Kriti Parasher
Bengaluru
Summary
Project and service delivery management professional with over 10 years of experience leading complex service delivery projects and programs, ensuring customer satisfaction. Expertise in Agile, SAFe, ITIL, and PMP frameworks, with a strong track record in governance, process improvement, and stakeholder collaboration. Adept at aligning projects with strategic objectives, driving operational excellence, and leading cross-functional teams. Currently pursuing an MBA to further enhance strategic management and leadership skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Project Manager
Airbus India Private Limited
10.2023 - Current
- Managed governance for three Agile Release Trains (ARTs) with 120+ resources, optimizing delivery timelines and resource utilization.
- Led the SAFe Portfolio Management framework implementation, improving value stream alignment and aligning business strategies with the SAFe framework and operations.
- Ensured that multiple projects aligned with strategic business objectives.
- Motivated team members to consistently achieve or exceed performance expectations, and provided leadership, insight, and mentoring.
- Implemented strategic team objectives aligned with company goals, increasing productivity.
- Developed policies and procedures aligned with organizational standards related to operational excellence.
Project & Service Delivery Management
Sony India Software Centre
02.2020 - 10.2023
- Led the global M365 transformation project, standardizing processes across all entities.
- Designed and implemented a Change Management Framework, reducing risk and turnaround time.
- Analyzed and approved change requests for all Sony operating companies.
- Oversaw the delivery of the M365 Global Tenant, engaging with Product Owners and key stakeholders.
- Worked with cross-functional teams to achieve goals.
IT Performance Manager
Danske IT and Support Services India Pvt Ltd
05.2019 - 02.2020
- Led root cause analysis (RCA) for major incidents, ensuring SLA adherence.
- Developed and maintained team process documentation for knowledge management.
- Created and analyzed weekly performance reports for service improvement.
- Implemented strategies to improve team collaboration and communication.
Associate Consultant
SAP Labs India
01.2017 - 05.2019
- Managed the lifecycle of all service requests and incidents from initial submission through closure.
- Facilitated communications between technical teams during major outages or disruptions.
- Performed data analysis to identify trends, opportunities, and areas for improvement.
- Developed training materials for customer service team members on proper handling of escalated calls.
Technical Support Engineer
Unisys Global Services
01.2015 - 07.2016
- Monitored incident quality from creation to closure.
- Provided real-time phone, email, and chat support to address customer technical concerns.
- Developed training materials and procedures, or trained users in the proper use of hardware or software.
- Created user accounts in Active Directory while maintaining proper security protocols.
Education
Master of Business Administration (MBA) -
Manipal University
Jaipur01.2026
Bachelor of Technology (B.Tech) - ECE
Bahra University
Shimla01.2015
Higher Secondary 10+2 -
St. Bede’s College
ShimlaSecondary Education 10th -
Convent of Jesus and Mary
ShimlaSkills
- Project and Portfolio Management (PMP, SAFe, Agile)
- Service Delivery and ITIL Best Practices
- Operational Excellence: Change, Incident, and Problem Management
- Process Design, Optimization, & Automation
- Strategic Leadership and Stakeholder Engagement
- Data-Driven Decision Making (Power BI, ITSM Tools)
Certification
- Project Management Professional (PMP), PMI, 08/01/2024
- SAFe Agilist, 12/01/23
- Certified ScrumMaster (CSM), 12/01/22
- Google Project Management, 09/01/22
Timeline
Project Manager
Airbus India Private Limited
10.2023 - Current
Project & Service Delivery Management
Sony India Software Centre
02.2020 - 10.2023
IT Performance Manager
Danske IT and Support Services India Pvt Ltd
05.2019 - 02.2020
Associate Consultant
SAP Labs India
01.2017 - 05.2019
Technical Support Engineer
Unisys Global Services
01.2015 - 07.2016
Master of Business Administration (MBA) -
Manipal University
Bachelor of Technology (B.Tech) - ECE
Bahra University
Higher Secondary 10+2 -
St. Bede’s College
Secondary Education 10th -
Convent of Jesus and Mary
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