Joiraj Natrajan
Melbourne
Summary
Highly motivated Service Leader with 20 years of Technology experience across various domains. Consistently driving results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels. Innovative leader dedicated to enhancing service, decreasing cost and promoting organizational efficiency. Independent decision-making skills and sound judgment to positively impact business success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Manager
ANZ
02.2019 - 02.2023
- Defined the strategic direction and vision for SIAM ensuring alignment with the business strategy for ANZ.
- Developed a service roadmap that outlined the evolution of services over time.
- Worked with SIAM business stakeholders to understand service needs and develop effective and pragmatic solutions.
- Built strong customer relationships and conducted regular surveys and feedback sessions to improve services.
- Ensured that the service meets agreed performance metrics and standards.
- Collaborate with other ANZ teams and vendors to address service issues related to design and changes.
- Identified multiple service improvement, cost savings and innovation opportunities without compromising service quality.
Technology Manager
ANZ
04.2015 - 02.2019
- Ensured successful delivery of ITIL services as per the strategy and roadmap outlined in contract while delivering value to Wealth business and technology stakeholders
- Manage a team of 12 onshore and 28 offshore resources
- Automated manual processes and time consuming tasks to reduce outages, improve service delivery and increase system efficiency and reliability
- Managing compliance, risk and vendor governance for technology operations supporting business targets
- Report and refine processes for Incident Management, Change Management, Problem Management and Service Requests as per ITIL framework
- Perform Root Cause Analysis (RCA) for critical issues (P1 / P2) to avoid reoccurrence of the issue
- Ensured that a governance and reporting structure was implemented to effectively manage the Service Levels
- Baseline the scope / requirement and define the In Scope and Out of Scope services to be delivered
- Compliance to Service Level Agreements agreed with the customer and partners
- Develop DR plans and conduct DR test to validate resilience of the environment and service continuity
Service Delivery Project Manager
Wipro Technologies
09.2004 - 03.2015
- Analysed project requirements and built a team to lead successful delivery of 7 projects
- Lead agile delivery squads ensuring successful delivery of various stages including development, user testing, risk & stakeholder management, and deployment
- Formulate incentive schemes, reward and recognition programs and ensure their roll out
- Defined Key Performance Indicators for delivery and service performance
- Developed the reports on schedules, resources allocated man-hours required and actual vs projected results
- Compliance with the SLA's and process requirements in close coordination with the Transition Queue teams
- Collaborated with multiple teams to provide timely process and product updates
- Planning and scheduling the training in sync with the business requirements
- Implementing strategies to improve delivery, operations, control attrition and monitoring the business satisfaction levels.
Education
Master in Business Administration - IT Project Management and Operations Management
National Institute of Management
05.2008
Skills
- Service Management
- Governance and Compliance
- Coaching and Mentoring
- Strategic Planning
- Direction and Structure
- Problem Solving
- Customer Management
- ITIL Operations
- Application Support
- Process Re-engineering
- Project Management
- Infrastructure Management
- Continuous Service Improvement
- Automation and Monitoring
- Change Management
- Vendor Management
- Stakeholder Management
- SLA and KPI Management
Certification
- Scrum Master Certified
- ITIL v3 Certified
- Project Management Professional (PMP)
Personal Information
Title: Technology Manager
Timeline
Service Manager
ANZ
02.2019 - 02.2023
Technology Manager
ANZ
04.2015 - 02.2019
Service Delivery Project Manager
Wipro Technologies
09.2004 - 03.2015
Master in Business Administration - IT Project Management and Operations Management
National Institute of Management
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