Udaya Kumar

Experience

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  Citi Group Global Service Private Limited

  Jan 2006 - May 2008

  Senior Process Associate ( Banking Domain)

  Worked for Morocco CITI bank customer - backend QC for cheque clearance (Fully written in their mother tongue French language). Need to cross check it and approve the same.

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  AARGEE CONSULTANTS PRIVATE LIMITED

  Feb 2010 - Aug 2011

  Business Associate

  Responsibility of handling the Provide Team for Cable & Wireless Vs Vodafone Telecom Domain. Need to provision E2E activities like creating user account for SIM activation using Putty win application and enabling billing system in SSBS tool and etc.. Major role played as a Subject Matter Expert needs to Supervise/monitor End to End activities of Vodafone by adding new user’s or customer back-end system and resolved billing related issues.Need to communicate with internal IT Team to resolve the issues whenever something stops or facing error’s in billing system or other applications.Worked in Putty win, SSBS Billing system and Outlook applications for this project. Show less

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  Tata Consultancy Services

  Aug 2011 - now

  Worked as Resourcing Manager from 2019 for 8 IT Telecom Projects for Vodafone UK, Hutch, Vodafone Germany, Vodafone ROE (Rest Of Europe), Talk Talk, JFL (Jurrasic Fibre Ltd), Proximus and Telefonica account projects.●Helped to achieve or fulfill the open requirements for all the above-mentioned accounts by picking up associates from Internal TCS Bench(PAN India) with exact required Skills and if any challenging skills will get profiles from External (EP) profiles via 3rd party.●Responsibility – Need to collect the Open IT requirements from them and segregate as priority wise based on their Critical requirement like Delivery Impact (DI)or Revenue Impact (RI).●Conduct calls with PAN India RMG/HR team(Domain basis) along with account team to know about the progress of fulfillment the requirements for both Offshore & Onsite locations requirements. suitable requirement will allocate along with go ahead with the respective location RMG/HR. ●Create RGS (Resource Group System) ID with WON (Work Order Number) having budget to allocate that associate. This is applicable for all Internal, External and for Business Associate profiles.●Same for Releasing an associate by getting confirmation and release reason from Account team which should be match to release policy and then release in System to move him to RMG Bench.●Additionally Tracking Head Count (3.5K) of those accounts as maintaining On-boarding & Releasing tracker, uploading PO for TCS Signature in system from Client.●Played a key role in Executing project on structured problem solving (SPS) and Lean Six sigma that saved $5,000/year for the process. Driven Automation and process improvements in team. ●Worked in Internal TCS applications Ultimatix for on-boarding and releasing, TS, L&D activities as well uploading SS of External Profiles of an associate in those systems having only authorized associates like me. Show less ●Around 6 months from work as Scrum Master, Project Management.●Well versed in hosting daily scrum call and make a productive use of it.●Hands on experience on sprint review with stakeholder feedback and developer’s input.●Conduct retrospective meetings in order to work on areas of improvements.●Help the product owner to have a clear picture and update on backlogs.●Put best effort each day to deep dive the scrum framework more and more. ● Played major role in protecting teams from external interference's and deal with impediments raised during the scrum.● Part of Calls on Daily Scrum meet or Stand up call, Sprint Planning, Sprint Retrospective, Sprint Review and if required in any release calls.● Daily shared Dashboard's with big shots about tracking our daily activities and to indicate them the health of Projects. Show less ●Roles & Responsibility: Service Desk & Service Management team for MYER store - Retail process for Australia country. Managed around 2 different teams and 12 FTE’s are reported to me.●Need to handle High Priority (P1) tickets which are raised in Service Now application by Service Desk team via Mail/Calls. ●Handled Multiple tickets related to Service Request or Change Request without any business Impact with Ticket Management.●Need to resolve the priority tickets within some hours(On time) via war room depends upon the issues like Network issues, DevOps issues (Register/Billing errors), and with local Onsite IDM team mates to fix any physical (Hardware) issues. Maintain the performance data of the team members in terms of Productivity, Quality and Schedule Adherence.●Appraisal Management for 12 Team Members and ensured zero dissatisfaction through timely & Effective feedback.●Facilitated 15+ Employee Engagement and Customer Engagement Activities and the same has been published in TCS and Customer Magazines ●Prepared Standard Operating Procedures, Visio Process Maps, RCA with Corrective & Preventive action, Event Driven process chains, Failure Mode Effect Analysis for the team.●Have hand on experience in Calibration, Volume Forecasting, FTE Estimation, Unified Project Plan, Control Charts, Stack Ranking, Quality Score cards and all Quality Management deliverables. Reviewed monthly with the team ●Prepared Business Continuity Plan, Call Tree and facilitated BCP Drills being Relationship Crisis Management Lead. Facilitate teams planning and tracking the activities while coaching in Agile Principles●Facilitated scrum calls to build synergies and bridge communications among various technology teams and implemented Agile mindset by conducting the burndown chart, Jira and continuous improvement initiatives●Worked in AWS applications – Active Directory, Service Now and MS office 365 in Windows10.●Completed ITIL V4 Certification. Show less Worked around 3 years a Team Leader (L2 Support) for AIG Insurance ITES project from Feb 2014 to Jan 2017.There are 5 associates reported to me for 2 different applications – KANA & VERINT.For KANA – 2 members are responsible for monitoring and need to update, upload and publish the latest updated insurance policy for US customers.For VERINT – 3 members are worked and their responsibilities to monitoring this tool by capturing and sharing daily reports of Users who are using/working in this application…Like log in, Logout, upload new policies and their call log like overall working hours with clients.My responsibility to closely monitor the applications which should be up and running without any issues, if gets down need to create a ticket in Service Now tool with priority to resolve it with the help of DevOps team located in Kolkata.Every weekend (On Sunday) needs to be migrated and do patching activities while idle state to down and up the application.Worked in Application Kana, Verint and ticketing tool Service Now. Show less Business Process Associate:Worked from Aug 2011 to Dec 2013 as Business process Associate (Team member) in TCS.Responsibility of handling the Billing Queries for Vodafone UK Telecom Domain. Need to resolve or give solution for Vodafone Bill related issues via mails, Inbound as well by Outbound calls. Major role played as a Subject Matter Expert needs to Supervise/monitor End to End activities of Vodafone by adding new user’s or customer back-end system and resolved billing related issues.Need to communicate with internal IT Team to resolve the issues whenever something stops or facing error’s in billing system or other applications.Worked in SSBS Billing system and Outlook applications for this project. Show less

  • IT Resourcing Manager

    Aug 2019 - now

  • Scrum Master: (Telecom Domain)

    Oct 2018 - Aug 2019

  • Service Management (Retail Domain)

    Dec 2016 - Sept 2018

  • Team Leader: (Insurance Domain)

    Jan 2014 - Jan 2017

  • Business Process Associate (Telecom Domain)

    Aug 2011 - Dec 2013