AMAL G NAIR
Summary
Experienced IT leader with over 20 years of expertise in production support, customer reactions management, business transitions, and service delivery. Proficient in seamlessly transitioning programs, aligning stakeholders, and mitigating risks. Leads project planning, creates business cases, designs target operating models, and assesses risks for global role migrations. Strong stakeholder management skills, liaising with legal, finance, compliance, and senior executives to ensure adherence to compliance standards, meticulous documentation, and successful IT transitions. Recognized for aligning IT strategies with business goals and maintaining operational efficiency. Skilled in cross-functional collaboration and providing weekly/monthly reports to senior management. Achieves project success parameters outlined in the business case while ensuring comprehensive documentation for future reference.
Overview
21
21
years of professional experience
4
4
Languages
Work History
Project Manager BaNCS MI
Tata Consultancy Services
01.2024 - Current
- Responsible for team supporting Exchanges, Clearing Houses, Depository and Payment services across 13 Countries
- Maintaining customer relationship
- Identifying opportunities for service improvement and upselling
- Estimation and finalization of efforts and cost for Change request and Upgrade efforts
- Owner of all Technical and Process Audits
- Resource management, Succession planning, Mentoring and grooming of resources
- Escalation manager for all the support activities
Transition Lead Global delivery
Kyndryl India Pvt ltd / IBM Global Delivery
10.2020 - 01.2024
- In the lead role for the Transition team, the individual manages Application & Service Introduction for Big 4 clients, overseeing customer relationships, SLAs, billing, and process improvement
- Manage Customer relationship
- SLA, Billing, Process Improvement, and reporting metrics
- Established a deliverable tracking repository, standardized transition efforts, and promoted Agile adoption, focusing on improving customer NPS scores
- This multifaceted role involves collaborating with internal and external clients to understand business requirements, executing project plans across various areas, and coordinating major company transitions
- The individual also analyzes change requests, conducts workshops, and ensures timely and budgeted transitions while providing company-wide guidance during unplanned changes
Transition Manager
EY GBS LLP (India)
09.2017 - 08.2020
- Led seamless transition of Applications to production environments
- POC for governance and leading Service now deployments
- Collaborated with TEEAS teams for effective service introduction
- New hire recruitment and Training
Team Lead Delivery and Business Operations
IBM
01.2010 - 08.2017
- Company Overview: GTS Cloud Transformation Services
- Coordinated ground level execution of Verizon Cloud Services to IBM transition
- Acclimatization and Transition of the team in IBM
- Devised and executed plans to make sure that the team can hit the ground running
- Implementation of Agile /Kanban for transitioned team
- Coordination of physical inventory transactions between Version and IBM after migration
- GTS Cloud Transformation Services
Technical Lead & Specialist Business Operations
Verizon Data Services India Pvt. Ltd.
10.2006 - 01.2010
- Managed check-in kiosk operations for American airlines, overseeing daily activities and team training
- Reduced alerts by 20% through process assessments and the implementation of SOPs
- Transformation of the ticketing System for improved transparency and efficiency
- Developed a Kiosk Alert App to enhance team coordination
- Ensured the security of sensitive information through tool masking
- Led competency assessments, development, and training initiatives
- In Specialist Business Operations role, implemented lead methodologies and Agile learning oversaw reporting, review meetings On-boarding, Facilities, Infrastructure & Asset Management
- Implemented an integrated new hire induction process, reducing on-boarding time
- Managed project budgets, collaborated on device standards, and streamlined onboarding/off-boarding processes
- Conducted Training Need Analysis and optimized training processes
Functional Specialist-Trainer
Sutherland Global Services
06.2005 - 09.2006
- Implemented solutions that reduced single points of failure and improved resolution rate from 72% to 79%
- Created awareness & continuous monitoring of issues managed by the Center; successfully reduced escalations for Procurement Tool support
- Coached and mentored the chat consultants to achieve and maintain the AHT, thereby achieving the Centre AHT as per the SLA
- Used methods such as Brainstorming Discussions for Fit & Gap Analysis to improve the Floor matrix; compared, evaluated, and listed remedial actions for every floor matrix (Resolution Rate, AHT, Customer Satisfaction Survey or Quality)
Application Engineer (TIER 2)
Slash Support
01.2004 - 05.2005
- Provided Level 2-3 support/problem determination and provided resolution for service incidents & queries on a 24x7 basis within the agreed SLA
Education
B.Sc. - Computer Science
University Institute of Technology, Kerala University
Project Management certification - undefined
XLRI Jamshedpur
Lean Six Sigma Black Belt - undefined
Exemplar global
Google Project Management Foundation - undefined
Project Management Professional (PMP) Certification - undefined
Skills
Business Service Transition
Education Certification
- Project Management certification, XLRI Jamshedpur, 2022
- B.Sc. (Computer Science), University Institute of Technology, Kerala University, 2004
- Google Project Management Foundation, 2023
- Lean Six Sigma Black Belt, Exemplar global, 2014
Learning In Progress
Project Management Professional (PMP), 06/25
Linkedin Profile
https://www.linkedin.com/in/amalgnair
Timeline
Project Manager BaNCS MI
Tata Consultancy Services
01.2024 - Current
Transition Lead Global delivery
Kyndryl India Pvt ltd / IBM Global Delivery
10.2020 - 01.2024
Transition Manager
EY GBS LLP (India)
09.2017 - 08.2020
Team Lead Delivery and Business Operations
IBM
01.2010 - 08.2017
Technical Lead & Specialist Business Operations
Verizon Data Services India Pvt. Ltd.
10.2006 - 01.2010
Functional Specialist-Trainer
Sutherland Global Services
06.2005 - 09.2006
Application Engineer (TIER 2)
Slash Support
01.2004 - 05.2005
Project Management certification - undefined
XLRI Jamshedpur
Lean Six Sigma Black Belt - undefined
Exemplar global
Google Project Management Foundation - undefined
Project Management Professional (PMP) Certification - undefined
B.Sc. - Computer Science
University Institute of Technology, Kerala University
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)
Arun VArun V
Program Manager at Tata consultancy services | Financial Ombudsman ServicesProgram Manager at Tata consultancy services | Financial Ombudsman Services
Naimish AgnihotriNaimish Agnihotri
Assistant Delivery Manager at Tata Consultancy Services, Global Shared ServicesAssistant Delivery Manager at Tata Consultancy Services, Global Shared Services
JOHN MARTIN LADINESJOHN MARTIN LADINES
Assistant Manager, Operations MI Analytics at Manulife Singapore Pte LtdAssistant Manager, Operations MI Analytics at Manulife Singapore Pte Ltd