Divya Soni

• Implemented Scrum and Kanban principles to streamline processes and deliver successful outcomes across multiple projects.

Incident Management:

• Collaborated with technical teams to analyze and resolve P0/P1/P2 issues within SLA, while proactively communicating updates to clients and senior management in the internal tool of the Google client domain.
• Maintained and documented Confluence pages to educate team members on new implementations, and ensure knowledge sharing across the project. Monitoring, analyzing, and allocating incoming incidents and service requests to resources for closure within SLA, using Jira, PLX dashboards, Buganizer and Taskflow tools.
• Prepared and presented weekly SLA performance reports to stakeholders, highlighting trends and areas for improvement.
• Represented the team in daily Health Check calls by providing status updates, highlighting ongoing upgrades and their cross-team impact, and communicating priority tasks to stakeholders.

Scrum Master:

• Prepare and maintain dashboards to track team progress, highlighting potential issues and risks.
• Acted as a servant leader, empowering team members to take ownership of tasks, and collaborate effectively toward common goals.
• Ensure Agile principles are followed, working with teams to maintain velocity and improve sprint predictability.
• Coach product owners (POs) in backlog grooming, prioritization, and ensuring that the team works on the most valuable features.
• Foster a culture of collaboration and continuous improvement by facilitating team retrospectives, and implementing process improvements.

• Developed, implemented, and maintained real-time dashboards and reporting tools to track key performance indicators (KPIs) and monitor business health.
• Assist with account-related tasks such as account creation, login issues, security, password recovery, and account verification processes.
• Identify and resolve player issues related to game functionality, software bugs, and payment processing. Collaborate with technical teams to ensure swift resolutions for complex problems.
• KYC validation of all the personal documents for different players across the globe. Identifying and flagging accounts with suspicious activity and preparing compliance reports for audits.

• Conducted extensive data cleaning to ensure accuracy, consistency, and quality of voice command data collected from Alexa devices.
• Analyzed user interaction data, driven insights, and contributed to the optimization and evolution of Alexa's capabilities.
• Conducted A/B testing, experiment analysis, and user segmentation to optimize Alexa's features and performance.
• Collaborate with cross-functional teams to understand business objectives, and provide data-driven recommendations.