Shweta Kathuria

• Responsible for planning and managing projects for different environments
• Accountable for implementing Agile/Scrum practices across different teams and squads.
• Delivered more than 25 projects in two years for client such as Westpac.
• Facilitated test driven developments and project implementations which increased the quality.
• Accountable of Agile/Scrum processes for multiple squads including sprint planning,daily scrum, sprint review and sprint retrospective.
• Responsible for identifying and mitigating issues and risks that may impact portfolio of services
• Address escalated issues with running of the process
• Deliver process and support improvements to the process and customer outcomes
• Single point of contact relating to major incidents during the implementation
• Collaborate with stakeholders and plan on communication during project deployment and before implementation
• Responsible of overall performance and effectiveness against SLA and KPI’s
• Coordinating with business stakeholders, programs to run successful implementations
• Accountable for communicating with the stakeholders regarding key project plans and essential changes which include project requirements

● Participate in Project Scope and estimation meetings from Programs.

● Facilitate Agile ceremonies like Daily Scrum updates, Retrospectives, showcases (internal and wider audience)

● Assist team with Sprint Backlog Grooming

● Report and monitor squad resource performance.

● Represent squad in Scrum of Scrums

● Coordinate with Dev Leads to mitigate resource issues.

● Escalate delivery constraints to the program and respective teams.

● Coach team on agile methodologies/ scrum practices from time to time and ensure that agile methodologies are being adhered to.

● Remove/mitigate blockers during project execution.

● Keep key project stakeholders including Business Application Owners, Delivery Managers and Senior Project Managers apprised on project updates.

● Ensure all primary and supplementary artifacts are created and maintained in the respective repositories.

● Work with implementation manager and release teams to plan releases.

● Agile Metrics Monitoring, such as Lead time, code quality, predictability.

● Participate in weekend production releases.

• Handled major accounts of HCL Australia as ITSM lead
• Handled releases with project managers, development teams and system administrators for development, evaluation, test and launch phases of software development life cycle
• Accountable for Collecting and providing ongoing project feedback to change management organization
• Was responsible for process improvements alternative to roll out tools and processes
• Headed and directed collaborative efforts of release and developed management standards
• Was accountable for routine project activities required to manage release by test production and environments
• Have created calendars, schedules and was accountable for release governance meeting
• Accountable for managing vendors and all required co ordinations on MIM bridges and Problem Management analysis
• Highly appreciated for managing and leading technical and management bridges for Network, Active Directory, Exchange issues
• Handling a big number of internal & external stakeholders and coordinating with multiple support groups
• Well experienced in reactive and proactive analysis for problem records and trend analysis
• Accountable for Process Engineering, design and operational improvement with project management team
• Accountable for incident analyzing, categorizing, and interpreting/qualifying incidents and managing appropriately
• Accountable for text and email communications for technical & management stakeholders
• Handle end to end restoration, critical top management communications, management bridges and post incident reviews
• Managing the required recovery activities of major incidents by removing the risk and impacts in the Jetstar IT
• Driving the efficiency and effectiveness of the ITSM processes, Root cause analysis, proactive problem management
• Chair and minute Incident & Problem Management forums and ensure follow-up of agreed actions
• Producing management information, including KPIs and reports
• Taking care of change management and release management process and operations
• Taking care of the required major incident review documentation, SLA performance/management & Process adherence
• Supporting problem management function by creating problem tickets and managing problem management lifecycle
• Drove the effectiveness and efficiency of Incident Management Process through developing, analyzing and presenting insightful incident reports
• Conducting awareness sessions with technical teams on Incident & Problem management processes
• Accountable for the management of the Incident & Problem Management policy, processes, procedures, work instructions and communications plans
• Collaborating with other process and platform owners, Service Level Managers to ensure all incidents and problems are resolved within SLA timelines
• Managed day-to-day process related issues and recommended process improvements for incident/problem and knowledge
• Providing incident and problem reports to stakeholders and advising on next required directions as CSI
• Accountable for effectiveness and continuous strategic improvements of incident and problem management processes

• Worked closely with multiple business heads and senior management to understand continual service improvement needs and be the ‘face’ of technology
• Lead problem management process with review boards across multiple business and vendors under SIAM framework
• Ensured SLAs are met and delivered performance reports monthly and fortnightly in required process board and service board meetings
• Developed incident and problem management process documents and procedures for financial services
• Handled different vendors altogether under multivendor strategies of SIAM and MSI and provided the quality resolution
• Coordinated with different IT technical resources to perform UATs on timely basis according to the project plan
• Managed day-to-day process related issues and recommended process improvements for incident/problem and knowledge management
• Governance across all incident’s priorities, SLAs and CSIs
• Ownership and establishment of problem management process to provide the root cause analysis and remediation for incidents.

• Handled major accounts of HCL Australia as ITSM lead
• Handled releases with project managers, development teams and system administrators for development, evaluation, test and launch phases of software development life cycle
• Accountable for Collecting and providing ongoing project feedback to change management organization
• Was responsible for process improvements alternative to roll out tools and processes
• Headed and directed collaborative efforts of release and developed management standards
• Was accountable for routine project activities required to manage release by test production and environments
• Have created calendars, schedules and was accountable for release governance meeting
• Accountable for managing vendors and all required co ordinations on MIM bridges and Problem Management analysis
• Highly appreciated for managing and leading technical and management bridges for Network, Active Directory, Exchange issues
• Handling a big number of internal & external stakeholders and coordinating with multiple support groups
• Well experienced in reactive and proactive analysis for problem records and trend analysis
• Accountable for Process Engineering, design and operational improvement with project management team
• Accountable for incident analyzing, categorizing, and interpreting/qualifying incidents and managing appropriately
• Accountable for text and email communications for technical & management stakeholders
• Handle end to end restoration, critical top management communications, management bridges and post incident reviews
• Managing the required recovery activities of major incidents by removing the risk and impacts in the Jetstar IT
• Driving the efficiency and effectiveness of the ITSM processes, Root cause analysis, proactive problem management
• Chair and minute Incident & Problem Management forums and ensure follow-up of agreed actions
• Producing management information, including KPIs and reports
• Taking care of change management and release management process and operations
• Taking care of the required major incident review documentation, SLA performance/management & Process adherence
• Supporting problem management function by creating problem tickets and managing problem management lifecycle
• Drove the effectiveness and efficiency of Incident Management Process through developing, analyzing and presenting insightful incident reports
• Conducting awareness sessions with technical teams on Incident & Problem management processes
• Accountable for the management of the Incident & Problem Management policy, processes, procedures, work instructions and communications plans
• Collaborating with other process and platform owners, Service Level Managers to ensure all incidents and problems are resolved within SLA timelines
• Managed day-to-day process related issues and recommended process improvements for incident/problem and knowledge
• Providing incident and problem reports to stakeholders and advising on next required directions as CSI
• Accountable for effectiveness and continuous strategic improvements of incident and problem management processes

• Involved in the major incident management and problem management of the organization as ITIL Process Leader and ensuring improved processes for respective account for several applications and products-based environment
• Managed the recovery activities and communication of all Major IT incidents
• Includes all stakeholder communications, driving IT support teams to restore service (both internal and external providers) on a 24 x 7 on-call shared roster
• Managed the lifecycle of Critical Incidents and ensured it follow up actions are taken to the closure with required KPI and SLAs are maintained
• End to end operation management with effective transition and transformation for Problem & Incident Management.

• Defined and managed problem management process & provide operational support for international clients
• Managed the lifecycle of Critical Incidents and ensured it follow up actions are taken to the closure
• Perform quality reviews and audits on incidents, problems and change tickets on daily basis.

• Was Responsible for critical incident management process monitoring & reporting
• Managed the KEDB for all known errors & prepared the specific solutions for all known errors
• Worked with technical team and third-party vendors to analyze about problems that can happen at client side
• Assisting the new hires to come up the learning curve on the process training & educating them.

• Planned and organized training for new processes/policies and opportunity areas
• Educate the customer or all these services & products that HDFC had.