Deepak Nair

About Deepak Nair

Innovation is not just about technology. It’s about turning possibilities into impact.\"I lead AI-driven transformation for Managed Services at EY GDS India. I embed GenAI, predictive analytics, and autonomous workflows into enterprise IT operations. By coordinating multi-agent AI systems and changing ITIL service models, I drive faster resolution, operational efficiency, and better customer experiences. This approach results in multi-million-dollar OPEX savings and a boost in NPS by more than 20 points.With over 23 years of global experience, I have managed $70M contracts, created strategic RFPs, and delivered innovative Managed Services that include ESG reporting, digital transformation, and IT operations. I focus on turning complex solutions into measurable business results, blending strategy, technology, and client success.Milestones That Define My Journey: Expanded Managed Services pipeline by 40% Accelerated project delivery by 20% Reduced costs by 20% through vendor negotiations Deflected over 40% of inbound tickets through AI automation Cut MTTR by 50%, achieving record first-contact resolution Runners-Up, FY24 EY AI Ideathon; Multiple Client SPOT & Exceptional Service Awards The Edge I Bring: Certified in TOGAF 9.2, AIPMM, SAFe 5, Scrum, and ITIL v4 Skilled in AI-first Managed Services, enterprise IT strategy, and ESG reporting Strong background in pre-sales solutioning, program governance, and making a real impact for clients I am passionate about transforming IT operations into stories of growth. I combine leadership, strategy, and execution to solve today’s challenges while opening up tomorrow’s opportunities.

Experience

1. Associate Director Ai-driven Digital Managed Services Transformation Leader

   EY

   Jan 2025 — Present · Bengaluru, IN

   Transforming enterprise IT operations with AI-first Managed Services, integrating GenAI, predictive analytics, and autonomous workflows to enhance efficiency, SLA performance, and customer satisfaction.Achievements:Reduced MTTR by 50% and achieved record first-contact resolution through AI automationDeflected over 40% of inbound tickets via GenAI self-service channels, freeing operational capacityDelivered multi-million-dollar OPEX savings through streamlined workflows and process efficiencyBoosted NPS by 20+ points via predictive, proactive, and personalized customer interventionsEstablished AI observability frameworks and real-time ITIL KPIs for data-led decision-making

Education

• Mahatma Gandhi University

  Bachelor of Arts (B.A.), English Literature (British and Commonwealth)

  1996 — 2001

• NMIMS CDOE

  Master of Business Administration - MBA, Operations Management

Skills

• Strategic Planning
• Customer Relations
• Outsourcing
• Call Center
• Business Process
• Problem Solving
• Operations Management
• Data Analysis
• Six Sigma
• Business Strategy
• Team Building
• Management
• Process Improvement
• People Management
• Customer Service
• Project Planning
• Mis
• Incident Management
• Service Management
• Project Implementation
• Quality Assurance
• Planning
• Service Delivery
• Process Engineering
• Pmo
• Pmp
• Business Analysis
• Mentoring
• Coaching
• Program Management
• Software Project Management
• Performance Management
• Crm
• Itil
• IT Operations
• Business Intelligence
• Quality Management
• Process Management
• Risk Management
• Team Management