Pavitra Nataraj — Operations Associate

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.

Stackforce AI infers this person is a strategic operations leader in IT services, focusing on service excellence and operational efficiency.

Location: Bengaluru, Karnataka, India

Experience: 13 yrs 6 mos

Skills

Team Leadership
It Service Management
Itil Process
Project Management
Customer Satisfaction
Change Management
Technical Support
Customer Service
Etl Support

Career Highlights

Over 13 years in enterprise support and IT operations.
Expert in driving end-to-end service delivery.
Passionate about leveraging AI for operational efficiency.

Work Experience

Amazon Web Services (AWS)

Technical Operations Manager II (1 yr 6 mos)

Accenture

Associate Manager (3 yrs 2 mos)

HCL Technologies

Technical Lead (2 yrs)

CGI

Senior Support Analyst (6 mos)

Infosys

ETL support engineer (6 yrs 4 mos)

Education

Bachelor of Engineering (BE) at NIE

Pavitra Nataraj

Operations Associate

Bengaluru, Karnataka, India13 yrs 6 mos experience

Highly Stable

Key Highlights

Over 13 years in enterprise support and IT operations.
Expert in driving end-to-end service delivery.
Passionate about leveraging AI for operational efficiency.

Stackforce AI infers this person is a strategic operations leader in IT services, focusing on service excellence and operational efficiency.

Contact

Skills

Core Skills

Team LeadershipIt Service ManagementItil ProcessProject ManagementCustomer SatisfactionChange ManagementTechnical SupportCustomer ServiceEtl Support

Other Skills

CollaborationPerformance ManagementMentorshipCritical ThinkingProblem SolvingSQLAmazon Web Services (AWS)Cloud ComputingCloud ServicesCloud InfrastructureCustomer Relationship Management (CRM)Customer ExperienceCustomer RetentionFRSLATTR

About

Experience

13 yrs 6 mos

Total Experience

3 yrs

Average Tenure

1 yr 6 mos

Current Experience

Amazon web services (aws)

Technical Operations Manager II

Nov 2024 – Present · 1 yr 6 mos

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.

Team LeadershipCollaborationPerformance ManagementMentorshipIT Service Management

Accenture

Associate Manager

Aug 2021 – Oct 2024 · 3 yrs 2 mos

Lead and manage a team of 10+ data analysts and engineers, overseeing the delivery of support services for client.
Successfully overlooking support projects, ensuring high-quality and timely resolution of incidents, service requests and problems.
Develop and implement support methodologies, processes and best practices to enhance team efficiency and customer satisfaction.
Making sure there is no SLA misses in case of failures. When there is a failure in batch, quickly take appropriate action on it.
Provided rotation-based 24x7 coverage, including weekends and holidays, on an on-call or rostered shift basis.
Presenting the team in high severity calls with MIM and other technical and business teams.
Performed fixes to jobs according to the Run book.
Co-ordinating efficiently among different technology teams for getting incidents/failures fixed within the SLA.
Maintain monthly rota for the team for on- call support.
Prepare weekly highlights, monthly highlights to be presented to the clients and senior management.
Transformed complex business operations into a seamless system, boosting productivity by 25%
Oversee the implementation of change management processes, ensuring smooth and controlled deployment of system changes and minimizing disruptions to client operations.
Establish and maintain strong relationships with clients, acting as the primary point of contact for project updates, escalations and issue resolution.

ITIL ProcessCritical ThinkingProblem SolvingProject Management

Hcl technologies

Technical Lead

Aug 2019 – Aug 2021 · 2 yrs

Received and analyzed support tickets/incidents from clients or end-users. Identified the root cause of the issue and provided timely and accurate resolutions. Escalated complex issues to appropriate teams or higher-level support.
Investigated recurring or systemic problems, performed root cause analysis and collaborated with other teams to implement long-term solutions or workarounds to prevent future incidents.
Interacted directly with clients or end-users, demonstrating strong customer service skills to understand their needs.
Effectively communicated technical information and provided guidance or assistance in using the product or system.
Maintained accurate documentation of support processes, troubleshooting procedures and resolutions in knowledge base systems. Updated support articles and user guides to improve self-service support resources.
Achieved measurable improvements in team productivity and morale through effective leadership and support-focused initiatives.
Implemented streamlined support processes and procedures, optimizing workflow efficiency and reducing resolution times.
Proactively addressed challenges and roadblocks, ensuring the smooth operation of support services.

ITIL ProcessCritical ThinkingProblem SolvingTechnical SupportCustomer Service