Emmanuel Jayaraj

About Emmanuel Jayaraj

A self-motivated professional with over 11 years of experience in ITIL service management & SIAMS professional in IT sector. process transitioning, client servicing. Proficient in managing and leading teams for running successful customer service operations and experience of implementing procedures, introducing changes for efficiency in business operations Highly competent in reducing escalations through effective implementation of proactive and creative solutions Functional skills : Incident Management & Process Management, ITSM (IT Service Management), Data Analysis and Reporting. Additional Skills: Effective Communication, Client Focus, Managing Change, Execution Excellence, Build Collaborative Relations.

Experience

1. Operations Manager

   Wipro

   Dec 2022 — Present · IN

   SIAM and CFS lead :Implementing the SIAM practice across the organization by leveraging existing tooling products to facilitate the homogeneous and consistent approachKey enforcer for the compliance against the agreed ITSM policies and processes by facilitating effective coordination with teams across the organizationEnsures timely updates with sufficient quality to any escalations /concerns, acts as an escalation focal point, identifies, and resolves conflict and bottlenecksHandle Dispute Management and Escalation Management to ensure smooth OperationsResponsible for SIAM service offerings, service design & implementation setup governance models and operationalize SIAM FrameworkResponsible for the design, implementation and maintenance of SIAM policies, processes, and proceduresExtraordinarily strong Influential relationship management skills with stakeholders, senior management, colleagues, 3rd party vendors and external partners/suppliersManage the transition and design of the SIAM organization to an operational state, including any required staffing, processes, and strategic directionWork with various stakeholders to onboard the different Service Management Functions and Modules and Integrate them through Service Now PlatformAnalyze, understand, and continuously manage interdependencies within the Service Providers for smooth OperationsIdentify potential risks proactively and highlight with respective stakeholders for timely mitigation.Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and track KPIs to initiate improvements.Setup required Governance to ensure process and operations performance is reviewed at various levels e.g, Operational resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.g, Daily, Weekly, Monthly, quarterly.

Education

• Bangalore University

  Bachelor of Commerce; B.E, Accounting

  2001 — 2004

• ST. ALOYSIUS school ,Bangalore

  Bachelor's degree, Accounting and Business/Management, A

  1998 — 1999