REMYA NAIR
Bengaluru
Summary
Achievement-driven Professional targeting assignments in Program & Project Management and Service Delivery Management with a leading organization of repute preferably in Bengaluru
PMP, CSM and ITIL v4 & v3 Foundation Certified Professional offering over 19 years of rich and qualitative experience in Program & Project Management, Transition & Transformation and Infrastructure Support and Delivery Management. Currently working as Senior Manager – Transitions and Transformation, supporting various geographic clients in NA, EMEA and APAC Projects. Exhibited leadership in managing the entire transition functions right from scratch including, solutions for RFP’s, project initiation, project planning, resource deployment, performance monitoring, key metrics development, cost optimization and stakeholder reporting. Managed PMO team with key focus on enabling PMO resources and performing their performance review to develop to be Project Manager. Handled team performance review and measured KPI for the career progression and development. Provided regular feedback and helped team members with corrective measures. Experience in working on tools like Service Now, IT SHOP, OPS Vega, Remedy, Wintel Portal, Right Answers & Wiki (Knowledge Base), Asset Web, X500, Safe Word, SharePoint, Knowledgebase, Service Level Management Tool, ITSM, MS Visio & MS Project. Recognized for value additions & key contributions across career through innovative & transformation initiatives in ensuring smooth service delivery, cost savings, quality, and operational improvements. Led delivery frameworks and new technology implementation projects for streamlining related activities as per quality standards Expertise in Program and Project Management, UAM Process, Service Desk Processes like Service Request, Incident Management, ILC (Incident Life Cycle) and Client Management; experience in creating Process Maps, Desktop Procedures, Process Manuals and Process Flow Charts. Managed project operations with key focus on defining Standard Operating Procedures (SOP’s) as well as interacting with prestigious clients, business partners, industry leaders, vendors & other key stakeholders. Directed technology planning and direction, strategy development, leadership and implementation, business and operational transformation execution, business solution delivery and business development.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Manager – Transitions and Transformations
Microland Limited
07.2022 - Current
- Oversaw multiple transitions of new clients into the Microland environment, supporting various service lines, and managing end-to-end transition activities
- Managed transitions within project budget, schedule, and scope in accordance with agreements
- Identification of key risks & issues and work along with the team for the mitigations and review with clients on a timely basis throughout the transition
- Perform HOTS (handover to operations support) activities along with the operational excellence team for seamless delivery support
- Travelled to client site as required by business needs and client relationships
- Collaborated with the hiring team to onboard transition resources both internally and externally
- Worked with the CSO team on bids and solutions, aligning transition solutions with organizational automation tool implementations
- Conducted interviews to recruit new transition managers
- Engaged with the Automation team to explore automation possibilities for improved services
- Involved in transformative efforts aimed at enhancing processes and optimizing skills and capabilities
- Introduced a standardized process for transformation plans post-stabilization phase to enhance support for customer environments
- Collaborated with the delivery team on transformation activities to enhance client services
- Streamlined processes according to the Microland approach to enhance customer satisfaction
- Received Best in Class award from customer in March 2024 for transition, migration activities and support
- Received Key Contributor award from Microland stakeholders in Aug 2024 for smooth transition of new customer into the organization
- Travelled to UK for client relationship and team support activities for a short duration (18th Feb 2023 to 19th Mar 2023)
- Attaining technical training (Azure 104)
- Completed Lean Six Sigma training
IT Program Manager / Project Manager III
Alorica India Pvt. Ltd.
11.2020 - 07.2022
- Aligned as an IT Program Manager to handle all Network and Digital Transformation projects to enhance business opportunities
- Handling a Program of 26 network projects to manage the scope, budget and schedules as per project management methodologies
- High visibility projects to the client with infrastructure changes in the complex forest
- Handled a team of 10 resources mentoring and underwent performance appraisal for members with career development
- Worked along with the members with performance issues and regular feedback for improvement
- Produce Risks and Issues
- Initiate, Plan and monitor the progress of the project till closure
- Provide weekly updates on the progress of the project to all stakeholders of the project
- Streamlining processes and create quality metrics
- Prepare various project documents and create historical data as a new initiative
- Successfully completed a new Site Built in India Mohali in Aug 2021
- Completed small automation projects along with the Digital Business Center team saving revenue to the organization
Project Manager / Project Management Office / Operational Integrator
CGI Information Systems and Management Consultants Pvt. Ltd.
03.2012 - 11.2020
- Administering the entire gamut of Project Management activities from small to medium scale projects entailing strategic planning monitoring, controlling and execution of projects within scope, budget and schedule
- Managed the transitions of business-critical customers, resulting in increased project opportunities in the pipeline
- Successfully managed transitions in challenging environments, overseeing 70 FTE projects within both schedule and budget constraints
- Managed successful transitions within challenging or hostile environments
- Leading 2 accounts and supporting Canada clients for transformation projects, analyzing problems and recommending suggestions for smooth running of process
- Developing / distributing regular project status reports and leading / attending regular client project status meetings
- Managing project budget and ensuring cost effectiveness
- Leading capacity planning, contingency planning, IT Project Management, milestone tracking, IT infrastructure change management; implementing project plans & disaster recovery plans within preset budgets and deadlines
- Directing & managing complete portfolio of projects including budgeting, planning, vendor selection and execution
- Engaging & coordinating with vendors for critical issues, escalations, routing project review & governance calls
- Planning, coordinating and supervising technology changes; providing technical support to resolve IT issues
- Collaborating with all departments to conduct analysis, investigation & diagnosis of root cause of problems; and ensuring internal customer satisfaction on a regular basis
- Handled a team of 15 resources for UK business with day-to-day operations
- Performed performance review and team mentorship for the career progression
- Mentoring and guiding team ensuring on time delivery of the project
- Working on various deliverables like Rate Card, Charge Sheet, Offshore Utilization, RMDB and Reporting
- Assisted project managers in day-to-day activities of the projects
- Worked on change management process, migration checklist and management calls with migration status/ progress
- Worked on Project Rate Card, Charge Sheet, Offshore Utilization, RMDB and Reporting
- Performed as an Operational Integrator, integrated projects into Canadian Operational Service Desk
- Managed all sorts of projects which brought changes to service desk processes; stabilized the process for agents to support users
- Reviewed and updated documents to keep a track of the changes
- Provided end-to-end service to the Clients and Customers
- Worked for Service Desk and integrated the changes into the operations via projects
- Collaborated with quality & monitoring team to improve standards by providing feedback to the agents
- Learned new processes, technologies and Project management methodology
- Assisted and helped peers and colleagues while on calls with their queries
- 2 Team awards for being part of Project Managers Team and transitioning big clients to CGI family
- Pat on Back Award and appreciations from immediate Project Manager and Management team for quality work
- Appreciation mail from Project Managers for the timely response and smooth deployment of projects, providing excellent Post Implementation Support
Technical Solutions Rep III
Hewlett-Packard GlobalSoft Ltd.
09.2006 - 03.2012
- Worked as part of Transition team, travelled to Singapore & Bengaluru client site for transitioning processes for Unilever (Singapore) and Alcatel Lucent (Bangalore) Customer Service Desk for user account management
- Successfully managed UAM (User Account Management) and ILC (Incident Lifecycle Coordination) processes
- Imparted training to new joiners on process and designed process related documents
- Managed customer’s enquiries, service request of the customers
- Conferred with E-Award for the best performance Mar’10 and May’11
- Received recognition from clients and management for leading the team and showing extra initiatives for the process betterment
Customer Support Representative
CLI3L e-Services Ltd.
01.2005 - 06.2006
- Completed successful training for the UK based process called National Rail Enquiries
- Responsible for managing incoming calls from customers located in the UK
- Managed to handle customer queries within an average handling time AHT) of 90 seconds
Education
Advance Management Program for Corporate Leaders - Strategic Management
IIM Indore
Indore, India08-2022
Bachelor’s - Commerce
Periyar University
Salem, Tamil Nadu01-2011
Aviation And Hospitality Management
Air Hostess Academy
03-2004
Skills
- Transition and Transformation Management
- Program & Project Management
- Global Delivery Management
- Strategy & Roadmap
- Risk Mitigation & Management
- Operations Management
- Budgeting & Cost Optimization
- Client / Stakeholder Management
- Training & Team Management
- Collaborator & Communicator
Languages
English
Hindi
Malayalam
Personal Information
Date of Birth: 06/18/85
Profilesummary
Project Management Professional (PMP), Certified Scrum Master (CSM), MS Project Certified (74-343) (MSP), ITIL v4 & v3 Foundation Certified, Over 19 years in Program & Project Management, Transition & Transformation, and Infrastructure Support and Delivery Management., Senior Manager – Transitions and Transformations, Microland Limited, Bengaluru, 07/01/22
Certification
- Project Management Professional (PMP)
- Certified Scrum Master (CSM)
- ITIL V4 & V3 Foundation
- MS Project Certified (74-343) (MSP)
Timeline
Senior Manager – Transitions and Transformations
Microland Limited
07.2022 - Current
IT Program Manager / Project Manager III
Alorica India Pvt. Ltd.
11.2020 - 07.2022
Project Manager / Project Management Office / Operational Integrator
CGI Information Systems and Management Consultants Pvt. Ltd.
03.2012 - 11.2020
Technical Solutions Rep III
Hewlett-Packard GlobalSoft Ltd.
09.2006 - 03.2012
Customer Support Representative
CLI3L e-Services Ltd.
01.2005 - 06.2006
Advance Management Program for Corporate Leaders - Strategic Management
IIM Indore
Bachelor’s - Commerce
Periyar University
Aviation And Hospitality Management
Air Hostess Academy
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