Shobha Varghese

Experience

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  Sanah Inc

  Sept 2006 - Jul 2009

  Enterprise Application Developer

  Sanah Infoway specialized in developing Contact Center CTI based applications, IVR and outbound applications.• As offshore service provider to its US based client Varolii Corporation (acquired by Nuance Communications), various Outbound Communication solutions for client interaction management were developed to cater to various needs in the area of Financial services, Health care, Survey, Retail order and delivery status.• Built applications using Vxml, XML, Javascript, Java, XBuilder in Unix based environment.• Played a key role in successful achievement of Microsoft Tellme Network partner status, which was later acquired by [24]7.ai Show less

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  Tecnotree Corporation

  Jul 2009 - Dec 2013

  Technical Lead

  Tecnotree, a Finland based company’s Value-Added Services (VAS) team focused on providing customer care, Voice Call Completion Services, NextGen messaging and content services. • Built Interactive Voice Response (IVR) applications and Call Completion applications using vxml interfacing with REST APIs.• Led a team of developers and provided technical guidance.• Prepare Work Estimate details, communicate with customer for clarifications• Track development progress using Agile methodology• Mentor team members and conduct code reviews• Train and guide new team members• Manage multiple projects in parallel• Occasional onsite visit for interface design workshops Show less

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  FICO

  Jan 2014 - Sept 2020

  Senior Consultant - Project Manager in Customer Communication Services Project Management team at FICO that builds automated and customized Collections and Fraud notification applications for leading APAC Banks and Utility Services in AWS Cloud platform, that deliver email, voice, text and mobile app notifications to customers for debt collections or any potential fraudulent transaction activities and provide auto-resolution options. As our major clients are global banks, we are heavily involved in dealing with Cardholder data, data privacy, PII and PCI compliance.• Project Management: o Lead multiple, concurrent software projects (new and CRs) from planning to project closure.o Manage project execution and coordinate with cross-functional project teams (Development, QA, UAT, Services, Operations, Management) by prioritizing all aspects of project execution.o Prepare and maintain project schedule using Microsoft Project, facilitate discussions to gather client requirements, initiate and track change request / change order process.• Project Tracking: Extensive use of Jira, Jira Dashboards and advanced JQL functions for pulling reports, bug reporting and project tracking.• Reporting: Measure Project performance and publish weekly status reports to client and stakeholders, and prepare project KPI Metrics reports, RCA (Root cause analysis) reports, refer and update Confluence Knowledge Base.• Incident Management: Using ServiceNow, identify, report & track Environment and client access specific issues., engage with the wider business stakeholders to take timely and effective action to resolve issues.• Project Governance: o Communicate with core product team about the feasibility of new requirements.o Support deliveries to guarantee smooth and fast product launches.• Compliance: Engage with relevant stakeholders to ensure PCI Compliance and Data Security.• Technical guidance• Work allocation• Coaching Show less Managed Asia Pacific Application Development team comprising of 7 members. • New Solutions and CR Management: First point of contact for incoming New Solutions and Change Requests; manage applications from requirements phase to delivery phase.• Work allocation: Plan and allocate work to team members based on their area of expertise from a shared resource pool.• SPOC: Communicate with regional counterparts regarding task progress and impediments.• People Manager: Conduct performance reviews of team members and manage other HR related people management tasks.• Mentoring: Mentor team members and conduct code reviews to ensure high quality of work. Train and guide new team members by imparting my acquired knowledge.• Supervisor: Understand customer requirements, design, build solutions that meet customer needs, and deliver them within agreed timelines, quality, scope & budget limits.• Developer: Individual contribution as an application developer. Show less

  • Senior Consultant : Project Manager

    Jan 2017 - Sept 2020

  • Lead Consultant : People Manager

    Jan 2014 - Dec 2016
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  HP

  Jun 2021 - now

  Engineering Program Manager

  Investigate solutions to complex problems, design scalable solutions, drive process improvement in consultation with multiple stakeholders following Agile standards