Jan 2021 – Present · 5 yrs 2 mos

Mar 2006 – Present · 20 yrs

• Achievements’:
• Worked as a data scientist for ‘Ticket categorization’ tool Uses AI based Machine Learning Algorithms (NLP) to train and predict the category and sub-category of the incidents eliminating the manual work of the Problem Management.
• Achieved all the metrics with exceeded expectations (SLA, NSAT, MTTR) by owning the E2E business process and delivery responsibility
• Handled the Monthly business reviews with client efficiently by discussing all the key issues and the CREST Metrics
• Client Collaboration- Quarterly workshops with clients in Accenture campus for co-innovation Ideas
• Responsibilities:
• Owning the E2E responsibility of the Supply Chain key vertical.
• Responsible for delivering SLA metrics, quality and client liaison.
• Involve in the daily scrum calls with team and formulate the mitigations for any major issues.
• Quality is PRIME- Calculate the quality of the incidents and give continuous feedback to the team.
• Critical Performance Indicators- Evaluate the metrics dashboard and gauge the SLA performance.
• Critical Activities Evaluation- Design the four-eye principle for any critical activity.
• Client and Stakeholder Liaison- have a weekly connects with client and discuss on the on-going improvement plans.
• Contribute to service improvement plans for each month there by analyzing the incidents trend and preparing heat map of the issues.