Pooja Hegde

Experience

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  Wipro Limited

  Feb 2007 - Mar 2014

  - UHG (United health care insurance).- Joined as a CCP. - Used to answer calls from medical professionals inquiring about Patients Insurance Plan.- Provide coverage information and claim processing details and status.- Moved up to become a Floor walker/SME for the team.- Responsibilities include but not limited to:- Handling a team of 20 CCPs as a Supervisor.- Train them on product/ process knowledge on regular basis.- Assist each on their calls for any query.- Handle customer escalation calls.- Drive teams internal and external quality Audit score.- Quality Score involved communication skills, accuracy of information shared etc. Show less

  • Technical Lead [MS Exchange online]

    May 2011 - Mar 2014

  • Support Engineer - MS Exchange online

    Mar 2010 - Apr 2011

  • Customer care professional & Floor walker

    Feb 2007 - Feb 2010
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  Capgemini

  Mar 2014 - May 2020

  During my tenure as a Senior Consultant, I was promoted to lead a team of 8-10 engineers specializing in the MS Exchange domain. My key responsibilities included:Team Leadership: Managed team rosters, created performance dashboards and reports, and ensured alignment with business objectives. I was responsible for driving SLAs, conducting breach analysis, and providing justifications to maintain high service standards.Stakeholder Management: Regularly engaged with stakeholders through daily and weekly meetings, addressing their concerns and aligning our operations with their expectations. I also managed escalations, ensuring swift resolution of issues to maintain client satisfaction.Automation Expertise: Took charge of automating daily tasks across Windows, VMware, Exchange, and storage teams using PowerShell. These automation efforts significantly improved efficiency, reduced manual workloads, and streamlined operations.My leadership and technical skills contributed to the successful management of our MS Exchange operations, enhancing both team performance and service delivery. Show less

  • Team Lead /Sr. Consultant/Powershell automation

    Apr 2016 - May 2020

  • Technical Consultant

    Mar 2014 - Apr 2016
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  Allscripts India

  May 2020 - Sept 2023

  Associate Manager

  Certificate Lifecycle Management Team: Leading a dedicated team that ensures the timely renewal of all expiring certificates across multiple environments. We proactively manage certificate expirations, collaborating closely with other teams to maintain uninterrupted service and compliance.Automation Team: Driving the development of automation solutions for daily operational activities, reducing manual efforts and enhancing process efficiency. I also actively contribute to this team by developing PowerShell scripts that streamline and automate various operational tasks. Show less

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  Altera Digital Health

  Sept 2023 - now

  Manager | IT Infrastructure and Cloud Solutions

  In my current role, I manage three dynamic teams focused on optimizing and streamlining IT operations across both traditionally hosted environments and Azure cloud infrastructure. My responsibilities include:- Automation Team: Leading the development of automation tools and PowerShell scripts to reduce manual workload and enhance operational efficiency. Our team focuses on automating routine tasks across multiple remote servers, significantly improving productivity and reducing errors.- Certificate Lifecycle Management Team: Overseeing the proactive management of application-related certificates across diverse environments. We ensure timely renewals and seamless collaboration with various teams to maintain security and compliance standards across our client base.- Cost Optimization Team: Spearheading efforts to identify and implement cost-saving opportunities in our infrastructure. This includes analyzing underutilized resources like VMs, CPUs, and RAM, and making data-driven adjustments to optimize performance without compromising quality. Additionally, we conduct thorough reviews of Azure log analytics to filter out low-value event ingestions, applying Data Collection Rules (DCR) or disabling unnecessary events to minimize costs.- Integrated Service and Team Management: Led the effective management of IT services and team operations, ensuring adherence to ITIL principles while utilizing tools like ServiceNow and BMC for streamlined incident, problem, and change management. Managed team rosters, performance monitoring, and training to ensure optimal resource allocation and continuous improvement. Drove SLA compliance, managed escalations, and maintained clear communication with stakeholders, ensuring high-quality service delivery and operational efficiency. Show less