.

System Administrator Technical Support at Microlink Infrastructure Management Pvt\. Ltd, Mar 2010 \- Jul 2011 · 1 yr 5 mos, Panaji, Goa, India, • Managed 20\+ daily support requests, ensuring timely resolution and adherence to risk and compliance protocols\. • Responded promptly to incidents, maintaining clear communication and setting expectations to support business continuity and risk mitigation\. • Provided technical assistance on IT environment, architecture, and applications, ensuring compliance with security and control standards\. • Conducted routine system audits and backup verifications to ensure compliance with internal controls and regulatory requirements\. • Maintained internal infrastructure, including servers, network devices, and security updates, in line with risk management and compliance standards\.

Debt Recovery Specialist at Ocwen Financial Solutions Pvt\. Ltd\. \- APAC, Apr 2009 \- Dec 2009 · 9 mos, South Goa, Goa, India, • Supported debt recovery operations, demonstrating strong analytical and communication skills\.

## Education

Bachelors in Business Administration, General, no specialization, Goa University

Bachelor of Business Administration \- BBA, MES college

[View the original profile](https://tal.club/meet/mark-rozalla)

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