ANUP KUMAR SHRIVASTAV
Gurgaon
Summary
13+ years of experience managing Quality Projects, with a focus on Information Technology and Telecommunication sectors. Currently employed at Iris Software Pvt Ltd as Lead in Delivery Excellence team, leading Process Improvement Projects managing Delivery Quality, Risk Management, Audit Compliance and Governance. MBA in Total Quality Management, with a background in Bachelor of Science (PCM). Certified in Lean Six Sigma Green Belt, ITIL V4 Foundation, Certified Scrum Master (CSM), ISO 9001:2015 (QMS) Lead Auditor and ISO 27001:2013 (ISMS) Lead Implementer.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Lead – Delivery Excellence
Iris Software Pvt Ltd
08.2023 - Current
- Process Governance & Quality Assurance: Developed and implemented a continuous improvement framework, aimed at enhancing the quality and efficiency of internal processes. Provided key insights to the leadership team for ongoing process improvements.
- Internal Audit Management: Led the planning and execution of internal audits and CMMI Standards focusing on identifying gaps in service delivery processes and implementing corrective actions.
- Process Audit: Prepare audit checklist on the basis of CTQ and perform the process audit as part of monthly review and identify the area of improvements on the basis of audit findings.
- Training & Development: Delivered training on Lean methodologies, Quality Tools and process improvements to internal teams, enhancing their skills and aligning efforts with organizational goals.
- Risk, EWS & SLA Management: Worked closely with delivery teams to identify & mitigate risks and EWS by tracking them till Resolution and ensure adherence to Service Level Agreements (SLAs).
- Customer Satisfaction Initiatives: Led Customer Satisfaction (C-SAT) surveys, analysed feedback, and developed improvement plans to address any concerns, improving overall customer relationships and service quality.
Quality Manager
Wipro Ltd
08.2019 - 07.2023
- Quality & Compliance for Airtel Africa: Managed the overall quality, compliance, and governance for Airtel Africa's Application Management Services (AMS), ensuring high levels of service delivery.
- Continuous Improvements Projects (Lean Six Sigma): Successfully led multiple continuous improvement by using Lean and Six Sigma (DMAIC) which helped in improving overall process performance in terms of SLA and productivity
- Transactional Quality Audit: Prepare audit checklist and perform the audit as part of monthly review and identify the area of improvements on the basis of audit findings.
- Operational Performance Analysis: Monitored and analysed the performance of the operations team on the basis of SLA and Metrics to present insights and recommendations to Top Management and customers.
- Audit Planning & Execution: Successfully led internal audits for compliance with ISO 9001 and CMMI standards. Facilitated cross-functional team collaboration to ensure compliance with quality frameworks and risk management processes.
- Service Improvement Plan: Developed a Service Improvement Plan (SIP) based on customer escalations and C-SAT feedback, resulting in measurable improvements in service quality and customer satisfaction.
Quality Manager
Software ONE India Pvt Ltd
08.2015 - 07.2019
- Quality Team Leadership: Led a team responsible for improving the overall service performance across projects.
- Transactional Quality Audit: Implemented a Transactional Quality Framework based on CTQ, which help in identifying the area of improvements and improve the process
- Audit & Risk Management: Planning and execution of internal and external quality audits, ensuring compliance with ISO 9001:2015 and ISO 27001:2013 standards.
- Service Quality Improvements: Implemented several quality tools and techniques to enhance service delivery. Regularly reviewed KPIs and SLAs, and took proactive steps to align operations with customer expectations.
Quality Analyst
BT E-Serv India Pvt Ltd
05.2014 - 08.2015
- Green Belt Six Sigma Project: Initiated and managed a Six Sigma Green Belt project, focusing on time-saving and cost-saving improvements. These initiatives helped the company recover £366,000 through improved process adherence.
- Process Audits: Conducted adherence to process audits, providing actionable insights and implementing corrective measures to ensure process alignment.
Quality Officer
Oberthur Technology India Pvt Ltd
01.2012 - 05.2014
- Incoming Quality Audit (iQA): Managed the quality of incoming materials for GSM, Banking, and BOM materials, ensuring compliance with stringent quality standards.
- Supplier Audits: Conducted annual supplier assessments and audits, driving improvements in product quality through collaboration and structured feedback.
Education
MBA – Master of Business Administration - TOTAL QUALITY MANAGEMENT
Sikkim Manipal University
01.2011
Bachelor of SCIENCE - Physics, chemistry and math
Maharishi Dayanand University
01.2009
HSC - undefined
Government Senior Secondary School
Tauru, Gurgaon01.2006
SSC - undefined
Lipin Public School
Tauru, Gurgaon01.2004
Skills
- Continuous Improvement: Expertise in identifying area of improvements and providing solution by using Six Sigma Methodology and Lean Tools
- Governance & Compliance: Skilled in driving compliance with ISO standards (ISO 9001, ISO 27001), ensuring adherence to CMMI practices, and aligning processes with ITIL service management frameworks
- Agile & Project Management: Proficient in Agile frameworks, Scrum methodology, and managing end-to-end delivery quality in IT projects
- Leadership & Training: Proven ability to lead cross-functional teams, train and mentor staff on quality processes
- Customer Satisfaction (C-SAT): Planning and execution of C-SAT surveys and identifying area of improvements and action plan to address feedbacks
- Risk Management & ISMS: In-depth experience in performing Risk Assessment, implementing Information Security Management Systems (ISMS), and managing risk treatment processes
Certification
- Lean Six Sigma Green Belt (KPMG)
- ISO 9001:2015 QMS Lead Auditor (BSI)
- ISO 27001:2013 ISMS Lead Implementer (G & K Global)
- ITIL V4 Foundation (Axelos)
- Certified Scrum Master (CSM) (Scrum Alliance)
- C3 Certified Corporate Consultant (Miller Wynman Training Inc, USA)
PERSONAL DOSSIER
- Father’s Name: Sh. Arun Srivastava
- Marital Status: Married
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Lead – Delivery Excellence
Iris Software Pvt Ltd
08.2023 - Current
Quality Manager
Wipro Ltd
08.2019 - 07.2023
Quality Manager
Software ONE India Pvt Ltd
08.2015 - 07.2019
Quality Analyst
BT E-Serv India Pvt Ltd
05.2014 - 08.2015
Quality Officer
Oberthur Technology India Pvt Ltd
01.2012 - 05.2014
Bachelor of SCIENCE - Physics, chemistry and math
Maharishi Dayanand University
HSC - undefined
Government Senior Secondary School
SSC - undefined
Lipin Public School
MBA – Master of Business Administration - TOTAL QUALITY MANAGEMENT
Sikkim Manipal University