SWATI AWASTHI
Delhi
Summary
Certified Scrum Master with 4+ years of experience driving Agile delivery using Scrum, SAFe, and Kanban in enterprise settings. Expert at leading Agile ceremonies, managing backlogs, and scaling frameworks across cross-functional teams. Proficient with tools like Azure DevOps, Jira, and Confluence to optimize workflows and ensure transparency. Strong communicator and servant leader, skilled in Agile coaching, stakeholder engagement, and delivering customer-focused results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Scrum Master/IT Technical Support Specialist
GARTNER INDIA RESEARCH & ADVISORY PVT. LTD
New Delhi
06.2024 - Current
- Facilitated Scrum ceremonies (Sprint Planning, Stand-ups, Retrospectives) to drive team collaboration and continuous improvement.
- Enabled Agile adoption (Scrum, Kanban, SAFe) to enhance IT support delivery, efficiency, and adaptability.
- Supported backlog refinement, workflow optimization, and effective prioritization of support tasks.
- Tracked and communicated Agile metrics (velocity, cycle time) to ensure transparency and data-driven decisions.
- Resolved team conflicts, removed impediments, and nurtured a culture of trust and accountability.
- Administered and optimized Agile tools (Azure DevOps, Jira, Confluence) for seamless IT support operations.
- Coached team members on Agile principles and best practices, fostering a mindset of continuous learning.
Agile Consultant/IT Technical Support Specialist
ExcelGens (Gartner India Research & Advisory Services)
New Delhi
05.2023 - 01.2024
- Led Scrum ceremonies to streamline IT support workflows, and foster team collaboration.
- Drove Agile adoption for improved task prioritization, transparency, and delivery.
- Removed impediments, tracked key metrics, and coached the team on Agile best practices.
- Managed Agile tools (Azure DevOps, Jira, Confluence) to support efficient operations.
- Helped the team in improving the chatbot functionality, improving its response verbiage.
Scrum Master/ Escalation lead
IBM India
02.2016 - 01.2018
- Facilitated Scrum ceremonies to ensure effective planning, execution, and review of client support tasks.
- Coached the team on Agile principles, fostering continuous improvement, and adaptability.
- Acted as a servant leader, removing obstacles, and enabling the team to deliver high-quality client solutions.
- Collaborated closely with clients and stakeholders to gather feedback and align deliverables with client needs.
- Monitored and communicated progress using Agile metrics, ensuring transparency and accountability.
- Supported backlog refinement and prioritization to address client requests efficiently.
- Promoted a culture of open communication, trust, and proactive problem-solving within the team.
- Administered Agile tools (e.g., Jira, Confluence, Azure DevOps, etc.) to streamline workflows and track client deliverables.
Travel consultant
Interglobe Technologies
New Delhi
07.2014 - 02.2016
- Provided personalized travel recommendations and booking assistance to clients, ensuring memorable travel experiences.
- Handled customer inquiries, resolved issues, and delivered expert guidance on flights, hotels, and vacation packages.
- Collaborated with partners to secure the best deals, and tailored itineraries to meet client preferences and budgets.
- Utilized Expedia’s platforms and tools to streamline booking processes and maintain accurate travel documentation.
Process Associate
Genpact
05.2011 - 04.2014
- Advised clients on suitable credit card products, features, and benefits based on their financial needs.
- Assisted customers with applications, account management, and resolved queries related to credit card services.
- Educated clients on responsible credit usage, payment options, and rewards programs to enhance their financial well-being.
- Ensured compliance with regulatory guidelines while delivering excellent customer service.
Education
PGDBM - Business Management
NMIMS
Mumbai01.2019
Bachelor of Arts - Human Resources Management
Delhi University
New Delhi07-2011
Skills
- Scrum facilitation
- Sprint Planning
- Sprint Retrospectives
- Product Backlog
- Project Delivery
- Agile Implementation & Guidance
- Azure DevOps
- Miro Facilitation
- Change Management
- Stakeholder Engagement
- Effective Communication
- Agile Product Thinking
- DevOps Integration
- Servant Leadership
- Facilitation Mastery
- Scaled Agile Experience (SAFe)
- Agile Training & Enablement
- Organizational Change Support
- Workflow Enhancement
- Metrics & Reporting
- Conflict Resolution & Team Dynamics
- Release Management
- Jira / Confluence Management
- Miro / MURAL
- ServiceNow Agile Module
- AI/Automation Awareness
- Agile Governance
- Risk & Dependency Management
- Value Delivery Focus
- Agile Tools Administration
- Agile & Scrum Frameworks
- Agile Team Leadership
- CI/CD & DevOps Integration
- Agile Tool Proficiency
Certification
- PSM I- Certified Scrum Master, Scrum.org
- SAFe 6.0- Scaled Agile
- Scrum Master Accelerator Program- HelloSM
- Agile foundation course- Udemy
Summary - About Me
I am a proactive and collaborative leader who thrives on empowering teams and fostering a culture of trust and accountability My strong communication skills and solution-oriented mindset enable me to navigate challenges and drive continuous improvement I am passionate about Agile principles and dedicated to delivering business value, while supporting team growth and innovation My adaptability and commitment to stakeholder success make me a reliable partner in dynamic, fast-paced environments
Timeline
Scrum Master/IT Technical Support Specialist
GARTNER INDIA RESEARCH & ADVISORY PVT. LTD
06.2024 - Current
Agile Consultant/IT Technical Support Specialist
ExcelGens (Gartner India Research & Advisory Services)
05.2023 - 01.2024
Scrum Master/ Escalation lead
IBM India
02.2016 - 01.2018
Travel consultant
Interglobe Technologies
07.2014 - 02.2016
Process Associate
Genpact
05.2011 - 04.2014
PGDBM - Business Management
NMIMS
Bachelor of Arts - Human Resources Management
Delhi University
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