Summary
Work History
Education
Skills
Accomplishments
Personal Information
Areasofexposure
Languages
Projects
Timeline
Generic

Manjula Aiyathurai

Scrum Master
Anna Nagar

Summary

Team-oriented individual promoting exemplary presentation, project management and risk oversight skills. Demonstrative Scrum Master with background communicating effectively with and leading high-performance teams. Considered expert in prioritizing tasks and optimizing workflows.

Work History

Scrum Master

Wipro Technologies
1 2021
  • Implemented and enforced scrum principle and Practices
  • Facilitated continues improvement and identified and removed team impediments
  • Supported product owner with documents of user stories and acceptance criteria
  • Monitored team backlog daily and ensured it accurately reflects the current state of the sprint
  • Established and actively managed all projects and key stakeholder expectations and relationship
  • Managed risks to delivery

Project Management and Operations

Wipro Technologies
04.2024 - 01.2021
  • Designated in Wipro Technologies Talent optimization Manger for banking sector.

Asst Manager

Wipro Technologies
- 03.2024
  • Designated in Wipro Infotech as a Resourcing Executive to handle PAN India on a single vision of resource optimization.

Vendor Management and Payment process

Wipro Infotech
  • Guiding IT infrastructure and Service Delivery operations for clients across India ensuring resolution of issues, customer complaints, while handling team, training and quality matters.

Quality check, MIS executive

Wipro Infotech – SCB
  • RMS & REMEDY Tool MIS & quality executive for PAN India
  • Downloading the reports from remedy tool through the macro (remedy) & down loading the reports from RMS tool
  • Preparing various reports like Daily, Monthly, weekly & also managing ad-hoc reports based on the requirements of the supervisor/Manager
  • Analyzing the reports on timely basis and providing the key points to the supervisor for better performance
  • Auditing & Quality check for Remedy &RMS
  • Maintaining resource utilization
  • Conducting induction for new joiners
  • Guiding the resources for carrier growth
  • Managing daily reports (10 reports preparation)
  • Analyze resource capability and improving them accordingly
  • Maintaining audit report
  • Preparation of SLA, Resumption, Process Violation and VIP SLA& alert the team accordingly for further growth
  • Maintaining DNA Call logging & WCCC Call logging and proper follow up till closure.

Desktop L2 (Remote Support)

Wipro Infotech – SCB
  • PAN INDIA remote support L2 & providing technical support for the team
  • Accept the user call and log the call in the system Provide first level support over Message delivery system.(Telephone, Email) Call dispatch to second level support group in the event problem not being resolved over message delivery system
  • Update the calls at regular interval about the status of their problem in the event of call being escalated
  • Application Maintenance Product Support services with enhancements and the upgrades
  • Experience in the operation of industry leading monitoring tools like Remedy tool and WCCC tool, RMS tool
  • Trouble Shooting Ms-outlook issues, lotus notes, IE issues and application issues, Symantec Antivirus updating
  • Troubleshooting desktop calls i.e
  • Application issues, IE issues, Outlook issues, configuration, installation of application, printer installation & banking domain application
  • Trouble shooting printer issues
  • Application issues like (EBBS, S2B, SIS, QC, Ms-Office 2003 & 2007, Digital signature Etc)
  • Training new employees on technology and products

Senior IT Engineer/System Analyst

Wipro Infotech – IGS
  • Application Maintenance Product Support services with enhancements and the upgrades
  • Experience in the operations of industry leading monitoring tools like E-HELPLINE tool and PEREGRINE SYSTEMS
  • Service Management, Incident management, Change Management, Service request management (SRM) and Problem Management
  • Recording and tracking of support requests and Co-ordination with clients and technology team in UK for service related issues in Citrix Applications
  • Responsible for solving user queries without violation of Wipro SLA norms
  • Troubleshooting Hardware, Operating System and Network related issues on Desktops
  • Daily reviewing of incident with respect to all domains in Infra-environment
  • Provide first level support over message delivery system
  • Call dispatch to the second level support group in the event problem not being resolved over message delivery system Close the call with the user after the incident/Problem/Service request is successfully resolved as per the user satisfaction
  • Evaluating productivity Performance reports and giving feedbacks
  • Preparation of ISO 27001 documents & Generating daily, weekly and monthly maintenance reports
  • Report generation on the following: Call Statistics Daily reporting, Weekly, Monthly(Call trend, Daily process report, System availability report, Business uptime report, uptime availability report)
  • Vendor Analysis report
  • Escalation Report Frequent Problem analysis report.

Tele Caller

Info vision solutions Pvt Ltd
  • Daily, Weekly & Monthly report discussions & submissions
  • Communicating with the customer service for collecting the full sets of documents for clearance purpose
  • Communicating with the customer regarding insurance details and clearance
  • Maintain feedback form and the reports collected from the customer and submitting to the management.

Education

B.E. (Computer Science) -

Anna University

X - undefined

Sri SaraswathiPadasala Higher Sec. School

D.C.T. - undefined

Periyar Girls Polytechnic

Skills

Understanding of CITRIX system applications

Accomplishments

  • Awarded as STAR PERFORMER for fulfilling the 71 contractor employee requirements in a month time with Average TAT of 7.5.
  • Maintained Nil retainer, franchisee and trainee in bench.
  • Done Suite Mapping for entire Wipro InfoTech (15000) Employees in a day time.
  • Got an Appreciation from Regional Team Manager for closing the Transfer and Relocation with an Average TAT of 1 day.
  • Got best performer award for the year 2022.
  • Got inspiring performance award from account DM for closing the critical positions.
  • Got Extraordinaire award from SDH for closing the critical actions in few accounts.
  • Got inspiring performance award from account ADHS and SDHs.
  • Got best employee award for the year 2022.

Personal Information

  • Positions: Workforce Management, PMO/Positions in the IT infrastructure Operations & Banking Domain
  • Father's Name: Mr. K. Aiyathurai
  • Husband's Name: Mr. C. Saravanan
  • Nationality: Indian
  • Marital Status: Married

Areasofexposure

  • Resourcing & Staffing
  • Quality
  • Team Management

Languages

English, Tamil

Projects

Graphical Representation of Linux Server, C/C++, 4 months, Maverick Info Systems, 2, This project Persistent & Concurrency Server is about designing and implementing a process that is backed up by a concurrent standby process. When a transaction is going in a main process during that time, a failure can occur by means of any type of crash. So transaction can be immediately transferred to a stand by process through IPC and sockets.This project is done as part of an SCM project for ELCOT Limited. When the main process recovers from failure the transaction again sends to main process from a standby process through IPCS and sockets. So by providing the standby process, to active process reliable software being provided which increases the overall efficiency of the system.

Timeline

Project Management and Operations

Wipro Technologies
04.2024 - 01.2021

Scrum Master

Wipro Technologies
1 2021

Asst Manager

Wipro Technologies
- 03.2024

Vendor Management and Payment process

Wipro Infotech

Quality check, MIS executive

Wipro Infotech – SCB

Desktop L2 (Remote Support)

Wipro Infotech – SCB

Senior IT Engineer/System Analyst

Wipro Infotech – IGS

Tele Caller

Info vision solutions Pvt Ltd

B.E. (Computer Science) -

Anna University

X - undefined

Sri SaraswathiPadasala Higher Sec. School

D.C.T. - undefined

Periyar Girls Polytechnic

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Manjula AiyathuraiScrum Master