4
Certification
11
Years of experience
Results-driven PMO professional with over 10 years of experience in project management, quality assurance, and service delivery. Expertise in PMO governance, RAID management, and stakeholder engagement, supporting enterprise transformation initiatives. Completed leadership training through the One-Year Leadership Programme for Women Executives at IIM Calcutta, enhancing capabilities in process improvement and global team collaboration.
Work History
PMO
1 Year 2 Months- Acted as PMO for a £5.35M global Application Development & Management (ADM) transformation, supporting the transition and governance of a 72+ FTE managed services team across Finance, HR, Sales, Legal, Marketing, Enterprise Service Management, and Digital Workplace applications.
- Established ITIL governance framework, defining standardized incident, change, and problem management processes, SLAs, KPIs, and governance metrics to enhance service delivery and operational excellence.
- Led PMO governance activities, managing RAID logs, mitigating risks and issues, tracking dependencies, planning milestones and transitions, and delivering executive status reports to ensure programme delivery remained on track.
- Facilitated governance meetings with business and technical stakeholders, driving action tracking, decision management, and successful knowledge transfer through to steady-state operations.
- Designed and implemented ServiceNow workflows, improving ticket categorization, routing, and governance to enhance operational visibility and reporting.
- Managed resource onboarding/offboarding, access provisioning, and software license management, ensuring operational readiness throughout the transition.
- Facilitated governance meetings with business and technical stakeholders, tracking actions, managing decisions, and ensuring effective knowledge transfer to steady-state operations.
Quality Manager
2 Years 11 Months- Led governance and quality team of 8 to enhance support for 4 enterprise accounts.
- Managed governance frameworks and ensured audit compliance through performance reporting.
- Conducted governance reviews with leadership and drove corrective and improvement actions.
- Conducted governance reviews with leadership to implement corrective actions and drive improvements.
- Developed dashboards for project health, utilization, delivery KPIs, and risk metrics.
Quality Analyst
1 Year 9 Months- Collaborated with the Automation Team to design and implement automated ticket workflows for New Joiner and Rehire processes, improving operational efficiency and reducing manual effort.
- Led a Six Sigma Yellow Belt process improvement initiative focused on reducing ticket misroute, resulting in a 25% reduction in incoming ticket volumes and delivering an estimated 2 FTE capacity saving.
- Analyzed service delivery and quality metrics to identify process inefficiencies, recommend corrective actions, and drive continuous improvement initiatives.
- Conducted quality audits and compliance reviews to ensure adherence to defined processes, service standards, and operational controls.
- Partnered with cross-functional teams to improve process accuracy, reduce rework, and enhance overall customer experience.
Quality Analyst
11 Months- Facilitated program governance, KPI reporting, and performance management processes to ensure alignment with organizational objectives.
- Collaborated with leadership on governance reviews and led improvement initiatives to enhance operational effectiveness.
- Led an AHT optimization initiative by analyzing process inefficiencies and driving targeted improvements, resulting in reduced handling times and increased operational productivity.
- Provided data-driven insights through performance reporting, trend analysis, and quality scorecards to support management decision-making.
Service Coordinator
2 Years- Coordinated service delivery reporting to enhance stakeholder communication.
- Supported transition planning and resource coordination to ensure service readiness.
- Coordinated service requests and issue resolution for client engagements across multiple departments.
- Streamlined communication processes between clients and technical teams to enhance service delivery.
- Led initiatives to improve customer satisfaction through feedback analysis and process adjustments.
Technical Support Representative
1 Year 9 Months- Provided technical support services, achieving SLA compliance and enhancing customer satisfaction.
- Resolved technical inquiries using advanced troubleshooting methods and tools.
- Provided exceptional customer support through multiple channels, ensuring timely issue resolution.
- Documented and tracked customer interactions in CRM systems for reference and follow-up.
Education
Bachelor of Engineering - Computer Science
Skills
Program governance
Project controls
Executive communication
Resource planning
Performance metrics
Risk Management
Release management
Azure DevOps
MS Project
Data Analysis
Project Tracking
Certification
- Project Management Professional (PMP)
- Certified Scrum Master (CSM)
- ISO 9001:2015 Lead Auditor
- Leadership Programme for Women Executives – IIM Calcutta
Timeline
PMO
Kyndryl
05.2025 - CurrentRead More
Quality Manager
Kyndryl
06.2022 - 05.2025Read More
Quality Analyst
Kyndryl
09.2020 - 06.2022Read More
Quality Analyst
IBM
10.2019 - 09.2020Read More
Service Coordinator
IBM
10.2017 - 10.2019Read More
Technical Support Representative
IBM
01.2016 - 10.2017Read More
Sambhram Institute of Technology, VTU
Bachelor of Engineering from Computer Science
Read More