Senthil Rajagopalan
Singapore
Summary
Service Delivery Manager with proven expertise in cloud migrations, infrastructure modernization, and ITIL-based operations. Certified ITIL Expert and PRINCE2 Practitioner, adept at leading cross-functional teams, driving automation, and ensuring compliance with global standards. Skilled in managing critical incidents, resolving recurring problems, and executing high-volume change processes with precision. Strong track record in vendor management and operational efficiency across Banking, Government, Private and Aviation sectors
Overview
22
22
years of professional experience
1
1
Certification
Work History
SERVICE DELIVERY MANAGER
STAR ALLIANCE
Singapore
11.2024 - Current
- Spearheaded AWS migration of applications, servers, and databases for global airline alliance.
- Implemented Software Defined Networking with multi-region connectivity for international airline partners.
- Established global support frameworks to ensure 24/7 availability of critical airline systems.
- Negotiated with vendors and managed multi-million-dollar budgets across continents.
- Coordinated international teams across various time zones to meet project deadlines.
- Developed governance frameworks to ensure consistent technical implementation standards across alliances.
- Established Incident Management framework handling 800+ monthly incidents, with 98% SLA compliance.
- Implemented Major Incident Management protocols, reducing Mean Time to Restore (MTTR) by 35%.
- Led Problem Management initiatives, conducting root cause analysis and reducing recurring incidents by 40%.
- Designed a change management process, achieving a 96% change success rate for airline-critical systems.
- Coordinated Emergency Change Advisory Board (ECAB) for production changes, with zero service disruptions.
- Built a knowledge management repository with over 200 articles, improving first-call resolution by 28%.
DELIVERY MANAGER - INFRASTRUCTURE MODERNIZATION & RISK
CITIBANK N.A.
Singapore
08.2021 - 10.2024
- Directed modernization of legacy systems to cloud-native APIs across Asia and Europe.
- Led data center consolidation efforts, achieving zero business disruption.
- Implemented IT Service Management platforms to enhance incident response and minimize downtime.
- Deployed SLA frameworks and Agile methodologies to boost release efficiency.
- Collaborated with global teams to ensure compliant software delivery across different jurisdictions.
- Managed safety and soundness initiatives for API/ESB infrastructure supporting global products.
- Coordinated vulnerability remediation efforts, yielding measurable risk reduction outcomes.
- Served as Single Point of Contact for risk visibility through comprehensive reporting dashboards.
- Managed over 2,000 incidents monthly across APAC and EMEA, with 97% SLA compliance.
- Established a Problem Management process, reducing P1/P2 incidents by 32% through proactive root cause analysis.
- Led weekly Problem Review meetings, implementing preventive measures for systemic issues.
- Implemented structured Change Management with CAB approval workflows, achieving a 95% successful change rate.
- Coordinated 150+ standard changes monthly, and 40+ emergency changes with comprehensive risk assessment.
- Reduced change-related incidents by 45% through pre- and post-implementation reviews.
- Maintained CMDB accuracy at 94% supporting effective change impact analysis.
- Created Known Error Database (KEDB) reducing incident resolution time by 25%.
SENIOR PROJECT MANAGER
TATA CONSULTANCY SERVICES
Singapore
08.2020 - 07.2021
- Delivered infrastructure and cybersecurity programs for leading financial institutions.
- Spearheaded cybersecurity initiative across multiple data centers, enabling real-time compliance monitoring.
- Directed enterprise-wide infrastructure migration post-corporate acquisition to ensure seamless transition.
- Led integration of security tools, maintaining zero security gaps during business transitions.
- Designed integrated Standard Operating Environment, harmonizing security policies across the organization.
- Deployed Azure Defender, Azure Sentinel, and advanced analytics for enhanced threat visibility.
- Implemented IoT infrastructure to capture telemetry from servers and network devices.
- Managed 300+ service transition changes during merger with 99% success rate.
- Implemented Incident Management protocols managing 500+ transition-related incidents.
- Established unified Change Management process integrating approval workflows from both organizations.
- Conducted daily incident reviews during transition period ensuring rapid resolution.
SENIOR PROJECT MANAGER
CITIBANK N.A.
Singapore
01.2018 - 08.2020
- Coordinated critical infrastructure projects with external vendors, including MasterCard and Visa.
- Led deployment of infrastructure projects across APAC and EMEA from planning to production.
- Collaborated with Release and product teams to meet deployment timelines and criteria.
- Managed offshore teams while liaising with infrastructure and external vendors for lifecycle management.
- Achieved significant reduction in infrastructure turnaround time across multiple regions.
- Managed Incident Management for critical ESB/SSG infrastructure handling 1,500+ monthly incidents.
- Conducted Root Cause Analysis (RCA) for all Major Incidents reducing recurring issues by 38%.
- Coordinated Change Advisory Board (CAB) meetings reviewing 200+ changes monthly.
- Implemented automated change scheduling reducing manual effort by 30%.
- Developed incident trend analysis reports identifying top categories for problem resolution.
SERVICE DELIVERY MANAGER
HCL INSYS PVT. LTD.
Singapore
08.2015 - 11.2017
- Managed large-scale infrastructure deployment for Singapore Government agencies.
- Executed technical refresh of End User Computing Devices across multiple government entities.
- Transitioned desktop management, LAN management, and software delivery services effectively.
- Directed complete IT infrastructure reorganization for GovTech Singapore.
- Deployed IT infrastructure solutions to enhance user experience for government end-users.
- Resolved critical issues in SOE Portal, RDSS, File Services, and Applications.
- Established Incident Management framework for government agencies managing 3,000+ monthly incidents.
- Implemented Priority Matrix and SLA definitions achieving 96% on-time resolution.
- Led Problem Management conducting 50+ RCAs annually reducing repeat incidents by 42%.
- Designed Change Management process with government compliance requirements handling 400+ monthly changes.
- Coordinated multi-agency CAB meetings ensuring minimal business impact during implementation windows.
- Developed Service Catalog and Request Fulfillment process improving user satisfaction by 30%.
- Created service knowledge base with 150+ resolution articles.
INFRASTRUCTURE SENIOR MANAGER
CITIBANK N.A.
Singapore
01.2008 - 03.2015
- Led team of infrastructure professionals to manage critical systems across global regions.
- Maintained high availability of application chains for global customer base.
- Developed automation tools that reduced operational dependency and optimized support requirements.
- Executed data center migrations, significantly reducing overall data center footprint.
- Received Citibank's Praise Award for implementation of Dynamic Focal Point system.
- Managed end-to-end Incident Management lifecycle handling 2,500+ monthly incidents globally.
- Implemented Major Incident Management protocols with executive communication templates.
- Reduced incident escalations by 35% through improved process and communication.
- Led Problem Management team conducting trend analysis and implementing permanent fixes for top 20 incident categories.
- Established Change Management discipline with regional CAB governance reducing failed changes from 12% to 3%.
- Implemented Emergency Change procedures with accelerated approval workflows for business-critical fixes.
- Created Service Knowledge Management system with 500+ technical articles improving L1 resolution by 40%.
- Designed automated incident workflows in Remedy reducing manual triaging time by 45%.
INFRASTRUCTURE TEAM LEAD
AFFILIATED COMPUTER SERVICES INC.
India
02.2004 - 12.2007
- Analyzed customer requirements and designed solutions for multiple accounts.
- Managed infrastructure and administration of Mainframe systems, ensuring global user support.
- Led service improvement initiatives as Global Process Owner for Availability Management.
- Successfully transitioned workload offshoring from US locations to India.
- Served as Global Process Owner for Incident Management defining policies across 5 service centers.
- Implemented Problem Management framework conducting monthly problem reviews with 60+ accounts.
- Coordinated Change Management ensuring alignment with customer-approved maintenance windows.
- Developed incident trending reports identifying top categories leading to proactive problem resolution.
- Achieved 15% increase in customer satisfaction through improved service management processes.
Education
Post-Graduate Diploma - Computer Applications
Bharathidasan University
India05.2002
Bachelor of Commerce -
Nagpur University
India05.1996
Skills
- AWS
- Azure
- Hybrid Cloud
- Migration planning
- DevOps
- Infrastructure as Code
- Program Management
- Agile
- Waterfall
- Risk and Compliance
- ServiceNow
- Jira Service Management
- Microsoft Project
- ITIL
Certification
- ITIL Expert certification, 2017
- PRINCE2 Practitioner, 2017
- ISO 9001:2008 Internal Auditor, 2014
Accomplishments
- 500+ VMware servers migrated to AWS cloud with zero downtime, 25% operational efficiency improvement through automation frameworks.
- Reduction in incident resolution times via SLA optimization: 30%.
- Infrastructure availability maintained across global operations: 99.9%.
- End users successfully migrated within a 3-month timeframe: 3,000+.
Languages
English
First Language
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Intermediate (B1)
B1
Activities
- Community Volunteering
- Sports and Event Organizing
- Disaster and Humanitarian Relief
- Education
References
References available upon request.
Availability
1 Month Notice Period | Ready for Immediate Strategic Discussions
Timeline
SERVICE DELIVERY MANAGER
STAR ALLIANCE
11.2024 - Current
DELIVERY MANAGER - INFRASTRUCTURE MODERNIZATION & RISK
CITIBANK N.A.
08.2021 - 10.2024
SENIOR PROJECT MANAGER
TATA CONSULTANCY SERVICES
08.2020 - 07.2021
SENIOR PROJECT MANAGER
CITIBANK N.A.
01.2018 - 08.2020
SERVICE DELIVERY MANAGER
HCL INSYS PVT. LTD.
08.2015 - 11.2017
INFRASTRUCTURE SENIOR MANAGER
CITIBANK N.A.
01.2008 - 03.2015
INFRASTRUCTURE TEAM LEAD
AFFILIATED COMPUTER SERVICES INC.
02.2004 - 12.2007
Post-Graduate Diploma - Computer Applications
Bharathidasan University
Bachelor of Commerce -
Nagpur University