Summary
Overview
Work history
Education
Skills
Languages
Work availability
Timeline
OfficeManager
Neeraj Natarajan

Neeraj Natarajan

Hyderabad,Telangana

Summary

Professional project management specialist with experience working with teams to accomplish short- and long-term project goals. Managed monitored project costs. Detailed orientated individual experienced in administrative procedures. Oversees day-to-day duties with strong planning and organization skills to delivers projects in timely manner.

ITIL V3 MCITP trained professional with 14+ years of experience in managing a mélange of operations including incident management, change management, service improvement plan, infrastructure management, stakeholder management and team management across ITES industry with excellent knowledge of ITIL v3 framework and also have knowledge on cloud computing on Amazon Web Services with automation tools

VISA STATUS

Visa Status: Holding valid B1\B2 USA visa, Valid till 2025

On-site: location: US Connecticut

SKILLS

  • Major Incident Management
  • Incident Management
  • Change Management
  • Problem Management
  • Customer Service Management
  • Service Desk Management
  • People and Performance Management
  • ITIL Service Management

Trained-On

  • Cloud Computing (Amazon Web Services)
  • Automation Tools
  • Deployment Tools

Overview

17
17
years of professional experience
2
2
years of post-secondary education

Work history

Project Delivery Lead

Mphasis India Ltd
Hyderabad
01.2022 - 03.2024
  • Worked collaboratively with clients to create deliverable plans prioritizing value and efficiency.
  • Built strong working relationships with clients, seeking to understand business, vision and problems requiring resolutions.
  • Supported adoption of agile ways of working to increase team productivity and impact.
  • Adopted outcome-focused approach, measuring how deliverables align with business values and objectives.
  • Built team with right balance of skills, capabilities and experience to enable continued high-quality delivery.
  • Sought to build working relationships across client businesses to break down silos and encourage cross-functional collaboration and alignment.
  • Reviewed plans regularly to accurately represent shared understanding of current status and delivery expectations.
  • Planned revenue generation strategies designed for growth.
  • Coordinated hiring, recruitment and training strategies to build successful administrative team.
  • Designed and implemented training to further develop staff based on business goals.
  • Knowledge of ITIL (Change, Incident and Problem Management). Earned ITIL® Foundation in IT Service Management. Additional knowledge of Customer Service and team Management as well as a Team Manager/ Project Manager.
  • Winner of Multiple Awards.Best Team Manager Award for outstanding achievement and services provided along with People Management. Best TSE for achieving 100% CSAT on daily basis and highest CSAT received in the Team.
  • Financial Achievements. Succeeded in achieving the given target on daily basis as Fixed & beyond Income generator, managing all aspects of Customer and Team Management. Exceptional abilities to offer Support to new client relationships while developing and maintaining existing ones.
  • Proven Success in Change Management.Proactively created and pioneered the Change Management process improvement among the team by connecting individuals as and when required as well as Team meetings. Consistently all the Change Management KPIs were in GREEN.
  • Keen Attention to Detail. Accurate, reliable, and diligent. Always complete tasks within schedules. Can handle any ongoing challenges.
  • Dynamic Communicator and Negotiator.Excelled in Communication and Email writing. Negotiated and closed numerous high-value deals. Provided support to the global customers with fluent in English.
  • Customer Engagement – Engaged in Daily, Weekly and Monthly Customer calls with accurate data and effectively communicating with evidences and explanations.
  • Systems Utilization and Technology Skills. Proficient use of Windows operating systems, MS Office Suite (Word, Excel, PowerPoint), ServiceNow.
  • As a cross functions lead, act as a Single point of contact for the execution of ITIL Processes like incident management, problem management, change management, CMDB, Release Management, Knowledge Management, Code Deployment and SLA
  • Capable to connect, update and manage discussions with the Customer and other Service providers / Vendors for all in-scope infrastructure related technical services - Networking, Servers, VMware, storage.
  • Capable to drive and collaborate with multiple stakeholders on day-to-day operations to bring in coordination across the technical towers
  • Lead the ITIL Process resources to achieve the Process KPIs and Service level targets.
  • Act as a crisis manager during the occurrence of critical incidents, guide Pro-active problem management,
  • Address critical issues to avoid change failures, ensure up-to- date maintenance of CMDB, achieving the Availability and capacity targets
  • Ensuring the Process adherence and meeting the Quality norms
  • Driving the internal audits, define and drive service improvement programs based on the external audit findings
  • Report the Customer on all Process areas as per the Contractual agreements.

Consultant

Wipro
Hyderabad
08.2018 - 04.2020
  • Prepared proposals with revised methods, new strategies and redefined functions.
  • Applied data toward developing optimum objectives, strategies and plans for resolution.
  • Assisted teams with implementing new recommendations and revising instructions for staff.
  • Encouraged development of clear objectives and action plans.
  • Responsible for administration, governance and compliance of the Change Management process across all the TIS Connectivity Operations and Unix/Linux Patching.
  • Lead and own the Change Management process globally. Oversight in order to support and ensure that the right groups are involved in Change Planning and Change Approval and ensure that information documented for Change Requests.
  • Quality of communication, both to the client as well as keeping internal personnel (including Executive Leadership) informed with status and upcoming actions.
  • Judgment and decision-making skill under pressure along with leadership abilities.
  • Knowledge of IT Change management and best practices.
  • Conducting CAB meeting, Post implementation reviews, follow-up, Governance and ensure the closure of CR’s.
  • Ensure changes are executed in the approved time intervals.
  • Excellent problem-solving and analytical skills.
  • Proficiency in process improvement and communication to others.
  • A focus on business satisfaction, with strong interpersonal skills and responsiveness.
  • Ability to drive process improvement to continually improve service and reduce costs.
  • Ability to communicate with all levels of technical and management staff.
  • Ability to command authority to set action plans to meet client needs without direct supervisory control of the resources involved.

Sr. Consultant

Capgemini
Hyderabad
07.2012 - 07.2018
  • Identified deviations from standard operating procedures, understanding causes and preventing reoccurrence .
  • Identified departures from agreed-upon procedures and standards and helped close gaps.
  • Applied data toward developing optimum objectives, strategies and plans for closers and fixes.
  • Drafted procedure manuals, work definitions and standard operating procedures by job title or work area.
  • Adhered to security guidelines for developing secure and compliant Cloud services in collaborated with the Risk and Security team
  • Headed PS workloads/POCs, addressed technical concerns suggestions, ideas and implemented agreed infrastructure and architecture
  • Worked entire gamut of ITIL operations including vantage/matrix troubleshooting, change request with IMAC process and incident management
  • Provided remote access support and delivered end resolutions to the users Collaborated with Major Incident Management team, ODM and other tower leads Initiated CAB in change management and take a call based on the downtime and rollback for approvals as required
  • Liaison with incident managers to handle major incidents, customer issues and managed incident management bridge calls with support teams, on-call support application teams and management

SSR2

Unisys India
Hyderabad
06.2010 - 05.2012
  • Analyst (Service Desk) SSR2 | Unisys India

Customer care executive

HSBC
Hyderabad
10.2006 - 05.2009
  • Customer Care (Non – Tech) | HSBC, India

Education

MBA - Human Resources

Malla Reddy Institute of Business Management
Hyderabad, Telangana
06.2010 - 05.2012

Skills

  • Complex resource management
  • Customer relationship building
  • Operational support
  • Client account management
  • Competitor analysis
  • Production reporting
  • Department management
  • Leadership skills
  • Outstanding customer service

Languages

English
Fluent

Work availability

Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline

Project Delivery Lead

Mphasis India Ltd
01.2022 - 03.2024

Consultant

Wipro
08.2018 - 04.2020

Sr. Consultant

Capgemini
07.2012 - 07.2018

SSR2

Unisys India
06.2010 - 05.2012

MBA - Human Resources

Malla Reddy Institute of Business Management
06.2010 - 05.2012

Customer care executive

HSBC
10.2006 - 05.2009

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