Refined the digital ITSM roadmap of the business. Promoted twice in three years for superior performance on metrics, leadership, and team management.• Collaborated with multiple stakeholders to identify the business requirements and translated the business requirements into technical solutions to accurately outline the project scope.• Facilitated breakdown of epics into user stories, drafted user stories and sprint backlog and contributed to sprint planning and backlog refinement.• Tracked metrics such as sprint velocity, burndown charts for on-time delivery of the project.• Evaluated the existing business processes, recommended transformation strategies, and implemented new workflows and SLAs to increase service delivery quality and availability.• Pre-emptively solved a major security risk that prevented security breaches and led to a considerable reduction in access control debug time.• Supported all UAT and Release Management efforts such as performance testing, sanity checks, code migration, cut-over, and stabilization.• Systemized project documentation such as project schedule, resource allocation and management, and communication plans to achieve project milestones.

Achieved Enterprise Level uniformity through global implementation of a cloud-based HR Case Management tool by streamlining Case Management processes of the HR departments of 26 countries.• Managed a cross-functional team of 5 to implement the Employee Relations Case Management project for CIO Accenture on ServiceNow, a cloud-based IT Service Management platform.• Facilitated all sprint events such as sprint planning, daily stand-up, sprint review, and sprint retrospective.• Participated in the end-to-end software development lifecycle and mentored the development team to deliver quality results within stipulated timelines.• Partnered with the Product Owner to create and groom the product backlog, define acceptance criteria, bridge the gap between business goals and the scrum team, and maintain the product delivery roadmap.• Administered online and in-person training programs for over 20 team members for a smooth and systematic transition to the scrum processes.