Durgesh Singh Email & Phone Number

Ireland

• Requirements Gathering: Execute the product vision and strategy by collaborating with stakeholders and translating business objectives into actionable requirements.• User Research: Conduct user research activities, such as surveys, interviews, usability testing, and data analysis.• Product Analysis: Analyse product usage data, customer feedback, and market trends to identify patterns, trends, and opportunities, making data-driven recommendations for product improvements.• Stakeholder Management: Collaborate with stakeholders, including customers, users, and developers, to ensure effective communication and alignment of project goals.• Release Management: Plan, coordinate, and oversee the release of new product features, maximizing impact and minimizing risk through effective release management practices.• Continuous Product Discovery: Define, assess, and validate opportunities through discovery techniques, documenting problems and potential solutions for prioritization by the Product Owner and Head of Product.

Dublin, County Dublin, Ireland

• Analyzing customer tickets raised on the Now platform and directing them to the appropriate groups to expedite resolution and response, as well as effectively managing the inbound flow of tickets for the Operation and Support teams.• Ensure Service Now operations, service requests, and management are fully compliant with the company's Service level agreements(SLA), and best practices.• Assist Technical Project Manager(TPM), Senior Account Manager(SAM), and other key executives in resolving and managing Priority cases, escalations, and workforce management on a day-to-day basis• Planning and allocating resources, scheduling WFM Rota for team members, assigning cases to support engineers based on their skills and availability, and ensuring the team has enough capacity to operate on weekends and public holidays.

Dublin, County Dublin, Ireland

• Create Vaccination Reports with different metrics, Schedule Vaccination appointments, and perform Data quality checks in the HSE COVAX system to ensure vaccination progress and validate correct vaccine course is applied to all the users in the system.• Find and Fix Data Quality issues like incorrect vaccination course, and incorrect dosage and update other information in the COVAX CRM solution ensuring compliance and data quality norms governed at the City West Vaccination Centre, Ireland • Act as a Subject Matter Expert(SME), and point of contact for vaccination, managing the vaccine inventory, distribution, and resources deployed at the vaccination center for its smooth and efficient functioning.• Run Data Reconciliation Reports matching the inbound vaccination and distribution required in Vaccine Audit as per the government guidelines.• Organize immunology clinics for people with a reaction to the vaccine, special clinics for disabled and children, operations staffing, and vaccination drives on the HSE portal to ensure adherence to smooth running in the City West Vaccination center.

Mumbai, Maharashtra, India

• Plan Sprint sessions, Standups, and Project plans for customers.• Create User Stories, Development Sprints, and Dashboards for projects in JIRA.• Create Use Cases, API documents, Test plans and Flow diagrams to facilitate effective product development and ensure development cycle.• Act as SME conducting Status updates, Change management and Risk assessment meetings within internal teams and stakeholders ensuring transparency during the project. • Perform Unit tests, Integration testing reporting bugs and defects throughout the project.• Conduct UAT testing, Training and ensure successful delivery of projects along with FSD document and User manual to the clients.

Mumbai, Maharashtra, India

• Create Business Requirements document, Functional Requirement documents with Impact analysis and Change management plan for the product.• Create a Product roadmap enhancement plan using prioritization from defects, enhancement, and customer feedback.• Using SQL, Tableau create Data Visualizations, conduct Portfolio analysis, and evaluate required system configuration for SaaS customers.• Act as SME for SaaS platform catering to US beverage-alcohol customers assisting in Onboarding, Metadata creation and User configurations.• Work in cross-functional teams to ensure Product quality, support, and delivery for all customers.• Provide support by timely providing Usage reports, conducting monthly meetings, and resolving customer tickets on Freshdesk.

Mumbai, Maharashtra, India

• Create System Test Plan, Test Cases and conduct Business Verification during product migration and updates.• Perform Data Reconciliation, product integrity, bug reporting, and optimization measures, as well as provide internal UAT acceptance for product delivery.• Conduct training sessions for clients, internal product and support team with latest releases and their features, usage, and significance.• Serve as the point of contact between product support and operations (PSO), ensuring that product development, quality, and support are all in close agreement.

Mumbai, Maharashtra, India

o Support existing customers by resolving technical tickets and help customer response by 9% year over year.o Work as a Quality assurance extrapolating and interpreting customer data using SQL, and Excel to report customer retention and improvement numbers.o Work with Business Analysts, Consultants, and Product Support and Operations to determine improvements in products requested by customers via tickets and log internal defects.o Perform unit tests, formulae check and sanity testing on Vistaar’s PSM management tool improving product quality and enhancing the Customer Success experience.

Master Of Science - Ms, International Business

Bachelor Of Science - Bs, Computer Science