Senior Specialist
LTIMindtree India
مجموع سنوات الخبرة :13 years, 1 أشهر
Process Set-up: Contribute Quality Assistance across all projects and Business Unit sub-functions. Execute risk assessments, provide early delivery warnings, and conduct process calibrations based on defined criteria and applicability
Process Maturity: Elevate process maturity at the organizational level. Empower and guide DU/PU to achieve level 5 Capability Maturity
Continuous Service Improvement: Lead project and account level initiatives, goals, and enhancements using proficient understanding of QMS, ISO, CMMI, ITIL, and Agile frameworks. Manage risks, opportunities, and process improvements
Contractual Commitment: Manage contract creation systematically and efficiently, pinpointing and monitoring adherence to contractually committed activities with clients, and reducing risk of client escalations
CMMI V2.0 & ISO External Audits 2022: Participated in CMMI V2.0 SVC Audits & External ISO 20K/ISO 27K Audits. Ensured adherence to required processes through AS-IS analysis, gap implementation, and readiness training for the Delivery Team, mitigating audit risks
5 Gate Transition Audit: Tracked and measured transition effectiveness to ensure attainment of Maturity Level 3 with a 100% transition effectiveness score
PDLC Review & Assessments: Performed technical reviews to ensure high-quality and valuable work products are delivered to clients
Manual Error Prevention Audits: Conducted proactive interviews and process audits to control unintended or undesirable actions, preventing any deviation from defined processes or expectations
Client Relationship Management: Worked on key CRM values via effective customer segmentation, managing client satisfaction, complaints, service reviews, and communications
Internal Process Audits: Planned and executed effective internal audits for moderate to complex projects using general, domain, and specialist knowledge
Risk Management: Identified risk areas and made operational improvement recommendations, while understanding customer needs and requirements to develop effective quality control processes
Operations Review: Collaborated with service owners, managers, product owners, and other process managers to conduct monthly operations reviews, identifying and driving improvement opportunities
Service Hardening Workshop: Conducted internal workshops to assess and determine the maturity of implemented service features
Quality Management System Set-up: Advised project managers on deploying QMS metrics framework, estimation techniques, Measurement and Analysis Procedures, high maturity solutions, Corrective Action Report
Conducted Trainings: Delivered training on ITIL Framework, ISO 20000, ISO 270001, CMMI v2.0 Awareness, Service Processes, 7 QC tools, Communications, Quantitative Project Management, Causal Analysis and Resolution, Defect Prevention, Software Configuration Management, metrics, role-based sessions, Agile Methodology, Root Cause Analysis awareness, Risk Management Workshop
Implemented quality standards and services, securing high customer satisfaction (CSAT)
Ensured zero non-compliance by preparing programs/projects for internal and external audits
Spearheaded continuous improvement initiatives leveraging methodologies such as Pragati, Lean, Six Sigma, BVM
Enhanced process as per Veloci-q methodology and quality standards/models like ISO20K and CMMI HM
Facilitated CSAT planning till feedback action closure stage
Collaborated in survey planning, validation, and prediction for Pulse, PCSAT, ACSAT
Conducted process audits based on ITIL Practices and presented quality audit status regularly
Drove proactive initiatives to improve productivity and open ticket management
Supervised dashboard reporting for daily/weekly/monthly reviews, published weekly quality reports to ADH/E2E/PDH
Approved monthly account decks; tracked and reported Customer Relationship Index
Trained PM/DM/Team on process adherence, project management, quality systems tools usage
Reviewed project plans in DIGI-Q and facilitated DIGI-Q on-boarding and SDR Generation till closures
لقد تم حذف الرابط بسبب انتهاكه لسياسة الموقع. يرجى التواصل مع قسم الدعم لمزيد من المعلومات.