• Facilitate Scrum events such as daily stand-ups, sprint Planning, sprint Reviews, and Retrospective meetings• Work with product owners / managers to ensure that features and user stories are prioritized and understood by everyone on the Agile team• Helps project manager to make the product backlogs in good shape and make them ready for the next sprint. Work with project manager to handle backlogs and new requests• Responsible for ensuring Scrum is understood and the team adheres to Scrum theory, practice, and guidelines.• Guide, coach and motivate the team with the goal of increasing productivity• Responsible for managing risks, impediments, conflicts and dependencies within the Agile team• Responsible for managing the scrum process with the coordination of scrum team in Agile methodology.• Manage project’s scope and timeline• Help teams implement changes effectively• Ensure deliverables are up to quality standards at the end of each sprint• Guide development teams to higher scrum maturity• Help build a productive environment where team members ‘own’ the product and enjoy working on it

IT Service Management:• Ensure that incidents/requests are handled in timely manner in ticketing tool (ServiceNow) and user gets satisfactory resolution on the query • Follow Crisis Management process for high priority incidents and escalate to Service Delivery Managers (internal or 3rd party) in case of any delays• Ensure processes are followed all times and Root Cause Analysis (RCA) is provided by vendor/3rd party on high priority incidents• Highlight problem areas in meetings with internal teams and vendors/3rd party and plan mitigation actions• Follow continuous improvement process to identify opportunities and areas to work on• Ensuring SLA/OLA targets are meet all the timesIT Change Management:• Follow Change process end to end from registration to closure• Coordinate with internal teams on change implementation in UAT and deployment in production• Manage and present changes weekly to the Change Advisory Board to get approvals/feedback• Coordinate with requester to perform testing successfully and support in case of any issues• Follow Agile way to handle changes efficiently and timelyIT Problem Management:• Ensuring that repetitive issues are logged as Problem for permanent resolution• Discuss and plan resolution on Problem tickets considering the priority of the problem• Ensuring SLAs/OLAs are met all the timesIT Crisis Management:• In case of high priority incidents, endure that crisis management process is followed• Handle communication towards Business Stakeholders timely, efficiently and effectively • Follow escalate process in case SLAs are about to breach• Keep higher management informed about the progress and resolution

• Ensuring smooth Service Delivery by making plans and meeting SLA targets• Documentation of processes related to Operations & tickets and keep track of all reports• Co-ordinate with stakeholder (Client, Platform Architects, Vendors etc) in order to ensure services availability• Present monthly performances to Customer (Business Units) and Client in Norway• Ensuring Cloud services availability for end customers• Evaluate processes, data etc. and make plans to provide more better support to Business Units• Change Management related to Systems and Processes / Reporting structure• Create visibility of monthly performance to internal Service Delivery Manager• Act as a point of contact for 1st line, clients and other stakeholders

• Provide technical support over phone/emails in Nordic region on different products• Cater Change Requests and implement Changes in platform requested by Business Units or Product Managers• Managing cloud identities by using Microsoft’s tools. . • Identifying the issue faced by users regarding their domains, cloud identities, SharePoint Online, Exchange Online, Lync Online and Office Online and provides resolution in order to fix the issue. • Coordinate directly with Vendors (Microsoft, Datacom etc) in case of any service unavailability from their end. • Managing users on cloud and provides support for issues with ADFS or DirSync etc..

• Managing cloud identities by using Microsoft’s tools. . • Identifying the issue faced by users regarding their domains, cloud identities, SharePoint Online, Exchange Online, Lync Online and Office Online and provides resolution in order to fix the issue. • Coordinate directly with Vendors (Microsoft, Datacom etc) in case of any service unavailability from their end. • Managing users on cloud and provides support for issues with ADFS or DirSync etc..

• To provide IT support for Portal, SharePoint, Communicator to Telenor employees globally via using internal applications. • To coordinate with users via online meetings in 14 countries regarding the issues.• To coordinate with the vendor via communicator or online meetings in India/Norway.• To ensure that all queries are properly logged and updated in Query Management System (eSD) and provide the resolution timely to user.

• Deals directly with Pre-paid customers by inbound calls.• Respond promptly to customer inquiries and handle customer complaints.• Obtain and evaluate all relevant information to handle inquiries and complaints• Perform customer verifications in order to process orders and customer requests.• Communicate and Coordinate with internal departments in order to escalate customer issues and then follow up on customer interactions.• Responsible for Resolving issues and answer queries of the customers through his knowledge.

• Handling inbound calls of Telenor Prepaid, Telenor Post-paid and potential Customers Countrywide.• Got the experience of people management skills after interaction with different types of customers. • Recording customer queries & complaints in system.(Siebel)• Taking Action on Customer Complaints and also Send the SR (service request related GPRS, NOC, Communication Centre, and billing and activation, to assigned departments.• Involved in keeping record of all updates of new campaigns of Telenor products & value added services.• Follow the Process & Procedures of Customer Relations Department Telenor.• Maintaining the “Quantity and Quality KPIS and Reporting of Team ( KPIS)• Usage of negotiation and persuasive skills in order to work within my team and other departments.

• Maintaining all the records regarding sales/purchase.• Handling with customers face to face and meet their necessities there and then.• Dealing with the companies directly for orders.• Managing accounts of the shop and salary distribution among staff.