Saranya Venkatesan
Scrum Master
Chennai,TN
Summary
Scrum & Agility Enthusiast, Team-oriented individual, Demonstrative Scrum Master with background communicating effectively with and leading high-performance teams. Having hands on experience of implementing Scrum Framework for Distributed, Co-located Teams.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
5
5
Certificates
Work History
Scrum Master
Fidelity Investments
Chennai
06.2019 - Current
- Facilitated Scrum framework – sprint planning, backlog Refinement, daily scrums, sprint reviews and sprint retrospectives.
- Planned Agile best practices and encouraged team cohesion, overcoming impediments and hurdles to productivity.
- Shielded scrum team from external interference for optimal productivity and success of Agile process.
- Managed product backlog and supported Scrum framework for monthly sprint releases.
- Worked effectively with multiple Scrum teams both internally and off-shore.
- Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
- Uphold Scrum & Agile Values for distributed & co-located teams.
- Using different Scrum Master Stances for Events while building Trust by working upon Transparency, Inspection & Adaptation.
Project Lead
Fidelity Investments
Chennai
10.2016 - 05.2019
- Mentored the Service Desk Team of Fidelity (34 members in Chennai); ensured providing 24/7 Application & Technical Support to all Fidelity Employees across Globe via calls, chats and web tickets.
- Managed SLA across various support channels (Phone / Chats /Web tickets)
- Analyzed reports and identified the frequently reported issues and Top call drivers to initiate RCA (Root Cause Analysis) through problem management
- Collaborated with the team for the implementation of applications, ensuring their compliance with industry requirements and quality standards
- Adopted measures to increase uptime of all the applications and constantly maintain the same
- Implemented incident management strategies resulting in the reduction of TAT for incidents
- Direct customer handling and the point of escalation for customers.
- Managed the yearly appraisals for Team members
- Identified the knowledge gap and schedule quarterly Training for the Team
- Attended internal / external audit, identified process gaps and initiated action for the gaps identified
- Performed monthly quality audits for the calls / chats of the associates and provide feedback for improvement
- Analyzed & transitioned the activities from onsite to offshore team for quick turnaround time of tickets and improve FLR (First Level resolution) of Service Desk Team
Incident Manager
TCS
Chennai
01.2010 - 01.2014
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
Subject Matter Expert
SUTHERLAND GLOBAL SERVICES PVT LTD
Chennai
10.2007 - 01.2010
Technical Support Executive
HCL
Chennai
08.2006 - 10.2007
Education
B.Tech IT - Information Technology
Anna University
India 03.2002 - 05.2006
Skills
Teamwork and Collaboration
Agile methodologies
Scrum Framework
Jira/Jira Align
Kanban
Mural
Certification
PSM I
Timeline
Scrum Master
Fidelity Investments
06.2019 - Current
Project Lead
Fidelity Investments
10.2016 - 05.2019
Incident Manager
TCS
01.2010 - 01.2014
Subject Matter Expert
SUTHERLAND GLOBAL SERVICES PVT LTD
10.2007 - 01.2010
Technical Support Executive
HCL
08.2006 - 10.2007
B.Tech IT - Information Technology
Anna University
03.2002 - 05.2006