• TATA Consultancy Services Ltd (TCS) (TCS) is a global leader in IT services, digital & business solutions that partners with its clients to simplify, strengthen & transform their businesses.
• We ensure the highest levels of certainty & satisfaction through a deep-set commitment to our clients, comprehensive industry expertise & a global network of innovation & delivery centers.
• TCS has been recognized by Brand Finance as one of the Big 4 Global IT Services Brands.
• Our continued industry-leading growth is a testament to the certainty our clients experience every day.

• Responsible for the end to end management & delivery of Agile projects ranging from $50K to $2M in the Global Servicing Platform which involves development, enhancement & support of complex PEGA applications catering to over 50 markets globally & used by more than 20,000 CCPs worldwide.
• Facilitated scrum ceremonies (grooming, sprint planning, retrospectives, daily stand-ups, etc.).
• Instructed & modeled core Agile principles of collaboration, prioritization, team accountability & visibility; ensured consistent application of scrum methodologies across multiple Scrum teams.
• Enacted change & continuous improvement increasing the productivity of Scrum teams & the quality of deliverables.
• Protected team from over-commitment, manage backlog, prioritize resolution of defects/bugs as evidenced by the on-time delivery of 33 major initiatives.
• Met goal of addressing & resolving issues within 24 hours.
• Managed the lifecycle of code development, from ideation to sprints to deployment.
• Coordinated & managed code releases & shared APIs with other IT groups.
• Communicated with other management, engineers, product managers & support specialists on product issues.
• Tracked & communicated team velocity & sprint/release progress.
• Worked with the engineering managers to identify cross-team dependencies & manage inter-team tasks.
• Facilitated Scrum of Scrum meetings between multiple teams based onshore & offshore.
• Evangelized the benefits of Scrum to ensure its smooth adoption.
• Assisted team with making appropriate commitments through story selection, sizing & task definition & participated proactively in developing & maintaining team standards, tools & best practices.

• Responsible for the end to end management of telecom infrastructure projects which included critical contact center components like interactive voice response, Cisco ICM, Aspect dialer, NICE Call Recording & Interaction Analytics systems.
• Accountable for the on-time delivery & roll-out of projects involving volume migration, infrastructure uplift, platform uplift & new vendor product POC in nature.
• Implemented complex projects with budget ranging from $50K to over $3M which included migration of Voice Application from third party vendor to Amex in-house & from legacy platform to Network Interactive Voice Response (NIVR) platform within Amex.
• Worked with multiple vendors & multiple teams with varied complexities.
• Lead & managed multiple customer facing infrastructure/software delivery projects through initiation to closure.
• Worked with customers of different sizes by utilizing cross-functional teams in multiple locations across the on-shore & off-shore locations.
• Full ownership & accountability for project planning, resource management, scope & budget management to deliver projects profitably on time.
• Managed risks, issues & customers to ensure smooth delivery of projects.
• Provided effective, accurate & timely communication to all stakeholders whilst acting as a single point of contact for customers, vendors & partners.
• Measured the quality & efficiency of each delivery whilst adhering to the quality & compliance standards defined by TCS & AET.
• Proactively documented & provided feedback on lessons learnt there by contributing to the development, maintenance & enhancement of all project management processes & tools used within the CCCS team.

NICE Systems (www.nice.com) is the leading provider of Insight from Interactions solutions & value-added services, powered by the convergence of advanced analytics of unstructured multimedia content & transactional data from telephony, web, email, radio, video, & other data sources.

NICE's solutions address the needs of the enterprise & security markets, enabling organizations to operate in an insightful & proactive manner, & take immediate action to improve business & operational performance & ensure safety & security. NICE has over 24,000 customers in more than 150 countries, including over 85 of the Fortune 100 companies.

Team Lead Feb 2009 - May 2013

• Manage & motivate a team of Technical Consultants by demonstrating subject matter expertise in the support, maintenance & implementation (installation) of NICE Systems proprietary software products whilst maximizing performance.
• Ensure individual Technical Consultants are meeting their targets & meeting the SLAs of their respective business functions.
• Develop business application performance dashboards used for monitoring & diagnostic purposes.
• Enhance the reputation of Service Delivery through providing effective, balanced responses to Issues from internal & external stakeholders.
• Facilitate team meetings using appropriate brainstorming, problem solving & decision making techniques in dealing with newly identified Service Request issues & trends.
• Working closely with Technical Account Managers in managing the key customer account escalations to identify & resolve Critical To Business issues within agreeable timelines.
• Acting as a key support contact (SPOC) to the engineering function taking part in sprint reviews & co-coordinating the project release path for Go Live & transition/handover into support/service delivery.
• Schedule shift rosters for the team members to ensure the critical business support hours are covered whilst considering factors like service request trends, freeze period, team training programs, holidays, leave etc.
• Perform evaluations of team members for appraisals, promotions & staff development.
• Working extensively with the HR team in the overall recruitment process which includes shortlisting candidate profiles, interviewing the candidates & thus contribute to team building.
• Identify coaching needs for team members & deliver coaching sessions as required.

Technical Consultant May 2007 - Jan 2009

• Support, maintenance & implementation (installation) of NICE Systems proprietary software products like NICE CLS 8.9 & NICE Perform which provide comprehensive solutions to the overall operational needs of contact centers in terms of Quality Monitoring, Compliance/Selective Call Recording & Data Analytics.
• Diagnose/troubleshoot complex client service problems that may include researching system environments, versioning, configuration, permissions & inter-operability with other software & provide guidance by email or by phone as required.
• Innovate & create client solutions & recommend changes to hardware & software architecture.
• Provide service quality to clients by anticipating client needs & informing them of patch, hotfix, software upgrades, work-arounds & trainings available.
• Perform Root Cause Analysis (RCA) & provide recommendations on a mitigation plan.
• Replicate customer problems, test fixes & document solutions for use by the NICE Support Team.
• Escalate tickets to the appropriate level per established escalation procedures & within the set performance criteria.
• Perform software installations for clients as required.
• Verifying customer site pre-requisites, preparing & subsequently implementing NICE solutions at client sites.
• Managing the customer relationship & expectations, communicate effectively & troubleshooting to resolve technical issues during the implementation.
• Being the technical liaison between the client & various tiers of the organization.
• Document suggested enhancements/changes to NICE software to improve performance or usefulness of the NICE products.
• Participate in QA testing & software upgrades including releases, patches & fixes as directed.

• Support & maintenance of Witness Systems proprietary software products like eQBalance 6.x (Quality Monitoring), eQContactStore 7.x (Call Logger) & Blue Pumpkin 4.x (Workforce Optimization).
• Member of the Witness Systems CIC (Customer Interaction Centre) which functioned as the Support team of Witness Systems for the APAC region.
• Interacting with middle level users (mainly System Administrators, Support Engineers etc.) of Witness Products to troubleshoot & resolve technical issues.
• Diagnose/troubleshoot complex client service problems that may include researching system environments, versioning, configuration, permissions & inter-operability with other software & provide guidance by email or by phone as required.
• Gathering information for investigation through remote access using tools like WebEx, Go To Assist, PC Anywhere etc. & performing systematic analysis of the support issues.
• In case of complicated issues, responsible for transferring tickets to Tier2 (product specialists) & Tier3 (sustained engineering) engineers based on nature of issues.
• Identifying bugs after systematic replication & analysis of the issues & reporting the same to the Sustained Engineering team.
• Coordinating & acting as an interface between the client & the engineering team for the reported bugs until they have been fixed.