● Maintaining ownership of strategic initiatives/projects simultaneously and prioritizing them to meet the needs of the segments and deliver a customer centric experience.● Applying Strategic approach to organizing and managing projects to track progress of key stakeholders and drive accountability to stipulated deliverables and deadlines. ● Collaborating and helping the team in automating regular tasks using Microsoft Power Automate and Power Apps. ● Focus on delivering value and delighting the customers.● Analysing business problems and understanding how they are currently solving it to choose the right technology and solutions. ● Unleashing creativity and innovation.● Engaging and collaborating team calls in accordance to project timelines and driving participant engagement to gain commitment, and complete deliverables to advance projects forward.● Joining customer calls for ongoing requirements and coming up with the quality solutions.● Syncing up with engineers and discussing ideas/risks/results.● Collaborating with the team by using Agile practices to increase business value. ● Reviewing and understanding customer journeys and requirements.● Leading and guiding the team towards achieving quality deliverables on time.● Enjoying learning new technologies, challenging concepts and implementing them. ● Building strong customer relationship & customer trust.

● Participating in the customer workshop for critical requirements to come up with the right & cost effective solution.● Building strategy on what has been done, what needs to be done based on the results.● Discuss with customer the findings, brainstorm the ideas and refine the plan.● Managing Demand, Financials (Cap./Exp.), Budgeting, etc. for Program/Project.● Engaging and collaborating with teams in accordance to project timelines and driving participant engagement to gain commitment, and complete deliverables to advance projects forward.● Driving projects in Agile, Waterfall along with associated tracking on project management platforms.like JIRA, MS Project, GTD etc. ● Responsible for driving Automations, reports, trackers, tools and dashboards.● Designed and Developed a Self-Serve automation tool which reduced several man months of manual efforts.● Leveraged NLP by creating a chatbot using Dialogflow, which helped reduce the email traffic and the number of incidents by 30%. ● Identified patterns that lead to customer churns using Unsupervised Machine Learning thereby helping in churn prevention.● Identifying and automating manual tasks keeping in mind regulations e.g. GDPR.● Involved in hiring fresh graduates, Engineers and Leads and supporting HR process/Retention.● Managed 28 Successful Releases right from R48 to current ongoing R76.● Managed around 150+ users stories and 200+ CR’s those went Live successfully.● Coordination with various TDM’s to come up with a plan incase the requirement/user story has multiple component impact.● Meetings with the Dev/Test Leads to come up with delivery date into Testing.● Coordination with Release Manager to finalize the Release for the Stories/CR’s. ● Following with teams/components to get the estimation of the solution in terms of cost, story points & man-days.● Resolving conflicts within teams & vendors if any related to the customers delivery.● Management of escalations and critical situations.

Key Deliverable:● Managed the design activities for 21 Successful Releases where 168 designs were successfully delivered.● Designed new features to enable best user experience and managed ongoing operation system.● Reduced Incoming incidents around 25% by creating chatbot which could answer initial queries.● 60% Functional Test cases automated using Selenium thereby increased testing efficiency.● Identified issues well ahead and enabled 0.01% critical issues during production launch.● Managing Scrum ceremonies i.e Stand up meetings, Retrospective, Defect Prevention.● Meetings with E2E designers/Business from various components for design planning.● Getting the high level estimates for the requirements and ensuring it gets updated in the estimation/story tracking tool (STORM).● End customer-focused, organized self-starter with effective customer-service skills and demonstrated ability to manage technical aspects and build relationships with customer.● Build a strong Customer Relationship at all level by providing required deliverables and Reports.● Release and Sprint Planning for the designs.● Ensuring the design is completed before the completion of the aligned sprint.● Ensuring proper estimation is updated from all the impacted components.● Coordination with various TDM’s and other stakeholders incase a requirement needs to be differed. ● Following with teams/components to get the estimation of the solution in terms of cost, story points & man-days.● Managing the Delivery of the User Stories/CR’s through different Releases from Design perspective.● Resolving conflicts within teams & vendors if any related to the customers delivery.● Identifying Risks & coming up with mitigation plan for the deliverables.

Key Deliverable:● Participating in customer calls to understand the requirements.● Configuration of Customer Segments and assigning rate plans.● Working on online modules like CX, MI etc.● Identifying issues and working on solutions.● Suggesting ways for improving the existing product.● Coordination with suppliers, contractors and 3rd parties to meet business objectives and contractual fulfilment.● Managing Bill Cycle executions and fixing of Billing Rejects.● Accountable for the execution of the Incident Management process using Clarify.● Liaison with team managers and technical experts to ensure swift resolution of incidents within SLA targets.● Ensuring timely deliverables and meeting the Service levels. ● Proper People and time management.

Key Deliverables:● Proactive monitoring of servers, applications & databases.● Ensuring all the processes are running fine through regular follow-ups with the team.● Handling of all severity incidents.● Mentoring all new joinees.● Identifying time-wasters and resolving to eliminate them.● Maintaining strong relationship within the team as well as with client.