Pal Natarajan

About Pal Natarajan

With over 15 years of experience as a technology executive, I lead global teams to deliver customer-centric solutions that optimize performance and drive growth. As the VP of Technology Customer Experience at FIS, I oversee the technology operations and transformation for more than 600 products across various business segments, such as banking, merchant payment, and capital markets.I am passionate about enhancing customer experience and satisfaction, and I excel in IT Service Management (ITSM), Site Reliability Engineering (SRE), and Artificial Intelligence (AI) functions. By implementing an AI platform that correlates alerts from multiple monitoring tools, I reduced incidents and customer impacts significantly. I also champion customer escalations and influence technology improvements across product development, platform support, network, and infrastructure. Previously, I founded a startup and developed a cutting-edge SaaS product for the financial services industry, utilizing advanced technologies like Natural Language Processing and AI. I also led the customer success and P&L for the Americas region at Zensar Technologies, growing the business 23% YOY through effective delivery transformation. I have a proven track record of driving innovation and strategy that fuel groundbreaking products and services. My expertise spans digital transformation, machine learning, data and analytics, enterprise IT operations, sales, marketing, and general management. By leveraging these skills, I create comprehensive strategies that maximize top- and bottom-line performance. I am dedicated to operationalizing businesses, strengthening their market position, and driving sustainable outcomes.

Experience

1. Vice President, Technology Customer Experience

   FIS

   Sep 2020 — Present · San Francisco, CA, US

   As Head of Technology Customer Experience, I lead a global team of resources to transform and deliver customer delight for over 600+ technology platform/products across our Banking Solutions, Merchant payment solutions and Capital Markets business segments. As an Executive, I:• Lead customer escalations and deliver solutions by influencing technology improvements across various functions, such as product development, platform support, network and infrastructure. • Designed and implemented an AI platform which does incident correlation by combining alerts from various monitoring tools to enable early detection and resolution of incidents, resulting in reduced incidents and customer impacts.• Championed data-centric operations and incident avoidance initiatives across all technology functions, reducing incidents and proactively addressing customer needs.• Developed and implemented ITSM operations strategies with a strong focus on enhancing the overall technology customer experience, resulting in improved client satisfaction and loyalty.• Drove disaster recovery exercises (DRE), ensuring technology resilience and minimizing customer disruptions during unexpected events or incidents.

Education

• Indian School of Business

  Executive Leadership Development, Strategic Thinking and Innovation

• Annamalai University

  BE, Computer Science & Engg

Skills

• Consulting
• Change Management
• Vendor Management
• Cross-Functional Team Leadership
• Project Portfolio Management
• Oracle
• Cloud Computing
• Program Management
• IT Strategy
• Software Project Management
• Enterprise Software
• Enterprise Architecture
• Management
• Saas
• Start-Ups
• Business Process
• Leadership
• Business Intelligence
• Strategy
• Pre-Sales
• Sdlc
• Solution Architecture
• IT Management
• Partner Management