AAKANKSHA SHARMA

• Manage day to day activities for change management project.
• Address resistance to change and develop strategies to overcome it.
• Communicate clearly and concisely with technical teams, stakeholders and customers. Keeping the relevant parties updated on the incidents.
• Coordination with PM, PMO to get necessary approvals for change management, strategy and communications.
• Responsible for Weekly and Monthly Status Report, Presentation.
• Responsible for decision making, problem solving.
• Support weekly releases in shifts.
• Provide support for VIP users
• Developing and implementing processes- Awareness of INCs and REQs tracking and understand the delay in tickets handling and responsible for driving and continually improving the change management process.
• Working CTI infra governance team in CITI Divestiture Project (Damselfly)
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
• Collaborated closely with senior management to align project objectives with strategic direction for divestiture, ensuring that efforts contribution for smooth transition to buyer banks.
• Provided detailed project status updates to stakeholders and executive management.
• Coordinated with cross-functional teams to ensure successful DRs, PAT and Production releases .

• Project manager for GEL digital migration project.
• Managed customer service representatives, resulting in 20% increase of satisfaction.
• Project Planning: Assisting management with project planning and ensuring that project tasks are completed ontime, within budget and to the required quality standards.
• Stakeholder Management: Developing and maintaining strong relationships with clients, team members, vendors and senior management.
• Budget Management: Monitoring project costs and ensuring that project expenses are within budgetary constraints.
• Collaborated with cross-functional teams to deliver on-time and on-budget projects and initiatives.
• Continuous Improvement: Continuously looking for ways to improve project processes, procedures, and methodologies to increase efficiency and effectiveness.
• Reported regularly to managers on project budget, progress, and technical problems.
• Developed and implemented project plans and budgets to ensure successful execution.

• Driving daily defect calls with various MBOL module leads to ensure defects are fixed in within SLA and pitch in for risk items.
• Ensured MBOL defects are addressed within SLA and projects are always delivered to production with high quality and without slippages as MBOL Deployment Lead.
• Picking critical issues on daily basis and resolving them on priority.
• Investigating, recording and provisioning thematic analysis on failed changes, unauthorised changes and changes

resulting in major incidents.

• Highlighting to Channels /Host on which specific call is failing by looking into Splunk and expediting the fix.
• Worked in the war room in Citi for defect tracking and stub testing of incoming & outgoing transactions in major releases.
• Worked closely with UTT team, highlighting & presenting the test case execution status to ensure key milestones are met in time for Project sign-off and production cut-over.
• Worked with various application teams in resolving the conflicts with defect fixes and ownership.
• Prepared and published various status reports on daily basis to senior management.

● Working as BA for Citi Divestiture program with Client and Buyer banks.

● Assisted in the management of a team of customer service representatives, resulting in a positive impact on the company’s overall performance.

● Provided support to senior customer service managers, resulting in a positive impact on the company’s overall performance.

● Demonstrated strong attention to detail , resulting in a 25% decrease in errors.

● Capturing requirement and document it in FR for business review.

● Collecting efforts with all domains and update in IBIS system based on Fitment.

● Creating Epic and US in JIRA system.

● Tracking Grooming and Dev status with all domains for regular progress update.

● Scheduling calls with Business and Dev teams for requirement walkthrough and regular status.

● Digital transformation for existing marketing portal, with latest Responsive UI and feature

● Performed initiation, planning, execution and monitoring for project closure.

● Effectively execute and drive continuous improvement for IT Change Management.

● Online Order placement and tracking.

● Matrics Management, reporting and improvements.

● Customer targeted Offer promotion and processing.

● Coordinated with testing teams and developers for defects.

● Analyzed change scope and feasibility with client.

● Managed small projects related to ITSM delivery improvement.

● Establishes policy, procedures and standards to ensure consistent, high quality delivery of service management.

● Captured and documented final requirement with detail and solution for development start.

● Interacted with client and developer for requirement discussion and clarification.