Pavitra Nataraj

About Pavitra Nataraj

With over 13+ years of experience in enterprise support and IT operations, I specialize in driving end-to-end service delivery for large-scale, high-impact environments. I started my career as an individual contributor and have grown into a leadership role where I manage teams, lead critical escalations, and partner closely with cross-functional stakeholders to ensure seamless IT operations aligned with business goals.In my current role at Amazon, I operate at the intersection of technology, operations, and business. I own service delivery outcomes for internal customers, ensuring high service quality, faster resolution of critical issues, and continuous improvement of user experience. I have led high-severity incident management, driving resolution across infrastructure, networking, and application teams while maintaining clear and structured communication with leadership and business stakeholders.A key focus area for me is using data to identify trends, reduce recurring issues, and improve operational efficiency. I have driven process improvements and automation initiatives that have enhanced service reliability and reduced manual effort. I am particularly passionate about leveraging emerging technologies, including AI, to optimize workflows and improve support outcomes at scale.Beyond operations, I bring strong stakeholder management and leadership capabilities, working effectively with engineering, product, and business teams across geographies. I am known for my ability to influence without authority, drive alignment, and deliver results in fast-paced, high-pressure environments.I am currently exploring opportunities where I can contribute as a strategic operations leader, driving service excellence, scaling support functions, and enabling businesses through efficient, reliable, and innovative IT solutions.

Experience

1. Technical Operations Manager Ii

   Amazon Web Services (AWS)

   Nov 2024 — Present

   Supervised and led a diverse team of 20+ support engineers, fostering collaboration and inclusivity.• Manage the day-to-day operations of the shift, ensuring the team is staffed and SLA commitments are met.• Drive personnel management ensuring the engineers have what they need to provide best-in-class support.• Participate in hiring process to hire and build team of Support Engineers in India.• Influence Sr. Support Engineers and development teams to improve the customer support experience.• Propose, drive, and implement initiatives within the support organization to maximize the customer support experience.• Managing the engineers in the team effectively to keep their focus on the customers as well as develop their own career.• Handle escalations and guide engineers to the proper teams by diving deep into the problem.• Drives effective business and technical discussions.• Take care of governances like WBR, MBR and QBR• Collaborate with senior leadership and cross-functional teams.

Education

• NIE

  Bachelor of Engineering (BE)

  2008 — 2012