DAKSHINESWAR BHAMIDIPATI

• Joined Skill Mine as a Service Delivery Manager with Scrum Roles & Responsibilities for the client ICICI Bank.
• Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
• Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
• Monitored customer quality metrics which is of 95% and took proactive steps to implement resolutions and restore acceptable levels.
• Oversaw delivery portfolio encompassing with deliveries per week.
• Supported customers via telephone, email and at sites to handle escalations and product concerns.
• Worked with vendors to schedule daily pickups and weekly deliveries.
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• Placed in CTS as a Project Manager with Scrum Master & Delivery Manager roles & responsibilities for Pharmaceutical client SANOFI.
• It is a Pharmaceutical Client and was successfully able to do application migration from one version to other version.
• It is by ensuring all the required changes are in place by assisting the development team to develop application and test in lower environments and then by getting an approval from the Product owner it is deployed in production version.
• Ensured that there is a effective communication to ensure that every thing is well document and in understandable way to any common user.
• Always keep stakeholders, product owner and client informed by sharing the project progress reports like as below.

1. Product backlog report

2. Sprint Backlog

3. Changes Report

4. Sprint burndown

• Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
• Developed project management roadmap to define project objectives, timelines and milestones.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Organized internal audits and led efforts to determine and remedy deficiencies.
• Proposed and implemented system enhancements to improve performance and reliability.
• Developed project plans identifying key issues, approaches and performance metrics.
• Led and managed staff of 30 team members engaged in administering complex IT infrastructure.
• Met project deadlines without sacrificing build quality or workplace safety.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Monitored project performance to identify areas of improvement and make adjustments.
• Provided detailed project status updates to stakeholders and executive management.

• .Worked as Business System Consultant with roles & responsibilities of SCRUM MASTER and ITIL.
• As a SCRUM Master ensure that events and ceremonies are conducted regularly like Sprint Planning, Daily Scrum Calls to understand the progress, Sprint reviews & Sprint Retrospectives.
• Into SRE Practice concept work with SCRUM Team. We get the tickets assigned in Jira and need to follow up with the Chapter Leads to get the exact status of that ticket on how that going to be implemented to automate things.
• Coaching and mentoring the team on Scrum practices and agile principles.
• Removing impediments and ensuring a productive work environment for the team.
• Embrace a servant leadership style, focusing on the well-being and growth of the development team.
• Assist the team of 30 in self-organizing and making decisions independently while providing necessary support.
• Assisting the Product Owner with product backlog management.
• Help the team and stakeholders understand Scrum metrics and measurements, such as burndown charts and velocity.
• Promote transparency by ensuring that the team's progress, challenges, and successes are visible to all stakeholders.
• Defining and prioritizing the product backlog based on business value and stakeholder feedback.
• Collaborating with stakeholders to gather requirements and manage their expectations.
• Ensuring the development team understands the items in the product backlog.
• Accepting or rejecting completed work items during Sprint Reviews.
• Continuously refining the product backlog to adapt to changing market conditions.
• Strong Knowledge on ITIL, hands on experience in to Incident, Problem Change & Release Management
• Maintained high customer satisfaction standards to meet or exceed targets.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends in the project goal.

· Worked as a Technical support Specialist and also as a SM for the client ABB account.

· As an SM facilitates daily Scrum calls as needed. Share the information as & when required also get the info about the status of the assigned tasks and roadblocks if there are any and guide the team in clearing the roadblocks.

· Also participate in meeting and capture the feedback.

· Educate the team from over-committing and scope creep. Aid in estimation and sub task creation.

· Also note areas of improvement and action item of future sprints.

· Meet with individual team member and stakeholders as needed. Iron out team disagreements about process and work styles.

· Always comfortable doing just about anything to help the team.

· Ensure that cards are up to date and the scrum tool, Jira Software or otherwise, is working well.

· Hands on experience on “Service Now” tool where all the tickets get recorded for ABB.

· As a Change Manager, review the changes and check if all the changes are meeting the required parameters.

· Coordinating with the Business Partners for the downtime approvals for the production changes.

· Hosting the CAB/ ECAB calls and get the changes approved by the client and stake holders.

· Also used to be the part of deployment of a change by providing steps to the technical teams. Ensures that there is no delay for every step we provide.

· Focus on Major, Emergency & Cross tower changes.

· Hosting the CAB calls and get the changes explained by the change requestors to the client & Stake holders and get the changes approved.

· Zero tolerance in terms quality of the change. Ensure all parameters are followed at the time of change creation.

· Strict governance on changes. Ensure changes goes through every phase till closure.

· If the change is failed, ensure that the PIR (Post Implementation Review) template is filled in by the respective teams and get discussed in the weekly call.

· Defining and measure success metrics and monitor change progress.

· Tech Lead in CTS on Service Management for Wells Fargo.

· Deployed to Wells Fargo location in Hyderabad for Change Management process.

• Created proofs of concept for innovative new solutions.
• Documented software development methodologies in technical manuals to be used by IT personnel in future projects.

· Job role is to monitor, track and get approvals from the stake holders, attending CAB calls and get the changes implemented on time.

· Also used to monitor performance of the team members and provide feedback on a regular basis.

· Also collate the data for that particular month and share the same with the higher management

· The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance.

· Conduct impact analyses assess for change readiness.

· Identify, analyze and prepare risk mitigation tactics Manage stakeholders, Track and report issues.

· Define and measure success metrics and monitor change progress.

· Also worked with US counter part of Project Management for the upcoming changes even more effectively to obtain quality deliverables.

Monitoring overall progress and use of resources, initiating corrective action where necessary.

· Joined as a RDSE (Remote Desktop Support Engineer) and moved to Major Incident Management and also NOC & SOC.

· Parallelly was into Data Center Operations (DC OPS), Change, Problem & Incident Management

· Handling priority incidents, driving bridge calls to the resolution of priority incidents, good visibility among the team and also in the management.

· Ensure all Priority Incidents are validated and progressed in accordance with SLAs aligned to Incident priority and status, during business hours and outside of business hours based on service requirements.

· Ensure timely and accurate handling of Major Incident records, which includes the creation of (where required), receipt of, processing of fields and workflow, and closure of Major Incident

· Has attained good amount of knowledge in the process/policies/procedures.

· Managed notifications and/or broadcast messages as per defined SLAs, providing accurate and quality information to the required stakeholders.

· Focused on ensuring resolution of Major Incidents within service level through the identification of resolutions and workarounds.

· Involving in weekly review call/EUC call/ ITSM Call with top level management and clients.

· Pretty good experience on NOC & SOC related incidents.

· Ensured accurate and up to date documentation is maintained during the lifecycle of a high priority Incidents to provide accurate input to other linked processes such as Incident Management, Problem Management, and Change Management.

· Preparing Evaluation reports for all major incidents.

· Preparing Monthly audit report.

· Change Manager for the Transition Project AAA.

· Create, Review, Assess and move the Changes to deploy which helps in enhance the business.

· Work with Support teams to guide them in implementing the change successfully.

· Provide consultation/guidance to technology teams on all matters of change policy, standards and best practice

· Try to implement ideas to improve the business area and focal point for the Network related changes, on how to proceed them further.

· Monitor all the Changes, collate them all segregate and showcase the same to the stake holders through PPT.

· Work with LOB partners and Planners on Restore requests to ensure bringing back the devices into Production with no issues

· Keep the stakeholders updated on project status and hold regular meetings with them on issues.

· Ensure that change risk is understood and mitigated to increase the likelihood of successful implementation at the first attempt.

· Ensure that the Change Requests go through all the phases and are implemented on the planned date as requested by Client.

· Initiate changes that are required for the infrastructure and follow up on the RFC until successful closure.

· Actively participating and driving CAB meeting and ensure that full approval is granted prior to implementing changes.

· Verify PIR and close the change requests, in case of any failed change.

· Ensure change related Document is completed and updated.

· By looking at my performance “Univision” Project loaned me to stabilize their project. So I’m the

shared resource for both the projects.

· Successful in building up trust by top level management and the clients on my competencies and involvement towards the project and in achieving and maintaining the SLAs.

· Gained high appreciation from the client through achieving and maintaining all the SLAs in green for 9 consecutive months.

· Able to direct and manage the incident coordinators and incident coordination process, SLA oversight, adherence and reporting

· Able to enhance business perception of IT through use of a professional approach in quickly resolving and communicating incidents when they occur.

· Successful in increasing visibility and communication of incidents to business and IT support staff

· Able to organize resources across different teams to drive resolution of system critical issues

· Reduced average resolution time by increasing percentage of incidents solved by the Operations Support team.

· Ability to solicit information from business units and support teams to better manage 'Known Errors' and recurring incidents

· Flexible to work in a virtual team environment across time zones

· Flexible to work in dynamic environment with changing priorities

· Ability to work well within a team to learn and share knowledge by applying processes ensuring that resolutions are documented in the Knowledge Management database and any appropriate escalations;

· Build services relationship with customers and conduct service reviews for key customers. Review performance reports, service improvements, service quality and

· Demonstrated ability to handle multiple tasks with little to no forewarning

· Demonstrated ability to lead teams of technical personnel responsible for operational management

· Effective at managing multiple issues with conflicting priorities under tight deadlines High attention to detail and accuracy.

· Provide information about incidents analysis and KPIs