Urvashi

• Working on incident, change, and problem management processes for all team members and guiding them in case of any deviations.
• Connecting with POs, IT Leads, Scrum Masters, and blocks or Kyndryl teams for day-to-day operational and process issues. I have a good reputation with all the IT Leads, Value Cluster Lead, Shared Services Lead, and POs within the bank.
• Connecting with all team members to know the status of their block participation, understanding roadblocks, and escalation to the client if needed. With my active involvement, we have removed many obstacles, and many team members are now actively involved.
• Exploring opportunities/new work for the team
• For any call-outs, issues coming out of changes, I guide individuals to find their way to resolve the issues and RCAs.
• On-boarding and off-boarding.
• Conducting interviews for new joiners,
• Maintaining a planned/unplanned absence schedule and shift/standby roster for the India Team, checking for contingency and shift/standby/change duty coverage.
• Monitoring workload for team members, ensuring we are delivering quality work to the client.
• Provide guidance and mentorship to new team members.
• Resolving conflicts between team members
• Conducting regular performance reviews with direct reports.
• Encouraging the team to create documentation of procedures and processes.
• Identifying areas of improvement in existing systems and proposing solutions or alternatives.
• Leading daily stand-up meetings with the team to review progress and goals.
• Offering training, support, and realignment to keep team members motivated and working toward objectives.
• Motivating and empowering team members to build customer satisfaction and loyalty to support retention and growth.
• Fostering positive employee relationships through communication, training, and development coaching.
• Maintaining composure and patience in the face of difficult customer situations, applying de-escalation techniques, and providing positive customer support.

• Worked on incident problem and changes for a set of midrange and mainframe applications.
• Efficient usage and exploration of the ticketing tool Snow to the team's advantage.
• Automated deployment on ET and Prod environments for mid-range applications using Urban Code Deploy Tool.
• Different smaller tasks like start/stop/enabling Maintenance mode for mid-range applications.
• Worked on Linux/Mainframe tech to resolve various day-to-day issues.
• Actively involved in automation, process improvement, and lean implementation
• Identification and tracking problems for faster resolution.
• Tracking and completing the non-ticketed work using Jira user stories
• Scheduled KT for the new resources and managed the resources within the team to ensure no issues.
• Conducted regular maintenance checks on servers
• Created user accounts, set up permissions, and monitored system security.
• Monitored network performance and identified areas for improvement.
• Developed documentation related to IT policies, processes, standards.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Developed and maintained strong relations with customers to meet quality expectations.

Project Name: McKesson Connect.

The project was based on the Agile methodology, and we were working on the maintenance and enhancement of applications for McKesson.

• Involved in Sprint Planning, Sprint Retrospective, Daily Scrum, and Sprint Review.
• Analyzing and understanding the customer requirements. Writing Test Scenarios Case covering each area of functionality in tool QC.
• Performed functional, integration, system and user acceptance testing processes.
• Identifying defects and logging them in QC Retesting the defects, tracking them to closure.
• Taking calls with BAs for providing demos or business clarification, Effort Estimation
• Maintaining all the necessary documentation
• Conducting KT sessions for new QA resources.

Project name: AMS support for NASCO. The project team was working on the maintenance and enhancement of applications for McKesson.

• Joined the Business Analyst team of the project and worked for the Blue Exchange module. It deals with real-time customer queries, status of their claims, and eligibility for particular services.
• An active member of the successful migration of Blue Exchange in very stringent timelines and gained appreciation from the client.
• Involved in Test Matrix, Data Preparation, and Regression pack for various CSRs in BX.
• Logged defects in Bugzilla and Clear Quest 7.0.1.0 and coordinated with developers.
• Worked on Resolving the defects Raised by after the Release, Retesting, Assignment to proper team and Validating the solution provided by the Development team.