Deepika Arora Email & Phone Number

Noida, Uttar Pradesh, India

Noida, Uttar Pradesh, India

My responsibilities as Delivery Hub Owner include: • Customer Relationship Management: Develop strong relationships and become a trusted advisor to the customer for project delivery, capacity planning & optimization within Hub, team utilization and risk management for new launches.• Customer Satisfaction & KPIs: Responsible for overall 'health' of the account and develop specific action plans to improve customer satisfaction scores and key KPI’s (Average Handling Time per ticket, Lead Time Per Service, CSAT Score, Triage Score).• Leadership Reviews: Ownership of Monthly and Quarterly Business Reviews with Customer and internal Leadership.• Budgets: Work closely with customer for new project budgeting, forecasting, staffing.• Optimization: Provide strategic consultancy on optimal utilization of the resources and client assets.• SOPs: Responsible for management of standard operations model across the Delivery Hub.• COE and Skilling: Resources skill evaluation, identifying training needs, facilitating trainings and overall center of excellence management.• Escalation Contact: Escalation point of contact for customer on any delivery quality issues within Hub.• Roadmap planning: Drive and contribute in roadmap planning.• UAT of sprint releases and providing a go, no-go.

Noida

Delivery owner for engineering services across multiple Microsoft Marketing Groups. The project involved Development, Sustenance and Content Production Services for Worldwide Publishing across multiple Microsoft digital properties, including Microsoft Partner Network, Modern Life & Devices, Cloud & Enterprise. Development and enhancement of Dynamics Community website on Telligent platform in Agile/scrum model. As a Delivery owner my responsibilities includes: • Manage Project’s PnL.• Review/monitor project’s performance and drive and action plan for improvement areas with project managers to ensure healthy KPIs.• Collaborates with all the project stakeholders including external customers, internal customers, project team members, and other organizational groups. • Accountable for maintaining client satisfaction (expectations, communications, negotiations, escalation, feedback, etc.). • Process Management - Sets project quality and performance standards. Assesses and manages risk over the project lifecycle. Builds and structures project teams to ensure maximum performance. Provides purpose, direction, and motivation to the team. • Identifying skill gaps and training needs and facilitate those trainings.• Conduct value workshops with customer.

Redmond

Worked as Feature PM and Scrum Master for Microsoft scrum teams to work on releases of MSN Living and MSN Health sites across 20+ locales. • Scrum master of 3 cross-functional teams with all the teams co-located• Driven and executed, Release planning, Sprint Pre-planning and scrum of scrum meetings• Created BRD and specs for multiple features on MSN Living site• Coordinated with SEO team to optimize SEO ranking for the site• Coordinated & managed web production work on CMS with offshore team• Worked with Content Editors to drive content strategy for site

Redmond, Usa

Worked as Senior Test Engineer/Lead for test automation of MSDN Forums, Visual studio Gallery and other sites in STO team of Microsoft.

Redmond, Usa

Worked as a development Lead/Manager with Syndication central team of Microsoft to work on Exchange Admin Center. Interacted with multiple stakeholders across MS Exchange team, Syndication Central team, MS EDU team for requirement gathering, clarifications and requirements freeze. Managed end to end life cycle form requirement gathering to design documents, development, testing and deployment of multiple releases with 5 member team at customer location in Redmond.

Noida

Software development in Microsoft Biztalk server team, SWIFT accelerator, Adcenter.

Mca, Gold Medalist – 1St Position In University

Bachelor Of Science - Bs, Computer Science