Nivethitha Delip

Client - Wells Fargo

• Working as a Product Manager for Digital banking applications, by learning more about the application architecture and techniques used to detect, react, mitigate and communicate will scale across all the fictional teams to ensure close oversight that the products are working as intended.
• Developed and deployed Agentic AI solutions within the Tachyon platform for the Fargo application, enabling autonomous task execution and intelligent customer engagement, which reduced manual intervention and improved operational efficiency.
• Developed a comprehensive Power BI dashboards for visualising, shared accountability and transparency in efforts to reduce technical debt.
• Experienced as monitoring specialist and Digital incident response with a passion for technology and system optimisations. I excel in diligent monitoring like synthetic monitoring, alarm/alerts monitoring, Application performance management using various tools like Splunk, General Nelson, Grafana, Thousand Eyes and Big Panda.
• Take charge of P1 & P2 incidents and guide them to resolution managing their entire life cycle.
• Leveraged data from ITSM tools to enable proactive decision-making with detailed views of incident cause and root cause analysis using 5WHY technique.

Client - Ernst & Young.

• To create timely reports, building dashboards and desired presentations using Excel, VBA & Power BI tools, preparation of performance matrix, regular validation & updating the matrix as per the Clients/stakeholders guidelines & expectations.
• Effective collaboration with clients & stakeholders on task planner discussions, future projects (OnPrem & 0365 related projects) and team building activities.
• To set the vision, direction & goal for the team to achieve the SLAs of all types of tickets as per the program goal & objectives.
• Strong understanding of ITIL principles across Incident, Change & Problem management.

Client - Royal Dutch Shell

• Experienced in coordinating a team of fifteen professionals and delivered a result-oriented team.
• As a lead, key responsibilities were team performance, workflow management, adhering to the established KPI's, training and sharing new innovative ideas for service delivery and better customer experience.
• Collaborated with process owners & trainers in deploying the changes in Incident management procedure and proposed improvements plan.

• Worked exclusively with existing business customers and provided technical assistance through inbound voice.
• Proven track record of developing & maintaining strong business relationships with internal clients to understand their business processes, and the development/ articulation of short and long-term Business objective.
• Involved in promoting new packages, followed by deployment and installation by Remote Desktop.