Salma Begum
Bangalore
Summary
Results-driven IT professional with 10+ years of experience, including 3+ years as an IT Project Manager for a Banking domain. Experienced in IT governance, compliance, and risk management, with expertise in patch and vulnerability management, process optimization, and stakeholder collaboration. Trained in Project Management Professional (PMP) methodologies and skilled in Agile framework. Adept at working with global teams to ensure regulatory adherence and operational efficiency.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Specialist / IT Project Manager
HCL Tech (Client: Synchrony)
03.2023 - Current
- Lead project governance and delivery by managing scope, schedule, resources, and budgets to ensure successful execution of initiatives.
- Partner with business stakeholders, SPOCs, and cross-functional vendor teams to align project outcomes with organizational goals and interdependent programs.
- Oversee risk and issue management, including cross-functional impact assessments and mitigation planning, to maintain project stability.
- Drive dependency management within programs and across external teams to ensure smooth coordination and delivery.
- Manage stakeholder relationships and ensure transparent communication through structured reporting and status updates.
- Implement integration management practices to align multiple workstreams and vendors toward unified goals.
- Facilitate communications and change management initiatives to support business readiness and adoption.
- Ensure client satisfaction through timely delivery, quality outcomes, and seamless business acceptance of project deliverables.
Senior Analyst
Euclid Innovations
05.2022 - 02.2023
- Managed and supervised a team of 12, overseeing daily operations, training, and task allocation to optimize productivity.
- Led resolution of high priority client issues, collaborating with stakeholders and technical teams to drive efficient and effective solutions, reducing escalations.
- Collaborated with Licensing, Governance, Deployment, Compliance, and Lifecycle teams to monitor deployment activities and coordinate corrective actions.
- Participated in meetings with third-party vendors and internal teams to ensure governance and swift resolution of issues.
- Developed and managed project plans while providing status updates to management.
- Ensured compliance with industry standards when designing or implementing technology solutions.
IT Generalist (Incident Coordinator - Service Management)
EY (Ernst & Young)
06.2018 - 02.2021
- Monitored and identified vulnerabilities using Qualys.
- Ensured monthly patch compliance, collaborating with system administrators and IT teams.
- Monitored day-to-day incidents and ensured efficient resolution to support operations.
- Documented patching processes, SOPs, and compliance reports for audits.
- Logged and tracked incidents using ServiceNow and Remedy.
- Provided first-line investigation and diagnosis of incidents, ensuring minimal downtime.
- Conducted incident trend analysis, identifying potential issues and recommending preventive measures.
Technical Advisor for Apple iOS Senior Escalation Team
Concentrix
06.2016 - 01.2018
- Provided high-level technical support for Apple iOS products, handling escalated customer issues.
- Ensured proper logging and tracking of incidents while maintaining a high level of customer satisfaction.
- Worked closely with Tier 1 support teams to ensure proper incident documentation and resolution.
- Escalated critical issues based on priority and severity while ensuring SLA adherence.
- Created knowledge base articles and repeatable procedures to reduce future incident volumes.
Customer Support Advisor
Mphasis
02.2014 - 06.2016
- Handled customer queries and provided solutions for financial services, including EMI collections.
- Identified and resolved customer concerns, ensuring high levels of customer satisfaction.
- Monitored customer call trends and provided feedback to improve service efficiency.
Education
M.B.A -
Annamalai University
01.2014
B.B.M - undefined
Hasanath Women's College
01.2012
Skills
- ITIL Foundation V4 – Incident Management, Service Management, Agile-Scrum, Training & Support, Internal Auditing, Quality Assurance, Team Management, Project Coordination, Conflict Resolution, Communication, Performance Improvement, Employee Engagement, Time Management
Accomplishments
- Rewarded as 'Best Inspirational Women Leader' - 2024
- Awarded 'Best Team Performance Award' for two consecutive quarters for outstanding team performance and productivity.
- Awarded 'STAR Performer' for delivering excellent and quality work - 2023
Certification
- ITIL V4
- CSM (Certified Scrum Master)
- CPM (Certified People Manager)
- PMP - Trained on Project Management Professional
LANGUAGES
English: Advanced
Hindi: Advanced
Urdu: Advanced
Disclaimer
All the information provided is accurate to the best of my knowledge and belief.
Timeline
Technical Specialist / IT Project Manager
HCL Tech (Client: Synchrony)
03.2023 - Current
Senior Analyst
Euclid Innovations
05.2022 - 02.2023
IT Generalist (Incident Coordinator - Service Management)
EY (Ernst & Young)
06.2018 - 02.2021
Technical Advisor for Apple iOS Senior Escalation Team
Concentrix
06.2016 - 01.2018
Customer Support Advisor
Mphasis
02.2014 - 06.2016
B.B.M - undefined
Hasanath Women's College
M.B.A -
Annamalai University