1. Coached teams on Agile principles and practices, ensured adherence to Scrum methodology and fostered a culture of continuous improvement.2. Supervised multiple projects simultaneously from inception to completion, ensuring alignment with business goals and client requirements.3. Deep technical acumen in FSM products: ClickSoftware (CKSW), Salesforce Field Service (SFS), IFS, Clevest.4. Demonstrated exceptional customer service acumen, leading to outstanding client feedback and exceptional customer satisfaction.5. Consistently provided expertise that aligns with client requirements, fostering trust and building confidence with client management to ensure customer success through specific business outcomes.6. Fostered strong relationships with key stakeholders, driving customer satisfaction and loyalty.7. Delivered business value and innovation by understanding customers key business challenges and growth potential and aligning project deliverables accordingly.8. Led a team of 10+ professionals, provided mentorship to ensure team effectiveness and individual growth.9. Identified opportunities within existing client solutions and provide recommendations to help clients accelerate the achievement of their business and technology objectives.10. Collaborated with sales and marketing teams to identify opportunities for upselling and cross-selling services.

1. Implemented FSM solutions, optimized field service operations, and ensured efficient service delivery in alignment with business processes, including scheduling, dispatching, and resource management.2. Integrated FSM solutions with other enterprise systems like ERP, CRM, and inventory management systems.3. Implemented strategic plans to achieve team goals and align with organizational objectives.4. Led retrospectives and implemented actionable insights to enhance team performance and productivity.5. Developed mitigation strategies, proactively removed impediments, ensuring smooth project execution and delivery.6. Educated clients on new processes, enhancing client interaction with the support team, and improving satisfaction scores.7. Maintained effective work in partnership with other operational teams, 3rd party vendors, BAU/Development, and cross-commit technical support teams for incidents, changes, configurations, and service level management.

1. Orchestrated closely with product owners to prioritize backlogs and ensure alignment with business goals to yield maximized value. 2. Led the scrum team into healthy debates about the strategies and ideas of the product to enhance the product quality.3. Encouraged open communication and collaboration among team members, product owners, and stakeholders to align on project goals and deliverables.4. Developed strong working relationships with internal teams (Product, R&D and other teams) to deliver continuous value to clients, ensuring alignment with their evolving needs.5. Facilitated Scrum ceremonies (daily stand-ups, sprint planning, retrospectives) for multiple development teams.6. Acted as the primary point of contact between the team and senior management, providing regular updates on critical incidents, escalations, priorities, etc.7. Managed technical bridges and business bridges as domain and technical expertise to minimize the recovery time.

1. Developed and maintained reports and dashboards to provide insights into field service operations.2. Transferred knowledge to client teams to enable them to manage and maintain the FSM solution independently.3. Provided mentorship to junior team members, enhancing team capabilities and performance.4. Ensuring that production changes are reviewed and validated in production to avoid/minimize change related production issues.5. Led root cause analysis, assess potential solutions and work with application and infrastructure technology subject matter experts to introduce permanent fixes in the production environment.6. Supervised ongoing cases, addressing, and resolving critical issues with internal teams to minimize customer impact and ensure timely solutions.7. Supervised ongoing involvement with clients during activities such as product/database/OS upgrades, go-lives, and datacenter migrations, ensuring necessary support is provided.

1. Gathered and analyzed business requirements from clients to understand their field service needs.2. Supervised field service operations ensured timely and effective service delivery to customers.3. Supervised the migration of data from legacy systems to new FSM solutions ensuring accuracy and consistency.4. Collaborated with clients to schedule and prioritize incidents, maintaining high levels of customer satisfaction.5. Collaborated with engineering teams to troubleshoot complex technical issues and recommend solutions.6. Assisted users with technical queries and provide training on FSM tools and best practices.