Sourav B. Email & Phone Number

Noida, Uttar Pradesh, India

Gurugram, Haryana, India

• Facilitated the Scrum framework to support the team in delivering high-quality software products.
• Worked with the Product Owner to prioritize the backlog and ensure that the team is working on the highest value items
• Coached the team on Agile values, principles, and practices to foster continuous improvement and self-organization.
• Conducted daily stand-up meetings, sprint planning, sprint review, and retrospective meetings to keep the team aligned and focused.
• Worked with… Show more
• Worked with cross-functional teams to identify and remove any impediments that may affect the team's ability to deliver the product increment.

Noida Area, India

Noida Area, India

1. Handling End to End Critical/High (P1/Sev1/Code Red, Sev2) incidents related to network/business critical issue.2. Collaborated with ITSM Lead from Europe to define project roadmap and established service management process.3. Responsible for implementation of effective application major Release plans, scheduling, communication andescalation plans to.

Noida Area, India

• The role involved in planning, scheduling, implementing, testing and deploying change & release management process.
• Oversee all activities of the Change Management process throughout the life cycle of Change Requests
• Performed initial review of CRs and ensure proper risk & impact analysis is performed thoroughly on all CRs
• Verified quality of information in Change request, Reject or Refer back requests as appropriate, based on the initial review
• Chaired the Change… Show more The role involved in planning, scheduling, implementing, testing and deploying change & release management process.
• Chaired the Change control board (CCB, Emergency CCB) meeting involving Client, Service Delivery Manager, Support teams and Change implementers

Noida Area, India

• Performed incident management activities to ensure the delivery of quality and timely services with no impact to IT services.
• Monitoring, measuring and reporting on efficiency and effective services delivered as per the calculative parameters.
• Performed weekly audit on Incident tickets to check incidents are handled and resolved correctly
• Shared Aging Reports with support teams to expedite incident resolution
• Managing the team of Service Desk Engineers to deliver the… Show more Performed incident management activities to ensure the delivery of quality and timely services with no impact to IT services.
• Managing the team of Service Desk Engineers to deliver the services as per the agreed SLA.

Noida Area, India

• Provides customer service support to the British Telecom Project by obtaining, analyzing and verifying the accuracy of billing information in a timely manner. Initiates and /or implements corrective action as needed in.
• Receives, processes and verifies the accuracy of billing enquiry and provide customer service… Show more Provides customer service support to the British Telecom Project by obtaining, analyzing and verifying the.
• Receives, processes and verifies the accuracy of billing enquiry and provide customer service resolution.
• Initiates required action for response to customer service requests for billing changes, order changes and communicate changes to the appropriate personnel/departments.
• Provided support on online billing, chat, call and email services.
• Acted as subject matter expert to handle the high end escalation. Show less

Master'S Degree, Economics

O Level, Computer Science

Bachelor Of Arts (B.A.), Bachelor Of Arts

Motilal Nehru College (DU)

Schooling, Art/Art Studies, General