Madhu Kumari
Service Delivery Lead
Jamshedpur,JH
Summary
Results-driven Service Delivery Lead with over 11 years of experience in managing complex service operations across diverse industries. Skilled in building strong client relationships, leading high-performing teams, and implementing ITIL-based frameworks to improve efficiency and service quality. Recognized for consistently exceeding performance targets, streamlining processes, and fostering collaboration between technical and business stakeholders to achieve strategic goals.
Overview
12
12
years of professional experience
Work History
Service Delivery Lead
Wipro Technologies
Jamshedpur
04.2022 - Current
- Oversee daily service delivery operations across assigned teams and projects.
- Acted as the main point of contact for escalation management.
- Facilitated communication between clients, technical team s and internal teams (support, development, infrastructure, etc) to ensue timely issue resolution.
- Developed training materials for onboarding new team members effectively.
- Collaborated with cross-functional teams to enhance service offerings and solutions.
- Resolved customer service issues to maintain ideal customer experiences.
- Managed a team of 18+ service delivery personnel, providing guidance, shift allocation and direction to ensure the successful completion of tasks.
- Managed busy calendar for executive team, planning and preparing meetings and communications.
- Conducted regular monthly governance, service reviews, and reporting to stakeholders.
Project Lead
Wipro
Jamshedpur
04.2020 - 09.2021
- Designed implementation plans based on detailed requirement analysis.
- Managed development team of 10 to 15 members, ensuring effective collaboration.
- Developed and tested code to meet project specifications.
- Prepared unit test report documents to summarize testing outcomes.
- Debugged code to rectify defects and enhance functionality.
- Mentored junior engineers in best practices.
- Conducted risk assessments to proactively identify project challenges.
- Provided ongoing support throughout project implementation phases.
- Developed documentation for database processes, policies, and procedures.
- Updated project plans based on changing objectives, specifications, and staff availability.
Senior Test Lead
Nissan
Kolkata
05.2019 - 02.2020
- Prepared proof of concept document for automation initiatives.
- Managed user stories in JIRA, ensuring clarity and tracking.
- Collaborated with developers to identify and resolve defects during testing cycles.
- Maintained comprehensive database of test results for analysis and reporting.
- Tracked project milestones and deliverables while updating stakeholders regularly.
- Developed methods to automate complex test scenarios, enhancing efficiency.
- Performed regression testing post-bug fixes to verify functionality restoration.
- Conducted root cause analysis on test failures, identifying improvements to mitigate future risks.
Data Analyst
Wipro Technologies
Hyderabad
05.2017 - 04.2019
- Prepared test plan documents, high-level test scenarios, and detailed test cases.
- Facilitated walkthroughs with business stakeholders and BAs on SRD and mapping documents.
- Generated comprehensive test data collections to support various testing phases.
- Executed functional, non-functional, performance, smoke, and regression tests in ETL processes.
- Tracked activities and defects using Jira 6.3 for effective project management.
- Participated in calls with Scrum master and business representatives to ensure alignment.
- Conducted knowledge transfer sessions for new team members and developed standard operating procedures.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
ETL Test Lead
Wipro Technologies
Hyderabad
03.2016 - 04.2017
- Analyzed business requirements through the Software Requirements Document (SRD), and designed test cases.
- Generated comprehensive test plans, scenarios, documents, and collected test data.
- Executed tests, tracked defects, and reported issues using Jira 6.3.
- Tested QlikView-built reports and data.
- Conducted database, ETL, functional, smoke, regression, performance, and system integration testing.
- Monitored project progress and addressed issues to ensure timely completion of testing.
- Mentored junior testers on best practices in testing methodologies.
- Reviewed existing testing processes to enhance overall efficiency and compliance.
Test Analyst
Wipro Technologies
Hyderabad
06.2015 - 02.2016
- Analyzed business requirements from SRD to guide effective testing strategies.
- Developed comprehensive test plans and designs aligned with SRD and use case specifications.
- Generated detailed test scenarios, documented test cases, and updated test data as required.
- Executed tests, tracked defects, and provided updates using HP ALM.
- Conducted functional, non-functional, performance, and system integration testing.
- Collaborated with client manager within Agile framework while implementing Lean methodologies.
- Created SOP and SMTD documentation for onboarding new team members.
- Performed health checks on all relevant applications while maintaining version control for testing documentation.
Application Developer
Wipro Technologies
Hyderabad
06.2014 - 05.2015
- Conducted document walkthroughs with business stakeholders for clarity and alignment.
- Prepared Technical Specification, TRIP, and RIG documents to support project requirements.
- Created database scripts, tables, and structures for efficient data management.
- Designed and coded forms to enhance user experience.
- Executed unit testing, identified bugs, and implemented fixes efficiently.
- Developed presentations for business walkthroughs to facilitate understanding.
- Collaborated with onsite manager on project planning, status updates, and defect tracking.
- Analyzed UAT defects, providing clarifications and solutions.
Education
MS - IT
VIT University
Tamil Nadu12.2018
Bachelor of Computer Application -
Jamshedpur Women’s College
Jamshedpur12.2013
Skills
- Service delivery management
- Issue resolution
- Team leadership
- Project management
- Client relationship management
- Cross-functional collaboration
- Data analysis
- Process improvement
- Effective communication
- Problem solving
- SLA management
- Time management
- Adaptability to change
- Escalation management
- ITIL framework
- Service level agreements
- Incident management
- Meeting coordination
Accomplishments
- Consistently honored with the Star Performer Award for exceptional contributions and outstanding delivery across multiple projects.
- Earned Recognition Awards and Certificates from both company leadership and clients for excellence in performance.
- Designated as Subject Matter Expert (SME) for the Nexus project by the project lead, business analyst, and manager.
- Awarded Winner Circle Points by the manager following successful Go-Live, warranty phases, and customer appreciations.
- Earned Recognition Awards and Certificates from both company leadership and clients for excellence in performance.
- Designated as Subject Matter Expert (SME) for the Nexus project by the project lead, business analyst, and manager.
- Awarded Winner Circle Points by the manager following successful Go-Live, warranty phases, and customer appreciations.
Extracurricular Activities
Actively participated and also won in some of the programs conducted in account like Badminton tournament, Throwball match, ODC decoration, Rangoli competition etc. Actively worked as a spoc for diversity club and event management team to manage events.
Languages
- Hindi
- English
Personal Information
- Date of Birth: 12/21/91
- Nationality: Indian
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Timeline
Service Delivery Lead
Wipro Technologies
04.2022 - Current
Project Lead
Wipro
04.2020 - 09.2021
Senior Test Lead
Nissan
05.2019 - 02.2020
Data Analyst
Wipro Technologies
05.2017 - 04.2019
ETL Test Lead
Wipro Technologies
03.2016 - 04.2017
Test Analyst
Wipro Technologies
06.2015 - 02.2016
Application Developer
Wipro Technologies
06.2014 - 05.2015
MS - IT
VIT University
Bachelor of Computer Application -
Jamshedpur Women’s College