 Ensured project teams lived Agile values and principles and followed client-required processes and practices. Lead Agile Ceremonies such as Sprint Planning, Daily Standups, Retrospectives, Story Refinement, and Release Planning Tracked and communicated projects’ progress to stakeholders and management staff Interfaced with product owners on an active basis to manage product backlog and sprint activities. Removed obstacles and managed risks to enable team efficiency and effectiveness. Ensured 100% of Scrum activities were tracked, kept upto-date, and reported.  Conducted retrospective meetings to identify process improvements. Verified DoR, DoD and hardening check points for each release  Followed on defects summary and acceptance criteria  Kept JIRA up to date on task creation and US point estimation along utilization of the team  Sets and runs effective recurring status meetings with the delivery managers  Worked effectively with others to remove delivery team roadblocks  Guided team through continual improvement process  Published capacity planning & ensuring committed story points are achieved

• Deliver the communications regarding the progress of Major Incidents to the business users, management, and other stake holders.• Ensure that appropriate internal and external third-party escalation occurs• Handled tickets effectively and get the tickets resolved within the SLA.• Coordinate onshore command center engineers’ team to maintain a 24/7/365 staff availability. Transitioned data movement job monitoring, server reboots and batch processing with the onshore command center.• Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents.• Acts as the point of contact and escalation for support groups and internal businesses during recovery of major incidents.• Manage/lead technical Bridges for Severity 1&2 outages towards resolution within the agreed SLA.• Manage Major incident communications to senior management via telephone/email.• Efficient Coordination of multiple teams for quicker resolution of the issues with minimal effect on business.• Assesses impact and progress during major incidents to ensure escalation is timely and appropriate.

 Provide two tier support to all applications and aid all end users and identify any issues in production. (Email and Chat). Maintain schedule jobs and perform troubleshoot on processes and resolve all issues through Remote tools. Analyze all vendor applications and provide operational support to same and perform reviews. Administer and implement all new systems and ensure transition of plans to production. Provide training to various new employees and assist with expert knowledge on all production processes. Document all production applications and resolve all application issues and answer all requests. Maintain knowledge on all hardware and operating system and update security associate technology. Analyze all applications and recommend necessary upgrades and patches and perform troubleshoot on all issues. Maintain effective relationships with various system administrators and development teams. Prepare all project requirements and develop all associated projects for various applications. Participate in periodic meetings and maintain all applications for productions and plan appropriate various strategies.

 Helping customers over the phone to set up their network and  configuring modem. Troubleshoot the customer’s issue like wireless connection, wired connection, email issues like MS outlook by remote sharing the customer’s computer. Arrange Field engineers to visit customer’s place to check broadband/Phone connection issues. Handled Billing queries, re-routing calls to the right department upon customer’s request. Providing Level-2 support and escalating the case to client if needed. Communicating with the client to get updates on timely basis and update the team Helping the team to maintain the scores to meet the target on daily basis. Monitoring Queue upon manager’s request, to maintain service level. Solve the tickets, which has been raised by customer for their login. Confirmation to customer will be in email or chat preferred channel by customer end and have to complete the raised ticket within one hour time mean. Must meet the customer target within 5 days to complete the task.