PHANIKANTH SHARMA
Summary
An accomplished client focused with over 16 years of experience, which includes a mélange of activities Conducted and spearheaded with the sole objective of optimally catalyzing the expertise experience and currently playing a Role of Scrum Master in Fiserv.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Scrum Master
FISERV India Pvt Ltd
06.2022 - Current
- Led Scrum ceremonies: Sprint Planning, Daily Scrums, Sprint Reviews, Backlog Refinement, and Retrospectives.
- Provided Stakeholders with clear status reports on Sprint Scope, Issues, Risks, and Mitigation plans.
- Prepared for planning by breaking down feature stories into actionable User Stories for each Sprint.
- Assisted in Backlog Grooming, refining and prioritizing backlog items.
- Proactively removed Impediments to ensure smooth workflow and productivity.
- Enhanced team delivery commitments tracked hidden tasks, and improved customer satisfaction.
- Cultivated a culture of continuous improvement and adaptive practices.
- Enabled communication, collaboration, and Self-organization within the team.
- Conducted impactful Retrospectives and mediated conflicts when necessary.
- Maintained product knowledge for effective communication with Stakeholders.
Project Manager
FISERV India Pvt Ltd
05.2020 - 06.2022
- Managing multiple projects IT and Technology for global payment processing clients.
- Handling end to end global payments for multiple currency payment options and enablement of fee for APAC region.
- Taking care of the project plan, budget and PROD release. Scheduling of resources to the projects based on resource capacity.
- Identifying the risk and development of the risk management plan.
- Tracked and communicated team progress to the stake holders about the status of the project
- Assisted team with making appropriate commitments through the sizing and task definition.
- Participated proactively in developing and maintaining team standards, tools and best practices.
- Involved in Onboarding and resource management activities to get the resources onboarded
- Working and manging the reports for the leadership on weekly and monthly basis.
- Define and manage scope, budget, schedule, priorities and risk throughout the multiple projects.
- Coordinate areas of communication within firm having impact on scope, budget, risk and resources.
PMO
Cognizant
07.2011 - 05.2020
- Handled multiple projects for the PMO end to end activities.
- Effective in handling Contracts Administration for Banking & Financial activities
- Overall Organization Monitoring by reporting all organization verticals, and monthly dashboard to the Customer
- Revenue & Expense Monitoring: revenue & expense reporting, Client invoice preparation, Internal invoice report generation
- As a PMO coordinating with PM’s for getting the SLA metrics on time for invoicing and billing
- Assist PMs in Contract Creation, SO Creation & Allocation, and Contract Amendment
- Generate customer reports on Accrual’s & Actual’s data for the revenue recognition
- Oversee on-boarding & off-boarding activities for the associates with end-to-end resource management
- Preparation of Non-billable report and billability plans
- Operational Score card on weekly/monthly basis SLA:Revenue/Resource Projection reports Metrics
- Maintain and submit invoices to the customers on a monthly basis
- Prepare and submit Timesheet for respective projects to complete the PAS
L2 Support Engineer
Sutherland Global Services
12.2009 - 06.2011
- Addressed escalation mails & calls and resolved the customer issue by providing best solution
- Assisted the customer on various aspects through chat support & calls
- Maintained proper follow-ups with the customer till the problem is resolved
- Analyses and monitored branch performance and ensured Customer Complaint resolution
- Measured customer satisfaction level through different MIS and maximize number of Active bases
- Build strong relationships with customers for new business development opportunities
- Ensure compliance with regulatory requirements impacting customer care function
- Worked in Billing & Admin department to generate invoices to the customer
- Develop procedures and policies for better handling of customer correspondence and customer complaints
- Formulated departmental plans and proactively recommended strategies to achieve optimum results
Support Engineer
Sutherland Global Services
09.2007 - 05.2008
- Assisted the customer on various aspects through chat support & calls
- Maintained proper follow-ups with the customer till the problem is resolved
- Ensure compliance with regulatory requirements impacting customer care function
Education
Bachelor of Technology - Information Technology
Anna University
Skills
- MS Office
- JIRA
- Power BI
- Confluence
PROFESSIONAL EXPERIENCE
- Fiserv (First data Development India Ltd) May 2020 – Till Date Professional
- Cognizant Technology Solutions Jul 2011 – May 2020 Jr. Executive
- Sutherland Global Services Dec 2009 –June 2011 Sr. Customer Support Executive
- Sutherland Global Services Sep 2007 - May 2008 Customer Support Executive
Certification
Certified Scrum Master (CSM) from Scrum Alliance.
Timeline
Scrum Master
FISERV India Pvt Ltd
06.2022 - Current
Project Manager
FISERV India Pvt Ltd
05.2020 - 06.2022
PMO
Cognizant
07.2011 - 05.2020
L2 Support Engineer
Sutherland Global Services
12.2009 - 06.2011
Support Engineer
Sutherland Global Services
09.2007 - 05.2008
Bachelor of Technology - Information Technology
Anna University
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