Pallavi Selvaraj

• Collaborate with business/product owners to understand/influence business requirements
• Manage multiple short term & long-term projects from IT Infrastructure and Application development function
• Global Protect Project implementation
• Develop detailed project plans to monitor and track progress
• Manage changes to the project scope, project schedule and project costs.
• Detail out time, cost & effort estimation as part of project planning
• Ensure resource availability and allocation
• Proactively identify risks and mitigate the same
• Trigger periodic communication on the status and milestones achieved to project stakeholders
• Report and escalate to management as needed
• Identify gaps between established standards and proposed solutions, and follow the exception/waiver process as needed
• Ensure project deliverables are delivered on-time, within scope and within budget
• Track project performance, specifically to analyze the successful completion of short and long-term goal.

• Managed a team of 100+ that generated incremental of $5 mn value to the team every month
• Defining project scope. Gathering project requirements.
• Directed all phases of multiple infrastructure projects in complexity and size
• Managed project in compliance with PMO standards and assisted with creating standards
• Lead cross-functional teams from project scope definition through implementation
• Responsible to design and deploy processes and drive Transition and Transformation End to End Infrastructure Service Delivery
• Drive Innovation and Service Improvements
• Drive and provide assurance on End to End Service Level Management
• Provide Assurance through appropriate process controls for seamless Service Delivery
• Led the implementation and support of delivery Excellence Framework for strategic customers - The framework delivers Operational Excellence through improved Customer Experience Management, effective process rigor by adopting ITIL best practices and adherence to Quality Management System
• Enhance customer experience by driving Customer Satisfaction & Manage escalations - Analyze feedback and identify improvement actions with project teams and drive actions to closure
• Drive BU level initiatives on Delivery Risk Management, Service Quality and other key CIS and organization level initiatives.
• Involved in hiring process and responsible to onboard rightly skilled resources into the team.
• Involve and support the Validation, Qualification, Solution Design and Win Stages of the Deal Pursuit Lifecycle (Deal to Operate/Service Delivery) including RFI/RFP Responses/Deliverability Assessments, New logo due diligence for various End-to-End deals across different geographies.
• Providing Delivery Assurance working along with large deals team to ensure Delivery commitment
• Drive End to End Risk Management and participate in Executive Risk reviews
• Delivery Assurance to customers during project Lifecycle right from transition by showcasing commitment through Delivery organization
• Responsible for Client Visits to showcase Delivery Excellence levers and capabilities
• Cross pollination of best practices

• Promoted to project manager role to plan, schedule and execute all stages of enterprise software, hardware, and system implementations.
• Assessed business implications for each project phase and monitored progress to meet deadlines, standards, and cost targets.
• Excelled in guiding the work of technical teams.
• Articulated project goals and scope translated business needs into technical terms, prepared detailed work breakdown structures (WBS) and instilled shared accountability for achieving project milestones.
• Resolved numerous project issues including staffing shortages, tactical matters, scope creep and divergent business and user needs.
• Excellent communicator: leverage technical, business, and financial acumen to communicate effectively with client executives and their respective teams.
• Distributing information to project team members.
• Writing up cost estimates for a project.
• Keeping senior project managers always informed.
• Outlining the proposed work, materials and equipment required to complete assigned tasks.
• Implementing safety programs.
• Identifying issues and problems with the scope and progress of a projects.
• Assist with monthly billing and receivables.
• Providing timely resolution to unforeseen problems.
• Providing administrative support.
• Communicating project concerns to senior managers.

• Company Overview: Contractor through Magna
• Reported with the customer as focal point for all major incidents; rendered technical direction & coordinated resolver groups.
• Collated and compiled inputs to the Problem Management Process and RCA preparation
• Analyzed clients’ organizational structure & infrastructure environment; drove group chats to bridge GAP for resolve incidents.
• Identified conflict situations and led incidents for third parties over quick resolution of incidents.
• Gauged escalation matrix to acquire appropriate level of focus from technical teams and management.
• Steered end-to-end process management & mentored members to maintain deliverables as per SLA.
• Offered prompt resolution to escalated issues, communicated status & resolution options
• Contractor through Magna

• Company Overview: Contractor through Alchemy Solutions
• Acted as focal for Business Control Documents including process, procedure and work instructions updating; drafted critical Sev1 Reports, DMH, KPI and WMT
• Conducted Host Weekly Call to discuss the challenges, issues, highlight & lowlights; managed recovery of critical incidents affecting IBM & Customer accounts
• Recovered the IBM owned incidents resolved by third party in coordination with DPE and SDM
• Identified critical incidents, coordinate resources to expedite the recovery; provided real time communication of plans to IBM, Customers and Service Management Team
• Successfully executed: Appropriate steps are executed for the duration the critical incident exists
• Notifications and escalations as defined in the Standard Recovery Management Process
• Led operations as SPOC for critical incidents from Operation/Help Desk who monitors critical applications and URLs
• Updated the necessary information in tool for management updation about incident using Maximo Management Tool
• Conducted initial assessment of categorization and prioritization for reported incidents.
• Significant role in escalating incidents & adhered to the TAT by assigning to individual/groups; managed: Hierarchical Escalation to Incident Management Team, Functional Escalations as & when required
• Contractor through Alchemy Solutions

Growth Path

Jun’06 to Apr’08 : Technical Support Engineer – Laptop Support

Apr’08 to Oct’09 : Technical Support Engineer – Printer Support

Oct ’09 to Dec’12 : Technical Consultant – Industrial Standard Servers

Dec’12 to Jul’14 : Technical Consultant: Incident Management and Change Management