Smitha Bera

• Company Overview: The Learning and Knowledge team at IBM is a dynamic group of professionals dedicated to cultivating a culture of continuous learning and knowledge sharing within the organization. With a focus on innovation and cutting-edge technologies, the team designs and delivers impactful learning programs, leveraging a variety of modalities including e-learning, virtual classrooms, and hands-on experiences. By partnering with subject matter experts and leveraging internal and external resources, the team ensures that IBM employees have access to the latest knowledge and skills needed to excel in their roles. Through collaboration, research, and data-driven insights, the Learning and Knowledge team plays a crucial role in empowering IBM's workforce to adapt, grow, and drive the company's success in a rapidly evolving business landscape.
• Partner with business stakeholders to identify learning needs and deliver strategic learning solutions aligned with operational goals.
• Plan and execute quarterly training programs for custom application operations, ensuring end-to-end delivery and effectiveness.
• Drive practice-wide training initiatives, including certification programs and large-scale learning events.
• Monitor and track all learning and certification activities, ensuring alignment with organizational goals and compliance standards.
• Act as a liaison between stakeholders and the global Learning team to communicate updates and changes related to the Future Skills portal and other global initiatives.

Scrum Master / Agile Project Lead – AT&T (via IBM Global Services)

• Led Agile development teams for AT&T, IBM’s largest global account, delivering telecom application services through remote centers, including India.
• Facilitated all core Scrum ceremonies: sprint planning, daily stand-ups, reviews, retrospectives, and demos.
• Collaborated closely with Product Owners for effective backlog grooming and continuous feature delivery.
• Monitored team performance using Agile metrics like burndown charts, velocity, and release forecasts.
• Proactively identified and resolved impediments by coordinating with appropriate stakeholders.
• Ensured adherence to Agile principles, mentoring teams and stakeholders on Scrum practices.
• Managed project risks, dependencies, and change requests (CRs), including cost and schedule impact assessments.
• Maintained transparency through Agile tracking tools and clear communication of risks and scope changes.
• Built strong relationships with stakeholders to enhance team collaboration and delivery efficiency.

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Business Planning – Capacity & Revenue Management

• Ensure 100% revenue recovery by aligning staffing plans with client authorizations while minimizing bench costs.
• Collaborate with Geo partners to understand application-level staffing needs and coordinate with Remote Development Centre teams for execution.
• Drive end-to-end capacity planning by analyzing monthly account authorizations and identifying gaps between projections and actuals.
• Balance funding and staffing supply by proposing solutions such as resource rotation or additional hiring.
• Optimize internal resource movement to prevent revenue leakage and bench inefficiencies.
• Implement staffing strategies in coordination with RCM and delivery teams to meet project demands.
• Maintain optimal staffing mix (campus hires, laterals, contractors) to manage cost and handle demand fluctuations.
• Conduct regular reviews with delivery teams to track business control metrics and address action items.
• Prevent over/under staffing by ensuring accurate demand forecasting and timely indenting.
• Monitor cost targets and recommend resource mix adjustments to maintain profitability.

Resource Deployment Manager Public & Industrial Sector

• Managed end-to-end resource deployment and demand fulfillment across service lines.
• Collaborated with DPEs, PALs, and GBS partners to capture and execute demand plans.
• Coordinated with recruiters and resource managers to align staffing with market conditions and project needs.
• Led governance calls and stakeholder discussions to ensure timely resource allocation.
• Maintained practitioner data and monitored utilization, performance, and career development.
• Partnered with Sector and Competency Fulfillment teams to support strategic engagements.
• Built strong relationships with SSP Partners to streamline fulfillment processes.

• Ensured SLA adherence and continuous process improvement across the helpdesk team.
• Managed team performance, resolved operational issues, and supported career development of direct reportees.
• Handled client escalations and participated in daily scrum calls to address service concerns.
• Analyzed weekly BPMS reports to identify gaps and implement corrective action plans.
• Collaborated with HR on employee transfers, headcount management, and staffing decisions.
• Coordinated with SMEs and peer managers to close process gaps and enhance service delivery.
• Oversaw accurate billing and maintained headcount and release data for workforce planning.
• Actively participated in hiring to maintain optimal team strength.
• Led audit readiness for LEAN and GDF, ensuring full compliance with process standards.
• Initiated and executed process improvement projects to enhance operational efficiency.

• Train, skill and mentor new joiners on soft skills and the process related technical knowledge.
• Identify process gaps and collaborate with the client to formulate solutions, ensure Client expectations of operational performance and efficiency are met.
• Prepare development plans for every team member with a suitable plan of action, incorporate updates in the day to day work on a regular basis.

• Supporting Amex customers and Ensuring Client expectations are met in every service given.
• Communication SPOC: Participating in all communication meetings, Represents the team at communication forums.

• Dedicated to providing the best possible support for Yahoo customers through clear communication and breadth of technical knowledge
• Ensuring Communicate successfully with clients, colleagues and other stake holders to ensure product functionality