Apr 2022 – Oct 2024 · 2 yrs 6 mos · Gurugram, Haryana, India

•  Building a platform that cuts reliance of multiple portals, streamlining navigation, partnering with stakeholders and UX to design a regional platform that resolves CCP pain points.
•  Working with stakeholders and UX to gather requirements, build mockups, and integrate features into sprints, aiming to deliver a seamless experience for CCP users.
•  Collaborating with stakeholders and scrum masters to translate regional needs into actionable features
• for the new platform, improving user experience and reducing dependency.
•  Own feature end-to-end, collaborating with tech teams to validate test cases in environments like E2 and E3, and resolving defects.
•  Support various widgets, including Credit and Fraud alerts and Case Summary, which are integral to the CCPs' workflow.
•  Support international markets, including the UK, Canada, ANZ, Japan, and Mexico, addressing specific nuances for each market
•  Led multiple projects with a budget of $1.2 million consisting of 14 React JS Developers
•  Conducted Scrum Daily standup, Product backlog, Sprint Planning, Sprint Review & Sprint , Retrospective meetings.
•  Achieved 100% target for SLA metrics such as commitment reliability and cycle time for the year ending 2022-23. Mitigating the penalties arising from the SLA breach
•  Developed and followed agile project management plan (Agile Ceremonies). Facilitated build requirements log (product backlog) with cost estimates and priority.
•  Determined the team capacity (velocity) from historical data. Created Work Break down structure (user stories) and corresponding activities (tasks).
•  Monitored the project progress and radiated the information to stake holders. Identified and mitigated team risks and impediments (Blocking Issues, Critical Defects) on daily basis.
•  Communicated the progress to senior management thru 'Burndown Charts'. Monitored the Quality thru metrics and mentored team thru the project management processes

Sep 2020 – Apr 2022 · 1 yr 7 mos · Gurugram, Haryana, India

• Achieved Individual performance metrics > 800 points for past 18 months.
• Managing successfully Jira production numbers on daily basis with Zero SLA breaches. Tagged as Special IC for 12 months.
• Received positive feedback from clients for providing exemplary service. Featured in India Title team newsletter in the year 2021.
• Supporting inhouse title companies such as BSS, Vantage point, Mortgage connect, Title 365.
• Request, process and manage organization of borrower loan documentation. Check abstract of title and checking netroline to ensure all taxes are paid.
• Working with Underwriters and Loan rangers to request pending documents from the borrower.
• Analyze and review title research results to determine Vesting information, Open Mortgage, Legal description and any Open Liens.
• Drive the continuous optimization of mortgage production process by thinking critically about how one can leverage technology to resolve operational gaps/challenges.
• Learn the ins-and-outs of the mortgage business.
• Expert in analyzing consumer finance (e.g., review of income, assets, credit, and property)
• Verify and analyze all necessary financial information and documentation
• Request, process and manage organization of borrower loan documentation

Sep 2017 – Nov 2019 · 2 yrs 2 mos

• Worked as a Backup Team lead for Desktop Level 2 team.
• Handled a Team of 7 IT Business Analysts where the main objective was to mitigate penalties arising from SLA breaches.
• Maintained > 95% SLA every month for 2 years, keeping the account in green status.
• Major participator in the development and deployment of an upgrade strategy for a large group of integrated applications including Microsoft Office, CSS, and other desktop applications
• Took ownership of all Major Incidents which includes P1, P2, and P3s, and ensured they are proactively & efficiently managed within SLA.
• Performed user administration in Active Directory to create accounts, modify user attributes.
• Work with client and other internal teams like Service Desk, Platform, Network, Database, Unix, etc. to ensure all service deliverables.
• Provide value-added services to clients by improving service efficiency of daily health check tools, and process optimization.
• Handle client escalations and drive/guide team for service improvement.
• Conduct weekly meetings with the team to share team performance trends, discuss improvement opportunities, understand delivery challenges, provide client/Management updates, etc.
• Resource Management - Conduct interviews to hire new resources and manage resource availability. Ensure service continuity by leveraging, cross-skilling, and upskilling resources.
• Value Addition - Identify service/process improvement and Incident and SR reduction opportunities by using lean methodology and automation.
• Provided process and technical training to all new members and mentored them.

Aug 2015 – Aug 2017 · 2 yrs

• Achieved resolution achievement of > 110% on daily basis, much more than the required KPI.
• Value Addition - Identify service/process improvement and Incident and SR reduction opportunities by using lean methodology and automation.
• Created/Deleted/Modified Windows and Domain accounts, MS Exchange/BPOS accounts, DLs, mail lists, and Web Forms that helped users raise Incidents via self-service.
• Occasionally handled technically escalated calls for fellow team members on behalf of TSS
• (Technical Support Specialist) or Team Manager.
• Supported team with complex technical queries. Shared regular technical updates and solutions for known and/or new issues with all available teams and groups.
• Collaborated with 15 employees and consultants on projects and rollouts including the Adobe Acrobat and Microsoft Office 2016.
• Provide guidance and reporting on SLAs and other analytics to management.
• Supported US-based customers with technical queries around their internet service.
• Troubleshoot connectivity issues (internet, wireless, etc.) for the customers.
• Helped Team Lead with Client Feedback analysis for all members of the team.

May 2014 – Jun 2014 · 1 mo · Noida Area, India

• Collected the statistical data of several firms (Idea, Bharti Airtel, Reliance Communications LTD, Tata Communications LTD, MTNL) and interpreted the trends.
• Gathered & corrected research data to create representative graphs and charts highlighting the strategic focus, stock performance which resulted in continuous improvement in margins and strong operating performance.
• Produced reports, spreadsheets and documents outlining the key details such as valuation of the firm amounting to $556 Billion and recommendation on buying the stock at Rs. 168.65.