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Muddan Thyagaraj

IT Leader | Service Delivery & Operations | Program Management| ITSM & ISO/IEC 20000 | Application & Infra Transformation | Digital Platform

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About
With over 16+ years of experience in business analysis and IT transformation, I specialize in aligning complex business needs with scalable, cost-efficient technology solutions. I’ve successfully delivered remote, cross-functional projects for clients in the Oil & Energy, Telecom, BPO, and BFSI sectors, working across time zones and managing stakeholder expectations with clarity and precision. As a certified ITIL v4 professional with a background in Agile, Waterfall, and hybrid delivery, I bring the best of structured analysis and flexible collaboration. My toolkit includes requirements elicitation, process mapping, solution evaluation, and data-driven decision-making—all key to delivering impact in remote environments. I’ve led: API modernization projects saving $2M+ AI-based workflow automation reducing turnaround by 30% Cloud migrations with zero service disruption I also leverage AI tools and digital platforms to improve requirement gathering, stakeholder communication, and traceability. ✅ Available for remote collaboration ✅ Proven experience with global teams ✅ Immediate value through domain knowledge + delivery maturity Let’s work together to translate your business goals into actionable outcomes—efficiently, remotely, and confidently.
Experience
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Shell Energy
Jun 2017 – Mar 2025
Bengaluru
Technical Services Integration IT Operations
• Delivered On-premise & cloud-enabled services to downstream businesses across US, EU, and APAC, maintaining 99.95% service uptime. • Built trusted relationships with executive sponsors and aligned product roadmaps to business outcomes, supporting transformation and governance in hybrid cloud environments. • Led and facilitated Quarterly Business Reviews with strategic business, synthesizing performance insights and championing cloud service transformation based on business needs. • Established dashboards and KPI-driven metrics, allowing proactive engagement and faster resolution of service issues. • Reduced operational risk and enhanced user experience by embedding ITSM best practices (ServiceNow, Moogsoft) aligned processes, driving cross-team ownership of SLAs and success metrics. • Spearheaded continuous improvement initiatives, refining service catalogue and playbooks to scale customer success management across global teams. • Managed vendor negotiations and contract optimization, achieving 10% cost reductions in cloud infrastructure services. • Developed KPI-driven dashboards, leveraging data analytics for strategic IT decision-making.