Midhun Nair

• Spearhead the end-to-end implementation of enterprise-level SaaS solutions for clients, ensuring alignment with project objectives and customer expectations.
• Develop and manage project plans, timelines, and deliverables while coordinating with cross-functional teams, including Product, Engineering, and Sales.
• Leading and mentoring a team of Implementation Engineers, driving adoption of industry best practices in project management.
• Facilitate regular status meetings with stakeholders to track progress, identify risks, and implement mitigation strategies, ensuring 100% on-time project delivery.
• Oversee the creation of project documentation, including scope definition, implementation checklists, and post-go-live support processes.
• Optimize workflows and drive continuous improvement initiatives, reducing implementation time by 25% and enhancing customer satisfaction.
• Manage a portfolio of 9 simultaneous projects, delivering implementations across diverse industries such as BFSI, Healthcare & Support & Services.
• Successfully led a $ 300k implementation for a key client, improving operational efficiency and achieving a 60% increase in user adoption.

• Identify, launch, and execute programs to drive improvement in process, efficiency and quality for the Operations organization to achieve Operational goals.
• Manage and implement program management best practices – including but not limited to status reporting, governance, integrated project plan tracking, and change management.
• Coordinate all project inputs with several functional/technical directors, managers, project core teams, and project staff to formulate appropriate project tools, processes, and methodologies.
• Providing leadership, responsibility and management of UAT development and execution with a focus on strategic testing processes and procedures.
• Coordinate Testing across multiple stake holders - Production, Content Setup, BI, Dev QA
• Develop business case and key measures of success for each program.
• Coordinate with Dev to prioritize and assign Jira request to Patches/Hot fixes
• Communicate program status, issues, and risks with all levels of leadership.
• Created and maintained operational policies, procedures, and processes for effective program operations.
• Work with engineering and PM peers to foster a climate of collaboration, accountability and result.
• Provided guidance and direction on operational decisions to support organizational goals.
• Contributed to corporate strategy initiatives management across teams through accountability, communication and reporting.
• PI planning, SAFe Agile methodologies.
• Have hands on experience with Miro, Smartsheet, FreshService, Jira, Confluence, Jira Align and Power BI.
• Aid the team on Scrum/Agile best practices and processes, including: Daily stand-up meetings and triage of defects, and Sprint planning, backlog grooming, and retrospectives.
• Navigate highly matrixed organization to commit to deliverables, due dates, and clear accountability for action follow up.

Responsible and accountable for strategic and tactical reporting on strategic & operational goals for product development, quality, cost and delivery, tracking efficiency, optimizing and driving engineering excellence across all Business Unit. Collaborating with Engineering function to help them track and manage quality of service delivery, engineering efficacy, striving for best in class products and business practices to deliver to the customers expectations. Responsible for enterprise reporting of product and portfolio performance to executive stakeholders.

• Assist managers in maintaining product vision and roadmaps, managing the Resource allocation, Knowledge Management, Ideation, program risks and issues as well as implementing the best practices across product lines.
• Track and report key performance indicators across all areas of the Engineering function to ensure that all the projects are delivered within cost and on time to the highest quality standards.
• Developed and implemented PMO governance processes, policies and standards.
• Created project plans, schedules and tracked progress against those plans.
• Provided direction to project teams on the use of PMO best practices, tools, templates and methodologies.
• Analyzed data from multiple sources to identify trends and opportunities for improvement.
• Maintained a repository of project documents including scope statements, change requests, status reports.
• Prepared weekly, monthly, quarterly reports highlighting key achievements, areas of concern and recommended actions.
• Provided coaching and mentoring support to junior PMO staff as required.
• Actively participated in continuous improvement initiatives within the organization.
• Organized training sessions for new hires on PMO processes and procedures.
• Generated ad hoc analysis as needed by senior management and other stakeholders.
• Partnered with department directors for key process improvements.
• Developed and updated project plans to document objectives, technologies, schedules and funding.

• Manage intra-day scheduling across IT using WFM systems by executing established processes.
• Utilize system for intra-day schedule optimization.
• Provide Headcount sizing analysis to all the teams to give a brief about surplus and deficit against SOWs.
• Monitor immediate call volume and performance trends that can assist in adjusting overstaffed and under staffed skillsets; assigning work based on Agent availability along with scheduling changes.
• Monitor daily and interval service level performance using real-time call queue monitoring software.
• Observe & monitor closely call metrics against thresholds established by the Leadership.
• Monitor scheduling adherence, make immediate changes based on staffing request/requirements.
• Execute daily, weekly, quarterly, and yearly WFM forecasting to support business needs/call trends.
• Notify Leadership on attendance, performance, and productivity issues through data analysis.
• Provide reporting deliverables that highlight whether Agents are meeting, exceeding or failing to reach productivity thresholds.
• Track and report schedule adherence while notifying Operations Leaders of any issues impacting department service level.
• Provide daily debriefs to Operations Leadership detailing previous day performance along with known factors impacting service level (e.g. absenteeism, adherence, shrink, system issues, etc.).
• Collaborate with Operations Leadership to support best practices for overall departmental success. Maintain a 4-week rolling forecast with VERINT I-360.
• Continue to be informed on new and existing ITSD employees with policies, procedures, and standards.

• Staffing and Scheduling of employees for the account by forecasting the volume with the Volume Trend Analysis.
• Perform the Time trackers for Agent Login, Training hours, Shift Roster & Absenteeism, and for the Efficiency & Tenure.
• Perform periodic reviews (weekly/forth nightly) reviews on all deliverables with all stake holders/ Operations Teams.
• Creating, integrate & modifying the dashboards using BI tool.
• Ensure self-availability, ownership & timely coordination in all activities.
• Ensure regular engagement with Operations and Support Teams and build a strong network.
• Optimize use of tools/technology and workforce management techniques to improve efficiency and effectiveness of supported accounts.
• Deliver ad-hoc requests within agreed time lines.
• Share & implement WFM best practices to optimize productivity.
• Perform Cost per Ticket & Re-Open Ticket Analysis.
• Analysis on Repeated issues and to come with a reduction plan.
• Analysis on Customer satisfaction & Dissatisfaction to improve the Quality of services offered.
• Agent Utilization report & performing the monthly and yearly stacks for Agents performance review.
• Multiple Regional Stakeholder Dashboards to be published within the agreed time lines.
• Exposure on SWOT Analysis, Problem Management & ITIL concepts.
• Extensive use of CMS AVAYA for the analysis & dashboards.
• Hands on experience on Vendor Management along with knowledge on SOW.
• Self-sufficient in building new reports & dashboards based on the Management's requirement.

• Perform Scheduling of agents for the entire account & managing a Team of 10 -15 employees.
• Have extensively used Aspect eWFM for Forecasting, Scheduling, Schedule Adherence management and all other Workforce Management Jobs.
• Focal point for all e-Schedule Planner tool related issues and implementation.
• Experience in WFM Analysis by extrapolating data and communicating to Operations teams & senior management in an effective way.
• Have hands on experience with Aspect eWFM tool, CMS Avaya, Sage reporting tool using Hyperion brio, MS Excel, and other MS office applications
• Knowledge of all phases of Workforce management FTE Sizing, Forecasting, Scheduling, RTA, and Resource & Capacity planning.
• Good analytical, troubleshooting, organizational, communication, prioritization and problem solving skills with ability to create and sustain high work tempo; Possess good Relationship management and Team management skill.
• Maintaining high Stakeholder and Employee Satisfaction by building statistical models or adapt existing ones to meet requirements of the organization.
• Provide RCAs, 'What-If' simulations and Impact Analysis on need basis.
• Perform periodic reviews (weekly/forth nightly) reviews on all deliverables with all stakeholders/ Operations Teams.
• Ensure self-availability, ownership & timely coordination in all activities.
• Ensure regular engagement with Operations and Support Teams and build a strong network.
• Initiate and participate in continuous improvement projects in the team.
• Collaborate across multiple teams from Delivery and Support functions.
• Optimize use of tools/technology and workforce management techniques to improve efficiency and effectiveness of supported accounts.
• Deliver ad-hoc requests within agreed time lines.
• Share & implement WFM best practices to optimize productivity.
• Adhere to all quality and processes of the team.