SAJIN KANNATTU
Trivandrum
Summary
Experienced IT Service Management and Agile Delivery professional with 12+ years of global experience. Skilled in managing large-scale IT operations, critical incident resolution, automation enablement, and Agile transformation. Proven track record of leading cross-functional teams, driving productivity improvements, and implementing continuous improvement strategies. Strong stakeholder engagement, Agile coaching, trend analysis, and service optimization abilities.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Agile Master
Allianz Technology
06.2023 - Current
- Led Agile transformation across multiple squads, ensuring adherence to Agile principles and practices.
- Facilitated Agile ceremonies including daily stand-ups, sprint planning, backlog refinement, sprint reviews, and retrospectives.
- Collaborated with Product Owners to maintain prioritized product backlogs and align stories with business OKRs.
- Managed inter-squad dependencies through Scrum of Scrums, improving visibility and timely issue resolution.
- Mentored and coached teams on Agile maturity, Jira usage, and continuous improvement practices.
- Tracked velocity, burndown charts, and other key metrics to assess team performance and delivery health.
- Supported release planning and cross-team synchronization in Big Room Planning sessions.
- Championed Agile mindset and cultural transformation across cross-functional and distributed teams.
- Enabled seamless communication among stakeholders through transparent reporting dashboards.
Lead – IT Service Management
Allianz Technology
02.2018 - 05.2023
- Directed enterprise-wide ITSM functions (incident, problem, change) supporting global clients across APAC and Europe.
- Established and matured standardized CPI processes, onboarding 3+ regions to aligned operational models.
- Performed detailed root cause and trend analysis, enabling proactive incident prevention strategies.
- Led governance forums, conducted operational health checks, and managed audit compliance for ITSM processes.
- Delivered monthly service reviews with data-backed insights, enabling strategic decision-making for clients.
- Worked closely with engineering teams to embed preventive measures for recurring alerts and optimize platform health.
- Introduced dashboards and reporting for real-time service performance tracking using Power BI and Excel.
- Partnered with Automation Factory to prioritize and track implementation of automation opportunities.
IT Operations Specialist
UST Global
09.2016 - 02.2018
- Served as Shift Lead for the Remote Support team, managing resolution of client computer incidents and service requests within agreed SLAs.
- Acted as the central Point of Contact (PoC) for all process-related queries, responsible for maintaining and updating process documentation.
- Attended vendor-led technical trainings (via WebEx) and cascaded knowledge to the broader team effectively.
- Organized and delivered onboarding, technical, and process training sessions for new team members.
- Ensured all incidents and service requests in the remote support queue were addressed within SLA through close monitoring and prioritization.
- High-priority incident (P1/P2) coordination by liaising with resolver groups and managing end-to-end communication with business stakeholders.
- Supported the Problem Management team with critical information and insights during outages to facilitate effective Root Cause Analysis (RCA).
- Hosted Daily Production Meetings with cross-functional teams to review incident trends, escalations, and ongoing recovery efforts.
Major Incident Management
08.2015 - 09.2016
- Incident Coordinator for Severity 1 & 2 incidents, ensuring complete ownership and resolution.
- Led communication with stakeholders and coordinated with technical teams throughout the incident lifecycle.
- Conducted daily operational review meetings and participated in CAB meetings for change impact assessment.
- Collaborated with third-line teams and leadership in bi-weekly Problem Management and RCA sessions.
- Drove post-incident reviews and documented action plans for long-term service improvements.
Technical Analyst
Allianz Cornhill Information Services
04.2013 - 07.2015
- Delivered end-to-end IT support for Allianz UK employees, coordinating with global IT service providers from India and the UK.
- Resolved technical issues related to desktops, laptops, applications, and hardware, ensuring minimal downtime.
- Supported remote users with VPN, home router, and broadband issues to enable secure connectivity.
- Administered user accounts on Unix, Mainframe, and Microsoft Active Directory (2003/2008).
- Configured and troubleshot MS Outlook, shared mailboxes, distribution lists, and mobile email clients (BlackBerry, Android, iOS).
- Installed and maintained network and home-based printers (HP, Canon, Ricoh, Lexmark, Samsung, IBM).
- Ensured compliance with security protocols for access permissions and shared folder management.
- Provided remote support using VMware vSphere and Horizon View for virtual infrastructure management.
Education
Bachelor’s Degree - Information Technology
Mar Baselios College Of Engineering & Technology
02-2010
Skills
- ITIL-based Incident, Problem & Change Management
- Agile Transformation & Scaled Agile Coaching
- Sprint Planning, OKRs, and Jira Governance
- Productivity Analytics & Automation Governance
- Major Incident Management & Root Cause Analysis
- Stakeholder Communication & Risk Mitigation
- Service Reporting, Metrics Analysis & CSI Initiatives
- Cross-tribe Collaboration & Global Delivery Management
- ServiceNow, Jira, Confluence
- Dynatrace, Amelia, BMC Remedy
- Power BI, Excel
- Microsoft Office Suite, SharePoint
- Teamwork and collaboration
- Customer service
- Problem-solving
Certification
- ITIL v4 Foundation – AXELOS
- Certified Scrum Master (CSM) – Scrum Alliance
- Certified Scrum Product Owner (CSPO) – Scrum Alliance
- Cisco Certified Network Associate (CCNA) – Cisco
Languages
English
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Malayalam
Bilingual or Proficient (C2)
Timeline
Agile Master
Allianz Technology
06.2023 - Current
Lead – IT Service Management
Allianz Technology
02.2018 - 05.2023
IT Operations Specialist
UST Global
09.2016 - 02.2018
Major Incident Management
08.2015 - 09.2016
Technical Analyst
Allianz Cornhill Information Services
04.2013 - 07.2015
Bachelor’s Degree - Information Technology
Mar Baselios College Of Engineering & Technology
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