Tushar Jain

Experience

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  HLFPPT, Lucknow

  Nov 2009 - Mar 2010

  MIS Executive

  • Hosted 3 state level sales meetings• Highlighted 50+ irregularities in data submitted by sales officers• Improved accuracy and availability of records from 10-15% to 95%.

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  L&T Infotech

  Dec 2010 - Nov 2014

  • Completed 3 ISO integrated audit cycles as process consultant.• Trained 200+ IT staff on effective problem management techniques. • Reduced incidents by 30-90% using effective problem management.• Improved customer satisfaction by 20-40%.• Improved knowledge assets for the business unit by 30-40%.• Reduced risks in the projects using FMEA technique by 78%.• Identified or improved 100+ SOPs using regular ticket audits.• Reduced project creation efforts by 75% and reduced management efforts by 30% in project repository.• Reduced cost of 1 FTE to manage project repositories by restructuring and simplifying content management tools.• Conducted 300+ internal project audits for projects based on different standards / frameworks such as ISO 20000, ISO 9001, CMMI, ISAE 3402 etc.• Managed multiple engagements as ‘ITSM Process Consultant’ including driving service improvement (SIP).• Facilitated BU quality manager in assignment of work to team members.• Introduced new and attractive contents such as monthly quality magazines, quality dashboard improvements etc.• Enhanced and simplified IT service management system (ITSMS, QMS). Show less

  • Process Consultant

    Apr 2012 - Nov 2014

  • Retainer

    Dec 2010 - Mar 2012
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  Fiserv

  Dec 2014 - Jul 2016

  Senior Associate - Quality

  • Deployed 7+ QMS using SharePoint • Contributed to development of ‘Enterprise Service Delivery’ framework.• Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.• Identified improvements in existing QMS & New QMS releases.• Mentored team members on integration of processes with SharePoint.• Managed quality group annual events (Qualympics 2015). • Generated ideas to enhance event offerings including organizing a skit for quality awareness Show less

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  Fujitsu

  Aug 2016 - Feb 2018

  Quality Associate

  • Worked as Process Consultant for one of the customers.• Conducted 90+ management reviews and 20+ project audits.• Saved efforts by 20% by designing custom dashboards and reports.• Developed a project management tool and saved cost for 100 licenses/year.• Contributed for of CMMI Level 3 assessment to the customer.• Improved 10+ processes in a tenure of 1 year 7 months.• Simplified QMS and increased usage of QMS by 30-40%.• Ensured ITSM Tools are aligned to ITSM, ITIL and organization QMS.• Conducted interviews for SEPG and QA profiles.• Managed process improvements for voice of the customer and feedback.• Ensured alignment of business processes with customer requirements.• Defined service catalogue for support services.• Conducted multiple training sessions on CMMI and ISO. Show less

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  Infosys

  Mar 2018 - Sept 2020

  Audit Program Manager

  • Completed 7 ISO integrated audit cycles as audit coordinator successfully.• Conducted 300+ project audits for various types of projects (including support, development, etc.)• Conducted 20+ service management audits (practice head), 3+ supplier audits.• Identified 100+ business risks based on audits, some of which resulted in ensuring the contract renewal.• Performed 3 ITIL maturity assessments (including 1 in Singapore) with 100+ recommendations to improve business based on audits and assessments.• Conducted three ISO 20K gap analysis for migration to ISO 20000:2018.• Defined audit strategy for multiple business units by interacting with customers and leadership for different industry standards and frameworks such as CMMI, ISO 20000, ITIL, etc.• Provided inputs to management on changes / upgrades to standards, frameworks and models etc.• Managed audit cycles including scheduling, conducting, coordinating, and concluding the internal and external audits, including follow-up audits.• Performed audit result analysis and finalize audit report for leadership to de-risk the business.• Contributed to build a pool of internal auditors through a program for internal auditor certification.• Responded to business proposals by preparing the client’s external standard certification journey.• Conducted training on the ISO 20000 standard for the delivery teams. Show less

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  HCLTech

  Oct 2020 - May 2024

  Associate Consultant

  • 25+ new features and 8 new product modules have been added to product portfolio of different products.• Assessed and improved scrum practice with 35+ recommendations.• Reduced request / defect backlog for product support by 25% in 6 months.• Recommended 135+ new features with 35+ new KPIs for ITIL4 alignment, CMMI and ISO 20000 based gap assessments.• Recommended improvement in 40+ features based on ITIL4.• Managed product backlog for custom applications, reports and dashboards, practice modules in ITSM tools.• Facilitated scrum ceremonies and coached teams. Show less

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  Cognizant

  May 2024 - now

  Manager

  • Developed service offering for ITIL4 including maturity assessment toolkit.• Coordinated with consultants to ensure the components of the offering are aligned with business strategy.