Maran Natarajan

#522B, 3rd Cross, MM Layout

Kavalbyrasandra, Bangalore – 560032
Cell: +91 9620130732
Email: MaranNatarajan@yahoo.com
LinkedIn

Career Overview Key Impact Areas

A solution-focused, customer-oriented, and accomplished Service Delivery Leader Strategic IT Planning
offering 18+ years of blended Onsite / Offshore experience in managing and
IT Infrastructure Management
delivering IT Infrastructure services.
IT Project Management
Demonstrated ability to manage diverse teams through cross-functional, projects ITIL Process Management
within industries spanning infrastructural services from IT, Contact center,
hospitality, and manufacturing. IT Governance, Risk and
Compliance
Strong acumen in leading and managing ITIL based processes with key focus on
Incident, Change, Problem, and IT Service Management. Project Execution &
Management
Demonstrated excellence in creating robust IT Infrastructure; successfully
managing IT Service Delivery & Project Management functions in compliance with Client Relationship Management
quality, time, and cost norms. Disaster Recovery Plan and

An enterprising leader with strong communication, analytical and problem solving Support
skills; skilled at establishing and nurturing collaborative relationships with Mentoring & Team Building
multiple stakeholders for achieving organizational and business goals.

PROFESSIONAL EXPERIENCE

ITC Infotech Limited, India (www.itcinfotech.com)

ITC Infotech is a global technology solution and services leader providing business-friendly solutions that enable
future-readiness for clients. ITC Infotech’s solutions and services are focused on Banking & Financial Services,
Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality.

Service Delivery Manager- Bangalore Sep 2014 – Until date

Delivering managed service for end to end IT Infrastructure Services for over US$ 2.7 million annual revenue for a
major Manufacturing customer with a team of 50+ resources.

■ Demonstrated experience in successfully managing IT Service Delivery & Project Management functions
■ Ensure Project deliverables meet the quality standards and expectations as per Customer driven KPI’s.

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■ Continuously monitor, evaluate and evolve the IT Service management processes and best practices to increase
effectiveness and maturity of IT service delivery and drive operational stability
■ Drive & Manage Projects to improve process efficiency and derive cost benefits for ITC Infotech’s clients by
setting up new service lines, Implementation of new tools, Platform upgrades, data center infrastructure
upgrades and Disaster Recovery.
■ Transition and deliver best in class performance from Offshore to Onshore location
■ Resource planning, hiring, on-boarding till stabilization through appropriate quality control process.
■ Lead and facilitate both internal and external Audits, Track and maintain audit compliance.
■ Organize and Steer governance meeting with relevant stakeholders and discuss on Improvement Strategies,
Performance Updates, provide Project Updates and seek active engagement.
■ Driving Operational efficiency through continual process improvements, process re-engineering and
strategic initiatives
■ Strong communication, analytical, problem solving skills and nurturing collaborative relationships with
multiple stakeholders for achieving organizational and business goals.
■ Driving New Project implementation, POC, Proposals & Initiatives to support betterment of the process
delivery.

Lead Consultant - IT Manager- (Onsite - ITC Infotech Ltd, Milton Keynes, UK.) Sep 2010 – Aug 2014

■ Responsible for smooth functioning of all IT Systems like Server/Desktop/Network and applications.
Troubleshooting server/desktop/network related issues and providing solutions.
■ Managing IT Assets for responsible sites, procurement of hardware, lease replacements of Servers, desktops,
laptops, printers etc.
■ Yearly IT budget creation for all IT equipment’s on site. Suggesting hardware options to site to reduce overall
IT expenditure.
■ Constant improvement of technology support processes and achieving efficiency following ITIL process of
Incident/problem and change management.
■ Track, respond, and close trouble calls placed through a centralized corporate ticketing tool HP Service
Manager
■ Complete requirement planning, designing, vendor development, preparing comparative statement, order
placing, and follow-up of hardware and software requirements.
■ Performed upgrades, installation, of software and drivers and essential desktop troubleshooting through
remote access.

Associate Consultant. Apr 2004 – Dec 2010

To plan for, Implement Maintain and Administration of the company’s information technology infrastructure
pertaining to Cisco Routers / Switches, Nortel Passports & VPN concentrator, Avaya ACD Servers & Gateways,
Witness & Verint Loggers and Nokia / Checkpoint Firewall management for Cli3l e-Services project.

■ To plan for, Implement Maintain and Administration of the company’s information technology infrastructure
pertaining to Cisco Routers / Switches, Nortel Passports & VPN concentrator, Avaya ACD Servers & Gateways,
Witness & Verint Loggers and Nokia / Checkpoint Firewall management.

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■ Managing / mentoring technical support team which is responsible for 24/7 infrastructure services on
Telecom, Data & Security Infrastructure to ensure the maximum uptime and to meet SLA’s. Coordinating with
Technical teams in US and UK in implementing new projects and for resolution of existing problems.
■ To generate implementation reports, maintain Customer engagement requirements, manage incidents,
problems, changes, and timely escalation of network malfunctions/capacity issues, etc.
■ Generate and maintain a set of relevant Review & Status reports periodically, to highlight the health of the IT
Infrastructure, preparing monthly reports and updating technology specific documents.
■ Maintain operational documentation and manuals. Ensure site compliance with electronic and physical
security procedures and standards.

CLI3L e-Services Limited, India

CLI3L e-Services Ltd is a joint venture between ClientLogic Operating Corporation, US, and ITC Infotech India Ltd.
ClientLogic, a leading international BPO provider in the customer care industry. Now CLi3L is merged with SITEL.

Sr. Technical Support Executive Feb 2003 – Apr 2004

Worked on a Project for Lexmark International Services providing online voice and e-mail based technical support
for Inkjet, Deskjet, and Multifunction printers for US based customers.
■ Handled voice and email requests within SLA and Customer satisfaction
■ Lead team initiatives and manage staffing and SLA.
■ Train, Mentor and Coach team members on technical & process updates

Sutherland Technologies

Sutherland Global Services is a global BPO and technology-enabled services company offering an integrated set of
back-office and customer facing front-office services that support the entire customer lifecycle.

Technical Support Executive Sep 2002 – Jan 2003

■ Handling voice-based Customer care and technical support for Desktop Computers and Deskjet Printers for
Hewlett-Packard customers.

Reliance Computer Solutions & Services

Dealer in computer equipment’s and accessories

Technical Support Engineer Jul 2001 – Aug 2002

■ Installing, managing, troubleshooting OS -Windows 2000 Pro/ XP/ 98 + with Microsoft products and utility
software’s.
■ Configuring and troubleshooting desktops, laptops, and printers in LAN
■ Servicing and maintenance of AMC clients in Bangalore LAN

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 EDUCATION & CERTIFICATION

■ Post Graduate Diploma in IT from Symbiosis Centre for Distance Learning

■ Bachelor of Engineering in Electronics & Communication, Bangalore University
■ Prince 2 Agile Foundation and Practitioner
■ Cisco Certified Network Administrator (CCNA)
■ ITIL 4 Foundation Certification
■ ITIL 4 Strategist Direct, Plan and Improve Training
■ Microsoft Certified System Professional in Win 2000
■ Convergence Technology Professional 2007
■ Certified Diploma in Computer Hardware & Networking
■ Attended workshop on Inclusive Leadership, Solution Mindset, Overcoming Unconscious Bias,
Performance coaching etc.
■ Managerial effectiveness workshop

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