Experience

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  Tata consultancy services

  Oct 2008 - now

   ITSM Consultant (Service Delivery & Recovery), CMMI V2.0 Certified Associate, Governance and Risk Consultant, Enterprise Product Owner at Tata Consultancy Services Review enterprise operations management and suggest product ideas to implement for better governance One of the thinkers and Agile Product Owner of Enterprise Mobile App #DevSecOps One of the thinkers in creating and content Lead of TCS-Internal Support Operations Risk Assessment Framework Collaborating with Development team as part of regular sprints and perform UAT as Product Owner Provided product demos to leadership and created content on FAQ, User Manuals and other documentation Assessed operations of accounts that received Customer concerns and low Customer satisfaction by deep analysis of operations data and KPI. Presented improvement opportunities that are identified as part of assessment to respective leadership. Ensured action plan is in place with desired ETA for implementation and till recovery 7+ years in Enterprise level Governance and Risk Management to handle CxO / Director level escalations Part of content SME pool for various governance related frameworks being created in TCS Published Knowledge articles for operations excellence across various ITSM processes Performing consultation for setting up operations process for Key relationship startups (RSU) in TCS. Risks that are identified are highlighted in respective forums to address the RSU Governing and ensuring smoother transitions / project onboarding into TCS from incumbents Analyzing Major Incident data available across all Customers and publishing Best practices at TCS level proactively to avoid similar issues in other engagements Analyze engagements that are potential to become critical and proactively engage with leadership to ensure right / timely actions are in place Reporting on engagements that turned critical and latest status to enterprise leadership on regular basis Show less

  • Associate Consultant (Service Delivery and Operations Recovery, Enterprise Product Owner)

    Apr 2015 - now

  • Automation Lead (Support Process Automation)

    Jul 2013 - Mar 2015

  • Application Owner and Subject Matter Expert (Overseas Transportation and Freight Payments)

    Feb 2012 - Jul 2013

  • Technical Support Engineer

    Oct 2008 - Jan 2012