About
Highly accomplished IT Service Management Leader with over 10 years of progressive experience in the Australian Banking, Financial Services, and Insurance (BFSI) sector. Proven expertise in driving operational excellence through ITIL-aligned Change, Incident, and Problem Management processes, consistently delivering seamless operational outcomes and reducing major incidents by optimizing service delivery. Adept at managing complex applications, leading cross-functional teams, and leveraging strong analytical skills to enhance IT governance, stakeholder relationships, and overall service performance.
Work
Sydney, New South Wales, Australia
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Summary
Led IT Service Management and operations for Westpac's Treasury and Finance systems, ensuring operational excellence and stakeholder alignment.
Highlights
Led L2 operations for Westpac's Treasury and Finance systems, overseeing 35+ critical applications and coordinating 70+ stakeholders to ensure seamless financial operations.
Implemented a corrective-proactive-preventive incident handling model, successfully reducing recurring incidents by 30% and enhancing system stability.
Spearheaded major incident and disaster recovery responses, consistently achieving 100% uptime during critical business windows.
Facilitated daily operational rhythms, incident resolution, and Business Continuity Planning (BCP) for a team of 50+ IT and operations staff.
Received significant internal recognition, including 50+ GEM Awards and the “Budding Star” award from Westpac Institutional GM and COO, for exceptional service and leadership.
Chennai, Tamil Nadu, India
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Summary
Provided L2 technical support and service delivery for diverse enterprise clients including Qantas, Celcom, and Xerox, optimizing operational efficiency and customer satisfaction.
Highlights
Managed L2 support for critical airline enterprise applications (Qantas Airways), consistently meeting strict SLAs and customer satisfaction goals.
Drove automation initiatives for Qantas, successfully reducing manual tickets by 20% and improving operational efficiency.
Conducted weekly incident trend analysis and implemented proactive improvement action plans, enhancing service stability for Qantas.
Supported critical telecom applications for Malaysia’s leading mobile operator (Celcom), enhancing service delivery through proactive problem management.
Provided comprehensive Java-based development and support services for enterprise document solutions (Xerox), collaborating with global teams on code enhancements and bug fixes.
Chennai, Tamil Nadu, India
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Summary
Developed and maintained internal tools and client-specific applications, gaining foundational experience in software development and deployment.
Highlights
Developed and maintained internal tools and client-specific applications using Java and SQL, improving operational workflows and data management.
Contributed to the full software development lifecycle, gaining hands-on experience in application deployment processes and system integration.
Collaborated with senior developers to troubleshoot and resolve software defects, ensuring application stability and performance.
Awards
50+ GEM Awards
Awarded By
Westpac
Recognized for consistent service excellence and high performance within the Westpac client engagement.
Budding Star Award
Awarded By
Westpac Institutional GM and COO
Awarded for demonstrating exceptional leadership potential and significant contributions to institutional objectives.
Star Performer Award
Awarded By
TCS
Acknowledged for outstanding performance and contributions during tenure at Tata Consultancy Services.
Spot Award
Awarded By
TCS
Received for excellent customer service and proactive problem resolution.
Skills
IT Service Management & Operations
IT Service Management & Delivery, Incident Management (ITIL), Problem Management (ITIL), Change Management (ITIL), Root Cause Analysis (RCA), ServiceNow, SLA Management, ITSM, SLA Tracking, Reporting Dashboards, IT Governance, Stakeholder Management, Service Improvement, Batch Monitoring, User Access Reviews, Monitoring and Alerting Systems.
DevOps & Reliability
Site Reliability Engineering (SRE), Continuous Service Improvement.
Disaster Recovery & Business Continuity
Business Continuity & Disaster Recovery, IT Disaster Recovery Processes, Business Continuity Planning (BCP).
Programming & Databases
SQL, Oracle DB 11g, Java, Python.
Automation & Monitoring Tools
Robotic Process Automation (RPA), Blue Prism, Control-M, AppDynamics Monitoring.