Thulsi Ram Vijaya Kumar

Owned enterprise tools delivered key ServiceNow solutions for ANZ onboarding integration workflows.

Established banking compliance controls through risk assessments and security audits.

Directed IT delivery roadmaps aligned to executive strategy, revenue objectives, transformation targets.

• Governed vendor negotiations to prioritise value, cost control, and operational standards.
• Designed quality assurance and disaster recovery, then executed legacy decommissioning migrations.
• Managed 2 GCP engineering teams for AI integration, process automation, and cost optimisation.
• Ran scrum ceremonies and Jira/Confluence workflows to improve delivery efficiency 20%.

Built KPI frameworks and coached cross-functional engineering for performance accountability.

Streamlined delivery pipelines to accelerate releases under ANZ banking controls.

• Partnered with executive leadership to align delivery roadmaps with strategy goals.
• Collaborated with executive leadership to align IT delivery roadmaps with long-term business strategy, revenue objectives, and digital transformation goals.
• Directing vendor negotiations to secure cost-effective hardware/software solutions, maximizing technology ROI without compromising operational quality.
• Led quality assurance, disaster recovery design, and legacy system decommissioning projects, executing smooth data migrations to modern cloud infrastructure.

ServiceNow: Multiple Mainline Certifications across ITSM, IRM, SAM, HAM, and CSDM architectures, complemented by a suite of micro-certifications.

• Cloud Platforms: Mainline Certifications in Google Cloud Platform (GCP) and Amazon Web Services (AWS).
• Methodologies: Agile / Scrum Master, ITIL Best Practices.

• Provided senior consultant guidance for banking IT service delivery and governance.
• Executed ServiceNow discovery and asset discovery to populate ANZ CMDB accurately.
• Updated banking IT asset records, adding new and decommissioned items within 6-month timeframe.

• Supported LSEG sites with on-site delivery in London and Colombo.
• Led BMC Remedy and ADDM Asset Discovery as specialist support.
• Drove SIAM deployment in ServiceNow with product owner and stakeholders.
• Defined SIAM vision and outcomes to align service operations.

Designed SIAM model and strategy for scalable service governance.

Operationalised SIAM within ServiceNow for day-to-day control.

Piloted and implemented SIAM model across service delivery teams.

Expanded SIAM model across all services for consistent operations.

Managed relationship with LCH Clearnet as key client liaison.

• Analysed system requirements to close gaps and design solutions.
• Initiated system updates to improve workflows and add functionalities.
• Reported irregularities and structural errors with proposed remedies.
• Synthesised large datasets into actionable insights for better decisions.

• Provided techno-functional guidance across BMC Remedy and ServiceNow solution areas.
• Directed delivery improvements through technical decisions and project advisory.
• Owned stakeholder alignment by driving structured communication and support tracking.
• Enhanced client communication strategies, ensuring clarity, transparency, and trust in all interactions.
• Resolved complex problems by analysing root causes and implementing effective solutions.
• Developed comprehensive risk management strategies to mitigate potential impacts on project success.
• Evaluated team performance regularly, providing constructive feedback and coaching for continuous improvement.

• Built BMC Remedy configurations and delivered BAU support for enterprise tools.
• Provided support and solutions at HCL Technologies to resolve client issues.
• Improved customer satisfaction by designing and implementing feedback mechanisms and service improvements.
• Partnered with customers to map needs and deliver tailored service.
• Led development of strategies to streamline project delivery and raise efficiency.
• Processed incoming requests for information and routed queries for timely responses.
• Built strong working knowledge of industry trends and process improvements.
• Developed excellent working knowledge of industry trends and improvements in processes.