Naresh Namsani
Sydney,Australia
Summary
Dynamic IT Service Manager and Problem Management Lead with over 10 years of success in delivering resilient, high-performing IT environments within financial services and enterprise sectors. Expertise includes end-to-end incident and problem management, disaster recovery planning, service continuity, and cloud infrastructure transitions. Proven ability to drive complex project delivery, such as service migrations, tooling upgrades, and workplace transformation initiatives, while implementing ITIL-aligned governance to mitigate risks through root cause analysis. Confident communicator and hands-on leader dedicated to aligning technology operations with business outcomes to enhance uptime, user experience, and long-term operational resilience.
Professional IT expert with focus on delivering high-quality service management solutions. Known for improving operational efficiency and enhancing user experience. Strong collaborator who adapts to changing needs and drives team success. Proficient in ITIL processes and project management.
Overview
12
12
years of professional experience
1
1
Certificate
Work History
IT Service Manager / Run Manager
Tata Consultancy Services
04.2020 - Current
- - Lead operational support for complex applications in 24/7 environments with L2 and L3 support.
- - Collaborated with development and delivery teams to ensure stable operations and seamless transitions.
- - Spearheaded service improvement initiatives including reducing major incidents, enhancing problem management, streamlining service availability reporting, improving major incident communications, optimizing CAB operations, and driving Shift Left strategies.
- - Managed vendor relationships and monitored performance against SLAs, OLAs, and KPIs.
- - Technical expertise includes Disaster Recovery, Batch Monitoring, BCP, RCA, SRE, and monitoring systems.
- - Passionate about continuous improvement and enabling business success through effective IT governance.
Blue Prism Developer
Qantas Airways
04.2018 - 04.2020
- - Certified Blue Prism Developer responsible for designing and deploying intelligent automation solutions.
- - Led end-to-end RPA implementations, from requirement gathering to operational handover.
- - Acted as client-facing liaison, gathering business requirements and translating them into scalable bots.
- - Implemented exception handling, logging, and performance optimization.
- - Ensured compliance with governance standards and supported integration with enterprise systems.
Onshore Lead – Java Developer
Celcom Xerox Project
11.2016 - 04.2018
- - Served as onshore technical lead, managing end-to-end delivery of telecom and document solutions.
- - Acted as primary client-facing liaison, gathering requirements and translating them into technical deliverables.
- - Led cross-functional teams and ensured seamless project execution through to operational handover.
- - Developed backend systems using Java and SQL, and coordinated agile delivery practices.
- - Strengthened client relationships through proactive communication and consistent delivery.
Junior Java & SQL Developer – Xerox Project
Tata Consultancy Services
03.2014 - 11.2016
- - Contributed to the development and maintenance of enterprise document management solutions for Xerox.
- - Developed backend components using Java and Microsoft SQL Server, optimizing performance and scalability.
- - Participated in full SDLC, including requirement analysis, coding, testing, and deployment.
- - Created internal tools and automation scripts to streamline operations and improve efficiency.
- - Supported integration of third-party APIs and maintained technical documentation.
Education
Bachelor of Engineering -
JNTU-Hyderabad
07.2013
Skills
- Project & Change Management
- Cloud Migration Leadership
- ITIL Methodologies
- Disaster Recovery & BCP
- Operational Excellence
- Root Cause Analysis
- Financial Budgeting & Forecasting
- Audits Coordination
- Protocols Adherence
- Information Security & Vulnerability Management
- Third-party & IT Service Management
- Process & System Optimisation
- Customer Service & SLA Management
- Virtual Infrastructure Implementation
- Security & Compliance
- Stakeholder Relationship Management
- Technical Support & Troubleshooting
- Business Continuity
Accomplishments
- COO Award – Westpac (2022): Recognized for seamless End-of-Financial-Year (EOFY) processing.
- 100+ GEM Awards – Westpac (2018–2025): Consistently recognized for outstanding contributions and service excellence over 5 years.
- Star of the Month – Qantas Project (2019): Awarded for outstanding performance and delivery excellence.
- Best Team Member – Celcom (2018): Honored for collaboration, leadership, and contribution to project success.
- Budding Star – Xerox Project (2015): Recognized as a high-potential team member for early career excellence.
Certification
- - Certified Blue Prism Developer – 2014-01
- - Java SDE v1.8 Certification – 2019-01
Timeline
IT Service Manager / Run Manager
Tata Consultancy Services
04.2020 - Current
Blue Prism Developer
Qantas Airways
04.2018 - 04.2020
Onshore Lead – Java Developer
Celcom Xerox Project
11.2016 - 04.2018
Junior Java & SQL Developer – Xerox Project
Tata Consultancy Services
03.2014 - 11.2016
Bachelor of Engineering -
JNTU-Hyderabad
Awards
- 50+ GEM Awards – Westpac (2023), - Budding Star Award – Westpac Institutional GM & COO (2023), - Star Performer Award – TCS (2019), - Spot Award – TCS (2019)