A futuristic technocrat offering over 9.3 years of experience in Software Quality Assurance, Test Management, Technical Support, Client Relationship Management & Team Management; understanding of STLC methods, Agile, Waterfall Methodologies & Scrum framework.
A professional with exposure in managing projects on product updates, upgrades, migration, maintenance and technical support; possess extensive knowledge such of ITIL as Incident, Change, Problem and Risk Management as well as Ticketing Tools such as Freshdesk, TFS, MS Azure DevOps, JIRA.
Highly skilled in facilitating all aspects of Scrum framework, including sprint planning sessions, backlog grooming sessions, daily scrums, sprint reviews and sprint retrospectives.
Expertise in managing software testing lifecycle involving requirement analysis, system study, designing, defect tracking, project sizing, status reporting and documentation.
Proficient in coaching and influencing teams at all levels to drive increased agility, Scrum practices, predictably, innovation & quality.
Designing & executing test plans and gap analysis to ensure that business requirements and functional specifications are tested and fulfilled, generating Test Defect / Review Reports.
Hands-on in Agile & Scrum Framework, led projects managed through Agile Methodologies; Steering efforts in using technologies like JIRA, HP QC, MS Azure DevOps, Freshdesk, SQL, LIMS.
Impressive success in managing stakeholders throughout the project lifecycle while managing priorities (time, budget/cost and resources) to attain delivery excellence, decrease TAT and optimize cost.
Applied ticket management tools such as Freshdesk, Knowlarity (IVRS call handling) and Microsoft Azure for Governance and enhancing Customer Satisfaction.
Administered support requests with agreed service level agreements resulting in above 95% SLA compliance MOM.
Resolved recurring issues by implementing effective problem management processes resulting in 30% reduction in recurring issues.
Erected a team knowledge base that is easy to understand and re-usable resulting in Automation of Trainer efforts and also increase in team productivity.
Appointed as Member of Auditor group- Performed Internal Audits on across departments of Organization half yearly to evaluate the compliance.
Played a pivotal role in achieving ISO 90001:2015 for Quality Management Systems.
Member of CAB (Change Advisory Board) - who approves to develop the customizations requested by customer by discussing the Impact, scope and roadblocks.
Established & enhanced certain QA processes & Maintenance processes, checklists and documentation formats resulting in Quality betterment and Customer satisfaction.
Creating Test Plan for system and regression phases.
Defines and track KRAs, KPIs of individual and department level to prioritize, motivate and stay focused to the Organization goals.
