MALVIKA NIGAM
Bengaluru
Summary
Dynamic IT professional with a strong background in Incident Management, Operations, and cross functional leadership. Hands-on experience as a Scrum Master in a global Google project, facilitating Agile ceremonies, backlog refinement, and continuous improvement. Strong ServiceNow Admin expertise including platform configuration, catalog management, and workflow automation. Proven ability to drive process optimization, enhance delivery predictability, and ensure service excellence.
Overview
10
10
years of professional experience
Work History
Senior Associate Consultant
Infosys Ltd
07.2022 - Current
- Led end-to-end Incident Management across Infra teams (VM, Storage, Linux, Windows), achieving 20-30% faster incident resolution while ensuring 100% SLA adherence in line with ITIL practices.
- Managed high-volume incidents using ServiceNow and JIRA, reducing MTTR by 25% through prioritization, escalation, and documentation.
- Facilitated Scrum ceremonies for a Google project, enhancing sprint predictability and delivery consistency by 20%.
- Partnered with Product Owners and stakeholders to refine and prioritize backlog, ensuring clear user stories and acceptance criteria, resulting in 15-20% reduction in rework.
- Proactively removed impediments and balanced BAU, incident support, and sprint commitments, maintaining 90%+ sprint goal achievement across releases.
- Administered ServiceNow (user/group setup, catalog items, business rules, UI policies, access controls), improving service request turnaround time by 15%.
Customer Support Manager
CashFlo (Valor Innovations)
01.2022 - 05.2022
- Onboarded clients and businesses to ensure smooth integration and satisfaction.
- Created dashboards and presentations for monthly client reviews to enhance communication and insights.
- Conducting periodic performance evaluation of direct reports
- Expertly navigate the Excel user interface, perform calculations with formulas and functions, professionally format spreadsheets, and create visualizations of data through charts and graphs.
- Managed daily financial transactions in a timely manner.
- Invoice discounting
- Conducted data simulations to model potential outcomes.
Operations Team Manager
IDFC First Bank
01.2021 - 12.2021
- Led Agile delivery for large-scale B2B & B2C operations (110+ HC, 7+ Team Leads).
- Facilitated Agile ceremonies, removed impediments, and ensured commitment to sprint goals for improved team focus.
- Managed KPIs, SLAs, and delivery metrics aligned with client and organizational goals.
- Ensured workflow optimization and TAT adherence in high-volume environments.
- Drove continuous improvement initiatives focused on automation, efficiency, and quality.
- Enabled cross-functional collaboration and cross-skilling, enhancing delivery resilience and operational flexibility.
- Applied ITIL-aligned service management practices for incident and delivery governance.
Product Trainer & Team Lead
Tech Mahindra Limited
04.2019 - 12.2020
- Led orientations and successfully trained employees in sales fundamentals and methodologies.
- Supported Beehive project by implementing targeted sales training modules, contributing to overall project success.
- Ensure new hires take on basic sales training courses, including communication, and troubleshooting skills.
- Resolved escalated client and team member cases through effective communication and problem-solving, enhancing customer satisfaction.
- Prepared service quality plan encompassing quality control, assurance, and improvement to establish a comprehensive program for agents and leads.
Product & Process Trainer
Concentrix, Pune
07.2016 - 03.2019
- Delivered engaging training sessions that improved trainee engagement and knowledge retention.
- Led group training and one-on-one coaching sessions.
- Coordinated mentorship programs for new hires, ensuring comprehensive training documentation was maintained.
- Managed trainee data and tracked progress using Excel.
- Organized development activities that contributed to employee skill enhancement and organizational growth.
- Collaborated with managers to promote on-the-job coaching for handling complex cases.
- Resolved customer queries and complaints promptly with empathy and professionalism.
- Partnered with marketing and operations to enhance internal documentation and client deliverables.
- Recognized among top 10% performers; received Sparkle Award and two-time Employee of the Month.
Customer Support Executive & Team Leader
Arvato Bertelsmann
07.2016 - 03.2019
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Managed customer relations issues gracefully while adhering to company policies.
- Established reputation for efficiency and accuracy in service delivery.
- Acknowledged and incentivized exceptional performance to foster a positive and collaborative customer service environment.
- Communicated clear expectations and goals to each team member.
- Prepared reports and analysis based on project specifications.
Education
B.Tech - Electronics & Communication Engineering
Uttar Pradesh Technical University
01.2014
Intermediate -
C.B.S.E
01.2010
High School -
C.B.S.E
01.2008
Skills
- Incident Management
- ITIL Practices
- Scrum Master
- Agile Delivery
- Sprint Planning
- Backlog Refinement
- Retrospectives
- JIRA
- ServiceNow Administration
- ITSM
- Stakeholder Collaboration
- Cross-functional Collaboration
- SLA Management
- Process Optimization
- Dashboard Creation
- Reporting
- Presentation Management
- Client Relationship Management
Accomplishments
- Consistently achieved monthly sales targets and key objectives for consecutive quarters.
- Recognized by clients for delivering high-quality process training and operational excellence.
- Streamlined administrative tasks by designing efficient Excel-based tracking tools.
- Recipient of multiple awards (2017, 2018, 2019), including Employee of the Month, for exceptional operations management.
- Udemy Certified ServiceNow System Administrator - Skilled in platform configuration, catalog/workflow customization, and ITSM best practices.
- Udemy Certified in ITIL Foundation - Solid grounding in IT service management and incident lifecycle practices.
- Udemy Certified in Project Management Essentials - Proficient in stakeholder coordination, time/task management, and project execution strategies.
Timeline
Senior Associate Consultant
Infosys Ltd
07.2022 - Current
Customer Support Manager
CashFlo (Valor Innovations)
01.2022 - 05.2022
Operations Team Manager
IDFC First Bank
01.2021 - 12.2021
Product Trainer & Team Lead
Tech Mahindra Limited
04.2019 - 12.2020
Product & Process Trainer
Concentrix, Pune
07.2016 - 03.2019
Customer Support Executive & Team Leader
Arvato Bertelsmann
07.2016 - 03.2019
B.Tech - Electronics & Communication Engineering
Uttar Pradesh Technical University
Intermediate -
C.B.S.E
High School -
C.B.S.E