• Implemented Agile methodology for product development, leading cross-functional teams through sprint planning, backlog grooming, and iterative development, while managing all phases of the software development life cycle (SDLC) to deliver high-quality IT solutions.• Working within BA team on numerous issues that business encounters with the systems, acting as a linkage between the communication and IT team while focusing on client satisfaction.• Partner with clients, project sponsors, business user, subject matters experts (SMEs) and vendor to lead requirements gathering workshops and JAD sessions to deliver complex IT projects with detailed documented functional and technical design and specification.• Assist in the design and implementation of IT architecture solutions, including infrastructure planning, configuring end-client hardware devices, and troubleshooting to meet business requirements.• Led the development and implementation of an integrated IT Risk Management Program, establishing a centralized Risk Register and dashboards to streamline risk sharing across the organization.• Defining Goal Driven, Persona Driven, and Metrics Driven Roadmap at the enterprise level, Defining OKR's (Objectives and key results) at Product Increment level and making sure they could be traced back to the Company level goals and reflect the business value.• Supporting project management and administration by providing advice and data to support the development of business cases and analytics for departmental initiatives.• Planning and executing system integration and process changes, while documenting risk, impact, and mitigation plans for change management approval by senior IT professionals.• Conducted thorough analysis of service delivery processes, business process reviews, and recommended targeted improvements to streamline operations and enhance overall efficiency.• Overseeing trials and evaluating their effectiveness and conducting post implementation reviews.

• Developed detailed functional and technical requirements from the high-level business requirements.• Facilitated requirement sessions with stakeholders, properly prioritize features and create comprehensive requirements for the delivery team.• Worked closely with the QA team and Developers to clarify and understand functionality, resolve issues, and provide feedback to identify defects.• Implemented the waterfall method of the Software Development Life Cycle for design, development, and implementation processes, ensuring structured project execution aligned with organizational objectives.• Produced detailed documentation outlining user requirements, including user cases, stories, and acceptance criteria, to ensure clear communication and alignment between stakeholders and development teams.• Increased the efficiency of the client training process by 25% by writing documentations and managing single source of truth.• Leading projects and sub-projects, develop and designing various phases and plans and evaluate the effectiveness of these projects.• Analyzed business strategy and user needs, documented business processes, and translated business objectives into proper system requirement specifications.• Performed Backend Testing by extensively using SQL queries to verify the integration of the database.• Worked closely and collaboratively with the Quality Assurance team and Developers to clarify and understand functionalities, resolve issues, and provide feedback to identify defects.• Managed external vendor relationships and coordinated project deliverables to ensure alignment with business requirements and objectives.• Work collaboratively with internal teams and leadership to perform Gap Analysis on existing systems for potential process improvement and develop current (as-is) and future (to-be) business process flows, eliminate deficiencies and expansion of scope to serve wider line of businesses.

• Defined system requirements to Use Case, Use Case Scenario, and Use Case narrative using the UML Methodology.• Successfully conducted JAD sessions, which helped synchronize the different objectives of stakeholders and helped the developers comprehend user requirements.• Designed use case diagrams, activity diagrams, and sequence diagrams to analyse the system using UML.• Performed requirements traceability and managed changes to the requirements for the application using JIRA.• Provided guidance and assistance in UAT and also developed user manual.• Developed Business Requirement Documents (BRD), Functional Requirement Documents (FRD), and Use Case Specifications to support project delivery in an Agile and Waterfall SDLC environment.• Writing effective vertically sliced Agile User Stories using SPIDR and other suitable approaches.• Created procedures for requirements management, business analysis, data analysis, quality assurance and release management.• Performed feasibility and gap analysis, work breakdown structure and estimated effort, cost, schedules, and milestones.• Led data migration projects, ensuring smooth transition of data from legacy systems to modern platforms while maintaining data integrity and accuracy.• Applied comprehensive understanding of product management methodologies to optimize information systems, including conducting market research, gathering user feedback, and prioritizing features to enhance system usability and functionality in alignment with organizational objectives.• Preparing training material, knowledge base articles and conducting on-boarding sessions for end-users/staff to address complex issues and provide on-going support for new business processes and enhancements.• Responsible for maintaining the change notification request document and communicating with the developers in each iteration review meetings.

- Provided tier 2/3 technical support for Windows, macOS, Linux and network environments. Diagnosing and resolving complex issues related to software, hardware, and network connectivity, reducing system downtime by 30%.- Managed incident tickets, escalations, service requests, and problem tickets through IT Service Management (ITSM) tools. Ensured resolution within defined SLAs while adhering to the ITIL framework.- Developed and maintained comprehensive technical documentation, Standard Operating Procedures (SOPs), and user guides for issue resolution and system administration. Contributed to a 20% improvement in first-call resolution (FCR) by empowering users with self-help resources.- Leveraged monitoring tools like Nagios, SolarWinds, and PRTG to track system performance and identify potential issues, resulting in a reduction in critical incidents and improved system efficiency.- Troubleshoot and resolved technical issues related to account provisioning, device functionality, device configuration, application support, software installations, and network connectivity, by efficiently escalating issues to internal teams and external vendors.- Complete accurate transactions with a sense of urgency and an eye for detail and take appropriate action to efficiently resolve issues.