Program Manager
Wipro
Total years of experience :13 years, 2 Months
As a
Freelance consulting
* Investment Banking
* Travelling
* Storytelling
* Blogging
As a Scrum Master, My responsibilities are defined as; however not limited to
* Coach the Team for ensuring Agile practices are followed.
* Reduce impediments, commit to ensure releases are on time.
* Emphasize & motivate the team to be self organized.
* Reduce the conflict, be the voice for the development team & Act as a Single point of
contact for the stake Holders.
* Play the role of a Customer advocate, to see through & sign off the requirements as
proxy, in the absence of the Stake holders.
As a Scrum Product Owner my responsibilities are defined as; however not limited to
* Facilitate & work closely with the Development team as a ScrumMaster to Support &
manage the lifecycle.
* Regular interactions with the internal Stake holders to ensure synchronized product
development
* Single point of contact for all customer interaction
* Be available to address any queries of the team, coach the team to ensure Scrum
adaption.
Vacation - Break from Work & involve in Bootstrapping & freelancing for Startups August
Working as Service Delivery
Main Responsibilities were,
Part of a transition of a key client to Unisys India.
Performed Root Cause Analysis upon escalations from customers to ensure best efforts to
resolve and resolve any challenges
Mentor, train and coach the team to ensure performance of an individual does not impact the
business.
Assisted the Knowledge managers understand, define key processes for the project, followed
to be added to the Knowledge base & or Help file.
Performed quality audits and monitored escalations to ensure necessary feedback is provided
to the management and coach the agent to improve.
Take escalation calls from customers and chalk out the best resolution possible at the service
desk levels; else escalating the issue towards the respective resolver with appropriate
information required to resolve the customer issues.
Developed a “user down process” to ensure the customer with hardware issues can be dealt
with a special interest and reduce the down time to resolution.
Coordinated with the incident management team and resolver to get the severity 1 issues
fixed as per SLA,
Worked as functional Team lead which includes Maintaining, Updating and Restoring Team
Trackers and Data and outlier management.
Coordinated with procurement team regarding IMAC tickets for quick and faster processing