Ajay Raj

About Ajay Raj

IT Service Delivery and Project Lead with 5+ years driving enterprise ITSM operations at Wipro — specializing in Incident Management, Problem Management, Change Management, SLA Governance, and Continuous Service Improvement (CSI).I keep complex IT environments stable, efficient, and aligned to business outcomes. My work sits at the intersection of people, process, and technology — leading major incident bridges, running RCA and Lessons Learned sessions, and building automation that removes friction from day-to-day operations. Career highlights:Transitioned core GITOC operations offshore → ~90% cost reduction | Wipro Excellence AwardZero SLA breach record across all P1/P2 incidents under my ownershipScaled a 24/7 operations team from 7 to 20 engineers with full knowledge baseAutomated 15–20 operational tasks per quarter using Power Automate & PythonDelivered 40–50% Gross Margins across multiple enterprise projectsBeyond execution, I focus on building teams that prevent incidents — not just react to them. Whether through structured problem management, CSI initiatives, or smarter tooling via ServiceNow and Power BI, I look for ways to make service delivery better over time. M.Tech in Computing Systems & Infrastructure — BITS Pilani Open to: IT Service Delivery Manager · IT Operations Manager · Incident Manager · Problem Manager · ITSM Process Lead · IT Project Manager m••••••••@gmail.com |+91••••••••43

Experience

1. IT Service Delivery Lead

   Wipro

   Oct 2024 — Present · Coimbatore, IN

   Leading end-to-end IT service delivery and project operations for enterprise accounts with full ownership of Incident Management, Problem Management, Change Management, and SLA Governance across multi-vendor, hybrid environments. Accountable for service stability, client satisfaction, and continuous improvement across a 20+ member cross-functional team (onsite + offshore). Major Incident Management: Drive P1/P2 incident bridges and war rooms — coordinating cross-functional teams to restore service within SLA. Maintained a zero SLA breach record throughout tenure. Problem Management & RCA: Own end-to-end problem management — facilitating Root Cause Analysis (RCA) and Lessons Learned sessions, converting findings into corrective actions that reduce repeat incidents. Continuous Service Improvement (CSI): Lead CSI initiatives by identifying recurring failure patterns and driving process changes that measurably improve service stability. Change Management: Govern change advisory process ensuring risk-assessed, well-planned changes with minimal service disruption. Offshore Transition: Executed strategic transition of core operations offshore — ~90% cost reduction without compromising uptime. Recognised with the Wipro Excellence Award. Project Delivery: Delivered infrastructure and migration projects (IT/OT network segregation, hybrid cloud) achieving 40–50% Gross Margins through tight scope and commercial governance. Automation: Implemented 15–20 automation workflows per quarter using Power Automate and Python, reducing manual monitoring effort by 30% and cutting MTTR. Stakeholder Management: Own client reporting, governance reviews, and escalation management — delivering data-driven service updates via Power BI dashboards.Skills: IT Service Delivery · Incident Management · Problem Management · Change Management · SLA Governance · Root Cause Analysis · CSI · ServiceNow · Power BI · Power Automate · Stakeholder Management

Education

• Sainik School Amaravathinagar

  Higher Secondary

• BITS Pilani Work Integrated Learning Programmes

  Master of Technology - MTech

• Ramakrishna Mission Vidyalaya

  Bachelor of Science - BS, Computer Science