Michael Diraviam Duraikannu
Nottingham,West Bridgford
Summary
Dynamic SAP Service Manager with expertise in service delivery and stakeholder engagement. Directs incident and problem management to ensure root-cause resolution and service performance. Delivers impactful service reviews and status updates, aligning technical and business teams for enhanced collaboration.
Overview
21
21
years of professional experience
Work History
SAP Service Manager (Boots)
Tata Consultancy Services
Nottingham
03.2020 - Current
- Owned SAP service delivery by coordinating support and change activities across teams.
- Directed incident and problem management to drive root-cause resolution.
- Accounted for release readiness by overseeing upgrades, patches, and planned changes.
- Governed stakeholder engagement by managing communication between business and technical teams.
- Accounted for service performance by presenting status updates, service reviews, and reports.
SAP Service Manager (Alliance Healthcare)
Tata Consultancy Services
Chennai
06.2019 - 03.2020
- Owned SAP knowledge transition to TCS from the existing vendor.
- Coordinated stakeholder confidence to stabilise service into steady state.
- Managed incident resolution and SLA compliance through active governance.
SAP Reporting Lead (Woolworths)
Tata Consultancy Services
Chennai
03.2014 - 03.2019
- Coordinated onshore and offshore teams to maintain reliable 24/7 support.
- Managed incident response against SLA standards to avoid breaches.
- Owned shift rota decisions to deliver dependable 24/7 coverage.
- Led customer engagement to translate needs into service delivery.
- Prioritised active listening to resolve requests and reduce customer concerns.
Associate
Cognizant Technology Solutions
Chennai
06.2010 - 03.2014
- Reduced downtime by delivering 24/7 production support across shift coverage.
- Improved production stability by monitoring batch failures and addressing incidents early.
- Prevented repeat incidents by resolving SLA breaches and installing permanent fixes.
- Supported successful releases by completing minor code enhancements with required testing.
- Improved customer service outcomes by aligning with onshore priorities and acting fast.
Associate
Atos
Pune, United States, Chennai
11.2005 - 06.2010
- Minimised disruption from batch failures by swiftly diagnosing and resolving issues.
- Enhanced deployment reliability through timely code fixes and successful testing processes.
- Created new jobs and programmes to meet specifications, ensuring customer satisfaction.
- Strengthened team capability by leading training for junior associates effectively.
- Supported client retention by maintaining active relationships through regular project meetings.
Education
Master of Science - information Technology
St. Joseph's College
Tiruchirappalli, Tamil Nadu, India01-2002
Bachelor of Science - Bachelor of Science
St. Xavier's College
Palayamkottai, Tamil Nadu, India01-1999
Skills
- Service delivery
- Service level agreement management
- SLA compliance
- Service performance
- Incident management
- Change management
- Problem resolution
- Stakeholder engagement
- Customer relationship management
- Project leadership
- Team coordination
- Risk mitigation
- Decision making
- Staff recruitment and retention
- Motivational leadership
Timeline
SAP Service Manager (Boots)
Tata Consultancy Services
03.2020 - Current
SAP Service Manager (Alliance Healthcare)
Tata Consultancy Services
06.2019 - 03.2020
SAP Reporting Lead (Woolworths)
Tata Consultancy Services
03.2014 - 03.2019
Associate
Cognizant Technology Solutions
06.2010 - 03.2014
Associate
Atos
11.2005 - 06.2010
Master of Science - information Technology
St. Joseph's College
Bachelor of Science - Bachelor of Science
St. Xavier's College