Srinivasan N

• Roles: Scrum Master & others [Incident Manager, BSA & Testing, Support Desk Lead]
• Scrum Master
• · Managed multiple concurrent projects by prioritizing deliverables based on urgency, resource capacity, and alignment with organizational objectives.
• · Facilitated end-to-end Scrum ceremonies including sprint planning, backlog grooming, daily stand-ups, sprint reviews, and retrospectives to ensure structured Agile delivery.
• · Partnered with Product Owners to prioritize backlog items based on business value and stakeholder needs, improving sprint predictability and delivery timelines.
• · Optimized resource allocation through capacity planning and proactive impediment removal, maximizing productivity without overloading teams.
• · Promoted cross-functional collaboration and transparency by maintaining clear documentation of progress, risks, and milestones.
• · Coached teams on Agile best practices, fostering continuous improvement, accountability, and high-quality IT project delivery.
• Incident Manager
• · Led end-to-end management of Major Incidents (P1/P2), driving rapid service restoration across infrastructure, application, and network environments within SLA targets.
• · Acted as the single point of command during critical outages, leading cross-functional bridge calls and delivering clear executive-level stakeholder communications.
• · Monitored MTTR/SLA compliance, and strengthened ticket ownership, prioritization, and escalation controls.
• · Eliminated 100+ legacy incidents aged 1–2+ years by driving structured follow-ups, cross-team escalations, and resolver accountability, significantly reducing backlog and improving operational stability.
• Business Systems Analyst
• · Attend the requirement Discussion and review calls with business team.
• · Liaising with the business team to discuss new requirements and help create the new development requirements.
• · Work closely with the Developers & QA on the new requirements to its completion as product that can be offered to retailers.
• Manual Testing:
• · Experience in functional testing, smoke, system, and regression testing.
• · Preparing Test Scenarios and execute End to End Testing
• · Possessed strong understanding of QA Principles, Process and Use Cases.
• Instructional Content Creator & Video Editor
• · Created various tutorial videos using Microsoft Clip champ for applications developed by our organization.
• · Created the tutorial documentation and prepared the tutorial videos for Tempur Sealy [Pop-Shop] project.

• Investment Banking - Client Documentation & Account Management.
• Contract employee through Sage Softech Solutions
• Created detailed reports on account performance, highlighting areas requiring attention or improvement for both internal teams and clients alike.
• Influenced positive change within the organization by championing best practices related to customer service excellence and relationship management techniques.
• Managed a portfolio of high-value accounts, ensuring timely service delivery and optimal client satisfaction.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

Australian Telecom Process [Voice Support]

• Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Financial Software & supplies [Voice & Chat Support]

• Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
• Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
• Decreased average call time through effective problem-solving techniques and clear communication with customers.
• Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Citi Bank - Business Account Services

• Increased customer satisfaction by ensuring timely completion of requests and adherence to high-quality standards.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Barclays Bank UK [Personal Banking] - [Voice Support]

• Coached and trained 15+ new employees.
• Participated in cross-functional team-building activities.
• Improved team performance by implementing effective coaching strategies and setting clear goals.
• Enhanced overall team productivity by creating a positive work environment and promoting open communication among team members.
• Led team meetings to discuss progress, address concerns, and share best practices for continuous improvement.

Ingenix USA Healthcare [Voice Support]

• Collaborated with cross-functional teams to resolve escalated customer issues, leading to improved relationships and client retention.
• Improved customer satisfaction by providing timely and accurate resolutions to complex technical issues.
• Mentored junior support analysts, resulting in increased efficiency and elevated overall team performance.
• Developed training materials and conducted workshops, enhancing the skill set of new hires and existing team members alike.

Norton Anti-Virus (Symantec) USA - System Security [Voice Support]

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Conducted training sessions for new hires, ensuring consistent level of service across team.
• Improved resolution time with effective problem-solving for customer complaints.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Managed timely and effective replacement of damaged or missing products.