Scrum Mastery:Facilitate and coordinate Agile Scrum processes within the company.Guide and coach the team on Agile Scrum principles and practices.Ensure the team works collaboratively and efficiently to deliver high-quality products.Work with the Product Developer to prioritize the product backlog.Facilitate Scrum ceremonies such as daily stand-up meetings, sprint planning, sprint review, and sprint retrospective.Identify and troubleshoot obstacles that are hindering the team’s progress.Promote continuous improvement through retrospectives and feedback sessions.Communicate project status, risks and issues to stakeholders.Track KPIs and help teams deliver high-quality products/solutions on time.Ensure that the team follows the Scrum framework and adheres to Agile principles.Agile Coach:Work with project teams to analyze current systems and processes and design a strategy for adopting agile best practicesGuide teams in how to stay on track with agile techniques, fine-tuning their approach to ensure that overall strategy is being metLead agile workshops for developer and functional teams, as well as for key stakeholdersPromote a culture of continuous improvement, setting goals and milestones and assigning responsibilityDrive cultural change by championing an agile mindset, and ensure the organization is adhering to industry best practicesFacilitate learning and development among employees through individual and team coachingCoach managers in agile practices to ensure adoption of best practices from the top downCommunicate agile principles, scrum practices, and overall operating model across the organizationChampion the use of metrics and other objective measures by teamsUndertake daily follow-ups with individual team members to ensure projects are on track and goals are being metSupport teams in determining resource allocations to maintain agile practices and ensure smooth project delivery

• Led a team of engineers in providing operational support for enterprise applications, ensuring a process-driven approach and adherence to best practices.• Developed and implemented standard operating procedures for customer request handling, escalations, and incident resolution, enhancing service delivery and customer satisfaction.• Analyzed team performance, identified areas for improvement, and implemented solutions to enhance quality of service and prevent recurring issues.• Managed on-call support during system outages and other high-priority incidents, minimizing downtime and ensuring business continuity.• Conducted technical interviews and onboarding for new team members, ensuring a seamless integration into the existing• team dynamics.• Collaborated with cross-functional teams, including sales, product development, and customer success, to address customer needs and improve overall product offerings.

Initiated the pilot batch for ERP retail suite products within Epicor (Eagle ERP)• Functional support for 3000+ retail customers with single/multi-store setup• Queue Monitoring with SLA Management | Resource Allocation | Training | TargetedFeedback.• Floor support and mentoring for 20 + new employees (Fresher's and Experienced) inproduction.• On call support during system down and other P1 scenarios• POC for NPS feedback calls with customers to assess detractors and take preventivemeasures.• Attended customer summits to understand their business requirements and marketproblems which provides more value in the long-term to improve the software.• Escalation Management, Supported reporting manager on Interviewing and screeningof employees during hiring process.• 100 % Technical Audit with 60% Quality Audit (Calls) done on a monthly basis.• Knowledge Champion who manages the Knowledge Base Articles and updates therepository. Currently owns the article with the highest usage rate.• Conduct Bi-weekly meetings with the Associates & Analysts to provide input onProduct Road-map.• Operation support and Staffing Planning along with the reporting manager/Shiftmanager.• Maintaining workflow via ServiceNow —Case Management, monitor Cisco callmanager & Assign dashboard tickets to the agents.• Managing leave track-Planner and team shift allowances of the employees.

• Provide on-call support for ERP retail suite application as and when required & ensure customer services are operational within the specified SLA. • Design and maintain expertise in flow of application process and systems related to organization & ensure all issues are handled in a timely manner. • Administer and resolve applications issues, provide updates and perform root cause analysis

Account Services team is Back Office support to the CSS field organization. We are responsible for CSI Management activities, like, contact update, add / remove site message, Create SR and Task and create some basic reports using OBIEE / Excel. If necessary, we also collaborate with other support teams to get the requested task completed.  Responsible for adding customer contacts, site messages, creating SR/Task etc. using Oracle 11i.  Clear the incoming email request from Field Engineers, Account Managers and other internal customers within the TAT .  Prioritize and complete the task based on the severity of the task. Comfortable in working with basic excel functions to generate or customize reports.  Collaborate with other Internal or external support teams and complete the task. Working in various time zones and timelines and extension of work hours as per business requirement. Working independently and effectively under pressure and managing multiple requests from multiple sources/deliverables.

Managing Discount approvals for Europe, Middle-east and Africa & APAC with complete responsibility of being the single point of contact for the client. Generating sales quotation and auditing the estimates before the dispatch  Responsible for managing the special pricing approval process for EMEA/APAC region. Worked closely with country sales & category team to align with the strategy & act as a business enabler Worked actively with sales team to define account strategy & ensure the same is implemented Responsible for compliance to all Avaya processes & policies for the special bid rule based activity Managing a team of exempt individual contributors and support multiple highly complex business segments Proactively drives process improvement and policy development initiatives that impact the function Usage of application like SAP (transaction level), Sales force (CRM), CIRR, SMART, Cognos & SEIBEL.  Help team members in achieving weekly and monthly goals  Indulge in innovative ideas of educating the team about the process Responsible to send the week wise Service Level Attributes reports to clients