Manshul Khandelwal
Team Leader, Operations
Delhi,DL
Summary
Certified Scrum Master with strong People and Project Management Skills, capable of implementing Agile methodologies across different scrum teams and organization. Willingness to learn, solve problems and acquire new skills to apply to working environment. Attention to detail with excellent communication skills to foster positive relationships.
Overview
2
2
Certifications
4
4
years of post-secondary education
8
8
years of professional experience
Work History
Team Leader
Metlife Global Operations Support Center
Jaipur, Rajasthan
04.2019 - Current
- Lead multiple configuration and testing projects in the last 2 years (ServiceNow, 2020 Talent Projects in SAP SuccessFactors)
- Closely collaborated with project members to identify and quickly address problems.
- Managed and motivated project teams to promote collaboration and keep members on-task and productive.
- Evangelized Agile as strategic asset of culture and business value, inspiring teams in implementation of new tools and techniques including [Tool] and [Technique].
- Worked effectively with multiple Scrum teams both internally and off-shore.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.
- Applied agile methodology to shorten cycle time and achieve target margins.
- Proficiency on Tools – ServiceNow, JIRA, SharePoint, MS Office, SAP SuccessFactors ( Performance Module and Learning Module)
Team Leader – IT Operations
Accenture Solutions Private Limited
Gurugram, Haryana
12.2014 - 04.2019
- Handled day-to-day running of Operations, ensuring high levels of productivity and progression.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Created efficient work schedules for each team member to maintain deadlines and fully staff shifts.
- Managed performance reviews for 23 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
- Partnered with Training Lead to train and develop team member skillsets and competencies.
- Oversaw and optimized work of 23 Senior Associates and Subject Matter Experts performing high-quality service delivery.
- Collaborated with Quality Lead to implement SME reduction program resulting in annual saving of $20K.
- Interviewed, hired and trained new employees for Senior Analyst position.
Technical Support Officer
HCL Technologies Limited
Noida, Uttar Pradesh
01.2014 - 12.2014
- Processed over 300 support requests weekly for technical assistance on wide range of issues related to British Telecom services.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Web Developer Intern
Techsmelter Limited
Delhi, Delhi
11.2012 - 12.2013
- Studied basic project requirements with assigned technical lead and planned development strategies.
- Worked on eCommerce maintenance and management for client websites.
- Developed user interfaces with modern JavaScript frameworks, HTML5 and CSS3.
- Partnered with business stakeholders and experts regarding research and productivity to achieve goals.
- Assisted with development of software user manuals.
Education
Bachelor of Engineering Technology - Electrical And Electronics Engineering
Bharati Vidyapeeth College of Engineering
Delhi 07.2007 - 06.2011
Skills
Microsoft Office
Certification
ITIL Foundation V3
Accomplishments
- Q4'2020 Above and Beyond Award at Metlife GOSC
- Q3'2019 - Torch Bearer Award at Metlife GOSC
- Star of Business Award (2015,2016 & 2018) at Accenture Solution Private Limited
- Collaborated with a cross function team of 5 in the development and deployment of ServiceNow to replace the legacy CRM tool.
Timeline
Certified Scrum Master
02-2021
Team Leader
Metlife Global Operations Support Center
04.2019 - Current
ITIL Foundation V3
12-2018
Team Leader – IT Operations
Accenture Solutions Private Limited
12.2014 - 04.2019
Technical Support Officer
HCL Technologies Limited
01.2014 - 12.2014
Web Developer Intern
Techsmelter Limited
11.2012 - 12.2013
Bachelor of Engineering Technology - Electrical And Electronics Engineering
Bharati Vidyapeeth College of Engineering
07.2007 - 06.2011
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