DEVIPRIYA THIRUMURUGAN
Melbourne
Summary
Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals.
Overview
21
21
years of professional experience
4006
4006
years of post-secondary education
Work History
Service Management Team Lead
IG Australia Pty Ltd
2020.01 - Current
- Manage service delivery functions for the APAC region, keeping stakeholders informed about service interruptions and collaborating with the compliance team on regulatory issues.
- Overall ownership of Service Management disciplines across IG Markets, ensuring the day-to-day operational running and availability of services across IG APAC.
- Manage critical and major incidents to restore service by engaging support teams over bridge calls, reducing downtime and impact on IG applications and systems.
- Track Problem governance metrics and continuously seek to improve Incident and Problem management KPIs (daily, weekly, monthly basis) such as problems open, closed, problems with no PIR done, problems with no tasks, and problems ready for closure.
- Developed and implemented Business Continuity Plans (BCP) for IG Trading, including conducting regular Tabletop Exercises to evaluate and enhance preparedness for potential disruptions.
- Responsible for working with lines of business to develop valid actions that reduce downtime/impact on IG applications and systems, ensuring robust and resilient service delivery.
- Led the Disaster Recovery (DR) planning and management for critical services, including creating and testing disaster recovery procedures to ensure rapid restoration of services during major incidents or disasters.
- Achieved a 50% reduction in failed change activities by reviewing and redesigning the matrix to assess impact and set appropriate service levels.
- Established and applied structured methodologies to lead change management activities, ensuring all risks associated with Change Management are managed effectively.
- Tracked trends on changes causing incidents and service disruptions and provided recommendations for improvement, leading to more stable and reliable services.
- Supported senior management by providing periodic reports and presentations on service performance, incident trends, and BCP/DR readiness.
- Fostered a culture of continual process improvement and best practice within the region, collaborating with regional peers in forums to ensure processes and tools are effective and up-to-date.
- Liaised with Release Management in the weekly change review forum, ensuring only authorized changes are implemented, reducing risks associated with unapproved changes.
- Supported 24/7 infrastructure and application availability of IG share trading systems to enable stockbrokers, dealers, and clients to trade efficiently with IG.
- Act as the escalation point for complex technical issues, utilizing technical expertise to provide swift and effective resolutions.
NextGen Infrastructure Consultant
National Australia Bank
Melbourne
2015.01 - 2019.12
- Developed a deep understanding of NAB's application and system integration landscape to efficiently address defects raised in non-production environments, such as System Integration Testing (SIT) and Pre-Production Testing Environments (PPTE).
- Identified recurring incidents that caused service degradation, created problem records/tasks, and collaborated with asset teams to implement permanent fixes, improving overall service stability.
- Managed planned and unplanned outage communications to key stakeholders, ensuring clear, timely, and accurate information flow during critical incidents.
- Created and maintained metrics that displayed defect and incident trends, totals, and daily opened and closed incidents using qTest and ServiceNow, providing actionable insights
- Developed infrastructure strategies to enhance system performance and reliability.
- Facilitated workshops to gather stakeholder inputs on infrastructure projects.
- Managed vendor relationships to align services with organizational goals.
- Monitored performance of deployed systems and identified potential issues before they become problems.
- Resolved complex technical issues related to customer's IT infrastructure components such as servers, storage devices, network equipment.
- Participated in project meetings with internal teams or customers to discuss progress or resolve issues.
NextGen - Siebel Developer
National Australia Bank
Melbourne
2010.01 - 2015.01
- Developed Siebel applications to support customer relationship management initiatives.
- Collaborated with cross-functional teams to gather and analyze business requirements.
- Implemented data migration strategies for seamless transition to new systems.
- Provided support to end-users regarding usage of system functionalities and troubleshooting errors encountered while using the system.
- Monitored daily health check reports of server logs for any abnormalities or errors in the system processes.
Siebel Analyst Programmer
National Australia Bank
2010.01 - 2013.01
Siebel Developer
Telstra CC&B
2005.01 - 2008.01
Analyst Programmer
Accenture Technologies
2005.01 - 2008.01
Education
Master of Science - Information Technology
Bachelor of Maths -
Skills
- Service delivery management
- Incident management
- Problem management
- Change management
- Business continuity planning
- Stakeholder communication
- Vendor management
- Data analysis
- Process improvement
- Customer engagement
- Quality monitoring
- Service level agreement management
Proficiencies
AppDynamics, Grafana, Oracle Enterprise Manager, Splunk, CA APM, SolarWinds, JIRA, ServiceNow, BMC Remedy, HP ALM, True, Siebel 7x, Siebel 6, Agile (SCRUM), Waterfall
Employment Related Skills And Strengths
- Proven effectiveness in building client relationships, partnering with business leaders, and implementing IT solutions collaboratively.
- High emotional intelligence, enabling effective relationship management and team collaboration.
- Strong listening skills, openness to new ideas, and balanced perspective in decision-making.
- Expertise in break-fix support, impact analysis, production assurance, and system restoration.
- Team-oriented with a focus on mutual trust, respect, and cooperation.
- Consistent delivery of ethical and professional behaviour, pushing for high-performance team goals.
Linkedin Profile
www.linkedin.com/in/devi-priya-b7486311
Licenses And Accreditation
- ITIL4 Foundation Certified
- AGILE Project Management Foundation
Professional Development
- AGILE Practitioner
- AWS Systems Operation
- Change Management
- Tableau
Timeline
Service Management Team Lead
IG Australia Pty Ltd
2020.01 - Current
NextGen Infrastructure Consultant
National Australia Bank
2015.01 - 2019.12
NextGen - Siebel Developer
National Australia Bank
2010.01 - 2015.01
Siebel Analyst Programmer
National Australia Bank
2010.01 - 2013.01
Siebel Developer
Telstra CC&B
2005.01 - 2008.01
Analyst Programmer
Accenture Technologies
2005.01 - 2008.01