Srinivas Vijay

Lead and facilitate Scrum ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives

• Developed and implemented ServiceNow reports and dashboards to track and manage squad performance
• Identify and proactively remove obstacles hindering team progress to maintain a high level of efficiency and productivity
• Ensure teams follow best practices in software development and maintain a high level of quality in deliverables
• Collaboration with Project team & delivery leads to ensure the product backlog is prioritized and up-to-date
• Foster collaboration within the team and across other teams
• Manage a team of 20 members, including performance management, coaching, and mentoring
• Monitor team metrics and capacity per sprint, sending out progress reports to stakeholders
• Review SLA metrics like MTTA, MTTR, and other key performance indicators in weekly stakeholder meetings
• Continuously seek to improve the Scrum process and service management practices
• Managed product backlog effectively, prioritizing high-value items for faster completion.
• Implemented continuous improvement initiatives through regular retrospective meetings with the team.

• Supervised and mentored a team of QA professionals, fostering their professional growth and skill development
• Planned and coordinated quality assurance activities, establishing clear metrics and objectives to drive performance and efficiency
• Maintained detailed documentation of QA processes, ensuring accountability and transparency within the team
• Ensured adherence to industry regulations and standards, mitigating potential risks and enhancing overall quality
• Proactively monitored customer feedback and addressed concerns in a timely manner, enhancing overall satisfaction and loyalty
• Conducted training sessions and facilitated professional development opportunities for QA team members, enhancing team capabilities and knowledge
• Cultivated a culture of continuous improvement and upheld standards of quality excellence, fostering a high-performing and motivated team.

Strong experience of independently leading Service Delivery team of size 25+, working closely with senior Delivery Manager

• Outcome Driven to ensure excellent delivery standards in Service management, and continually work to improve and co-ordinate service improvement
• Ensure that standardized methods and procedures are used for efficient and prompt handling of all Client requests to control IT infrastructure as per the client request
• End to end ownership of Initiating, planning, Executing, controlling & closing of project
• Execute the project as per defined service level agreement
• Drive the Service Delivery and liaise with technical teams throughout the request life cycle
• Communicate Project requirements to relevant departments and employees to keep progress on track
• Coordinating and interacting with internal & external resources to ensure completing provisioning tasks in Client request/ticket
• Provide appropriate status reports on progress of project, SLA & other metrics to relevant stake holders
• Ensure that all projects are delivered on-time, within scope and within budget supporting across Assurance, Delivery and Billing
• Publish Accurate and Timely Client facing reports that highlight the performance highlights to all the internal and external stakeholders / process owners
• Maintaining & managing customer specific service guides
• Ensured appropriate documentation was in place for specific support requirements
• Point of contact for escalations and enquiry
• Creating and managing Service Improvement plans
• Organizing and participating in stakeholder meetings
• Ensure stakeholder views are managed towards the best solution
• Documenting and following up on important actions and decisions from meetings
• Implemented various strategies which helped to improve the key metrics at process level
• Ability to adapt to new environments quickly, urge to constantly upgrade in areas related to my specialization, hardworking, self-motivated, self-learning abilities, and an efficient team player.
• Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.

• Apply a structured change management approach and methodology for the change caused by projects and change efforts
• Comprehensive knowledge of the methodologies and principles of change management
• Involved in working with various vendors depending on the incident/outage
• Co-ordinate with the customers on a weekly basis & discuss about the Upcoming Changes
• Create, Maintain, and continuously improve reports and dashboards as per required specifications
• Key participation in Operations Readiness Testing (ORT) calls (Internal & External) during transition
• Key participation in daily, weekly internal & external CAB (Change Advisory Board) calls to ensure all approvals in place
• Ensure all changes are carried out through Change Management
• Communicating and coordination with Client for technical issues, Change & Case Control
• Creating reports which are used by the management team for daily, weekly & Monthly
• Coordinating and interacting with internal teams to ensure smooth execution of Change
• Running client verification plan to ensure that the Production environment performs at the intended expectation after the change is implemented
• Review all implemented changes to ensure that they have met their objectives.

• Providing support for workflow and service management
• Customer Alarm Tracking System alert monitoring and trouble ticket tracking Systems
• Engage additional support resources as needed to assist in resolution
• Coordinate and facilitates problem resolution by engaging a various support teams
• Act quickly and effectively, maintaining the highest customer satisfaction levels
• Understanding of AT&T Hosting solutions and functions to support internal and external customers
• Work with the Operations Manager to ensure the operational consistency
• Monitoring the Service-related alarms and starting the services, whenever required.