Open to opportunities

Pavitra Selvaraaj

@pavitraselvaraaj

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Infrastructure service delivery leader with 14+ years ensuring SLA stability through ITIL, major incidents, and CSIs.

India

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What I'm looking for

I’m looking to lead IT infrastructure service delivery and command center operations—driving Enterprise Stability, SIPs, and major incident governance. Ready to join immediately and deliver operational resilience in mission-critical banking environments.

I’m a service delivery and infrastructure stability leader with 14+ years of experience across corporate and investment banking. I own end-to-end command center performance, govern Major Incident Management (MIM), and drive Enterprise Stability with a strong ITIL Expert approach supported by Agile (CSM) and PRINCE2 practices.

In my current role with CITI Chennai CSIPL, I consistently achieve 98%+ SLA compliance while improving operational efficiency—reducing manual incident creation by 40% and cutting incident recurrence by 20% through SIPs, stability reviews, and continual service improvement. Previously, I led Enterprise Stability Reviews and weekly forums that improved infrastructure stability by 25%, and I automated redundant problem management tasks to reduce manual effort by 50%.

I’m known for mentoring high-performing teams and strengthening governance in regulated environments—embedding risk and compliance through CAB/ECAB processes, vendor governance, and remediation planning. I’ve also led transformation and delivery work as a Scrum Master and program/project leader, including delivering multiple IT transformation programs 100% on time and within budget, and managing infrastructure/datacentre migration programs with budgets exceeding $30M.

Experience

Work history, roles, and key accomplishments

Vice President - Infra Sr Mg

Citi Chennai CSIPL

May 2023 - May 2026 (3 years)

Own end-to-end service delivery and Command Center performance for the assigned line of business, driving 98%+ SLA compliance and enterprise stability. Leads service improvement plans, stability reviews, weekly stability forums, and major incident management while strengthening governance, risk/compliance, and vendor mentoring.

Service Delivery Command Center Operations SLA Service Improvement Planning Major Incident Management Weekly Stability Forums IT Governance Risk Management Compliance Vendor Governance Knowledge Management

Assistant Vice President - Analyst

Citi Chennai CSIPL

Jun 2021 - May 2023 (1 year 11 months)

Led enterprise stability reviews and weekly forums to identify and implement improvements that increased overall infrastructure stability. Automated problem-management tasks to reduce manual effort and strengthen governance through briefing papers.

Enterprise Stability Reviews Service Stability Forums Automation Problem Management Governance Briefings

Senior Consultant – Cyber PPMO

EY GDS Bangalore

Feb 2020 - Jun 2021 (1 year 4 months)

Managed full lifecycle IT transformation programs using Waterfall and Agile delivery, ensuring on-time and within-budget delivery. Served as Scrum Master, facilitating ceremonies, managing RAID, and supporting executive reporting for senior stakeholders.

Program Management IT transformation Waterfall Agile Scrum Master RAID Management Executive Reporting Stakeholder Management

Senior Advisor – Project Manager

Dell EMC

Oct 2018 - Feb 2020 (1 year 4 months)

Directed infrastructure and datacentre migration programs, overseeing large budgets and delivering across global banking clients. Managed projects for converged and hyper-converged infrastructure deployments, including VxRail and data protection, from requirements through change management, documentation, reporting, and handover.

Infrastructure Migration Project Management Program Management Budget Management Hyper Converged Infrastructure Data Protection VBlock Documentation Reporting Stakeholder Management

Change Consultant

Infrasoft Technologies - Citi CSIPL

Jun 2017 - Oct 2018 (1 year 4 months)

Designed and executed CAB/ECAB governance processes with senior stakeholders, embedding risk controls and compliance frameworks. Reduced change-related incidents and improved recovery and operational resilience through remediation planning and stability reviews.

CAB ECAB Governance Change Management Risk & Controls Incident Reduction remediation Operational Resilience

Technical Lead - Service Delivery

Cognizant Technology Solutions

Feb 2012 - Jun 2017 (5 years 4 months)

Delivered ITIL-based service level management and digital asset support for global clients, supporting consistent SLA adherence. Achieved 96%+ CSAT scores across projects.

ITIL Service Level Management SLA