Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Richa Sharma

Hyderabad

Summary

Dynamic and results-driven IT Service Delivery Manager & Certified Scrum Master with over 9 years of experience driving IT operations, agile delivery, and end-to-end application lifecycle management. Proven track record in leading cross-functional teams, enhancing service efficiency, ensuring compliance, and aligning IT initiatives with business objectives. Adept at combining Agile, DevOps, and ITIL practices to deliver reliable, secure, and scalable digital services in regulated environments.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Service Delivery Manager & Scrum Master

TCS
01.2022 - Current
  • Company Overview: Healthcare Domain
  • Owned accountability for a suite of applications, ensuring end-to-end service availability and adherence to SLAs.
  • Oversaw governance of incident, change, and problem management processes, leading to a 15% reduction in repeat issues via RCA and CAPA.
  • Managed compliance activities including L1 Audit, PCR reviews, and Management Monitoring, maintaining 100% audit readiness.
  • Directed application access management, reducing unauthorized access incidents by 25% through streamlined approval workflows.
  • Facilitated Agile ceremonies (Daily Stand-ups, Sprint Planning, Reviews, Retrospectives) for cross-functional teams using Azure DevOps.
  • Maintained and optimized sprint backlogs and whiteboards, increasing sprint completion rate by 15%.
  • Led retrospective-driven process improvements that resulted in 5–8% improvements in sprint velocity.
  • Led Disaster Recovery planning and mock execution across applications, achieving 100% DR success in annual testing.
  • Owned application risk management lifecycle, proactively mitigating potential threats through regular risk assessments.
  • Managed the CMDB and upstream/downstream mapping in ServiceNow; ensured annual CI verification and CAB review adherence.
  • Coordinated with business stakeholders and external vendors to align on delivery goals, improving stakeholder satisfaction scores by 20%.
  • Managed internal team resources and ensured regular upskilling, leading to a significant increase in team self-sufficiency.

.Net Developer / Technical Lead

Wipro Technologies
01.2015 - 01.2022
  • Developed and supported robust .Net applications using C#, ASP.Net, JavaScript, jQuery, WCF, and WebAPI.
  • Led a team of developers, managing end-to-end delivery of enterprise solutions with Agile/Kanban practices.
  • Implemented and optimized database operations using SQL Server, Oracle 12c, DB2, and LINQ.
  • Played a key role in data migrations and encryption integration (AES 256), ensuring compliance with security standards.
  • Integrated Agile practices and tracked delivery using Jira, ensuring timely completion of sprints and client deliverables.

Education

Master of Science - Mathematics

Vellore Institute of Technology
Vellore
10-2019

Bachelor of Science - Mathematics

Daulat Ram College
Delhi University, Delhi
06-2015

Skills

  • IT Service Delivery & Governance
  • Agile Facilitation (Scrum, Kanban)
  • Incident Management
  • Change Management
  • Problem Management
  • Application Lifecycle Management
  • Access Management
  • Azure DevOps
  • Jira Management
  • Compliance
  • Audit Readiness
  • Disaster Recovery Planning
  • Stakeholder Management
  • Vendor Management
  • Resource Planning
  • Team Training
  • CMDB
  • Asset Management
  • Configuration Management
  • ServiceNow
  • NET
  • C#
  • SQL
  • Oracle
  • DB2
  • JavaScript
  • WebAPI
  • Agile
  • ITIL

Certification

  • Professional Scrum Master-2 (PSM-2) Certification, Scrum.org
  • Certified Scrum Master (CSM), Scrum Alliance
  • ITIL v4 Foundation, Axelos
  • Azure DevOps Fundamentals, Microsoft

Accomplishments

TCS Contextual master Dec,2024

Self-starter Mindset- April, 2024

Star Performer Award – Dec,2020

Customer Impact Award – Nov,2024

Project Impact Award – Dec.2019

Problem Solver Award- April, 2018

Timeline

IT Service Delivery Manager & Scrum Master

TCS
01.2022 - Current

.Net Developer / Technical Lead

Wipro Technologies
01.2015 - 01.2022

Master of Science - Mathematics

Vellore Institute of Technology

Bachelor of Science - Mathematics

Daulat Ram College

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Richa Sharma