Summary
Overview
Work History
Education
Skills
Achievements And Awards
Timeline
Generic
Ketan Jaiswal

Ketan Jaiswal

London

Summary

Strategic and technically adept Service Delivery Manager & Application Support Technical lead with over 14 years of experience leading complex IT service delivery, application support, and technical operations across pensions, insurance, telecom, and engineering domains. Proven expertise in managing global support teams, delivering managed service transitions, driving ITIL-based governance, and aligning IT operations with business objectives. Skilled in Oracle PL/SQL, SQL performance tuning, Unix Shell Scripting, Azure, Informatica, and ServiceNow. Recognized for operational excellence, SLA compliance, stakeholder engagement, and continuous service improvement across high-availability platforms.

Overview

14
14
years of professional experience

Work History

Service Delivery Manager / Technical Lead

Tata Consultancy Services
08.2019 - Current
  • Company Overview: Leading global IT services, consulting, and business solutions organization.
  • Spearheaded the transition of legacy application support for policy and client servicing platforms into a governed Managed Service model, ensuring zero disruption and 100% SLA adherence.
  • Lead a 50+ member global support team in a hybrid onshore-offshore model across UK and India, managing daily operations, incident management, performance tuning, and process optimization.
  • Act as SPOC for senior stakeholders (IT Heads, Product Owners, Governance) across business and technology teams, ensuring strategic alignment and trust.
  • Drove technical enhancements using Oracle PL/SQL, Unix Shell scripting, and SQC, significantly improving batch job performance and data processing times.
  • Delivered 35% reduction in recurring P1/P2 incidents through robust RCA, PIRs, and proactive monitoring via ServiceNow, Splunk, and SolarWinds.
  • Oversaw DR and BCP implementations, capacity planning, and audit readiness, achieving a 100% compliance record.
  • Leading global IT services, consulting, and business solutions organization.

Oracle & MySQL Developer

Tata Consultancy Services
02.2017 - 07.2019
  • Company Overview: Leading global IT services, consulting, and business solutions organization.
  • Developed and optimized complex PL/SQL and MySQL procedures supporting enterprise-wide oil and gas reporting systems.
  • Automated batch processing and data migration scripts, reducing manual intervention by 60%.
  • Integrated Salesforce CRM and MySQL via Informatica PowerCenter, enhancing reporting capabilities across business units.
  • Tuned SQL queries and reporting pipelines, improving performance and response time by 40%.
  • Ensured data integrity and compliance in regulatory reporting through robust validation and transformation logic.
  • Leading global IT services, consulting, and business solutions organization.

BI Reports Developer

Tata Consultancy Services
11.2016 - 01.2017
  • Company Overview: Leading global IT services, consulting, and business solutions organization.
  • Designed high-impact BI reports using Oracle 9i and Teradata to support telecom operations.
  • Reduced reporting latency by over 30% through SQL query optimization and use of materialized views.
  • Partnered with Tableau developers to design visual dashboards, increasing accessibility and decision-making speed.
  • Enhanced data quality and consistency across multiple business systems via structured KPI analysis and validation.
  • Leading global IT services, consulting, and business solutions organization.

Team Lead / Oracle Developer

Tata Consultancy Services
04.2012 - 10.2016
  • Company Overview: Leading global IT services, consulting, and business solutions organization.
  • Led a technical team of 10+ supporting telecom billing and messaging operations for India's West Zone.
  • Reduced legacy batch process time from 72 hours to 2 hours using PL/SQL optimization-recognized with an 'On-the-Spot' award.
  • Implemented health monitoring and alert scripts, enabling proactive support and issue prevention.
  • Supported monthly billing cycles, DR setups, L1-L3 ticket management, and stakeholder reporting.
  • Delivered 25,000+ man-days of training, earning the 'Star Team' award for excellence in knowledge transfer.
  • Leading global IT services, consulting, and business solutions organization.

Tester

ConAgra Foods Inc.
07.2011 - 11.2011
  • Company Overview: A major American packaged foods company.
  • Executed system, GUI, and functional testing and created reusable QTP automation frameworks.
  • Reduced test cycle time and increased test accuracy through automation of regression scenarios.
  • Collaborated with developers and analysts to ensure alignment with business requirements and functionality.
  • A major American packaged foods company.

Education

Bachelor of Engineering (B.E.) - Computer Science

Sri Siddhartha Institute of Technology (SSIT)
01.2010

Higher Secondary (XII Std) -

National High School
01.2004

Secondary School Certificate (X Std) -

South Point High School
01.2002

Skills

  • ITIL Service Management
  • Managed Services Transition
  • Governance
  • SLA Management
  • KPI Management
  • Major Incident Handling
  • RCA Handling
  • Oracle PL/SQL
  • SQL Server
  • Unix Shell Scripting
  • Azure
  • Informatica
  • Stakeholder Engagement
  • Vendor Engagement
  • Cross-functional Team Leadership
  • Automation
  • Monitoring
  • ServiceNow
  • SolarWinds
  • Splunk
  • DevOps
  • Agile
  • Waterfall SDLC
  • BCP/DR Planning
  • Performance Optimization
  • Audit Compliance
  • MySQL
  • Teradata
  • Dollar Universe
  • Informatica PowerCenter
  • PL/SQL Developer
  • Putty
  • Batch Scheduling
  • Linux
  • Windows
  • Data Warehousing
  • BI Reporting
  • ETL
  • IRB

Achievements And Awards

  • Multiple 'On-the-Spot', 'Star of the Month' and 'Star Team' awards for technical excellence and project delivery.
  • Recognised for 97% reduction in legacy process execution time, improving SLA and system availability.
  • Contributed to successful IT audits with zero non-compliance through strong process control and governance.
  • Commended by clients and stakeholders for proactive service improvement and technical leadership with a track record of customer satisfaction index over 95% throughout.

Timeline

Service Delivery Manager / Technical Lead

Tata Consultancy Services
08.2019 - Current

Oracle & MySQL Developer

Tata Consultancy Services
02.2017 - 07.2019

BI Reports Developer

Tata Consultancy Services
11.2016 - 01.2017

Team Lead / Oracle Developer

Tata Consultancy Services
04.2012 - 10.2016

Tester

ConAgra Foods Inc.
07.2011 - 11.2011

Bachelor of Engineering (B.E.) - Computer Science

Sri Siddhartha Institute of Technology (SSIT)

Higher Secondary (XII Std) -

National High School

Secondary School Certificate (X Std) -

South Point High School

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Ketan Jaiswal