SHUBHI SHINGHAL

ad1h0z@r.postjobfree.com

**** ********* *****, *** *** Ascent Apartments, San Jose, California-95123

TECHNICAL SUMMARY

PROFILE SUMMARY

• Certified Scrum Master.

• Well versed in Program Incremental Planning with Global Team.

• Proficient hands-on program manager with 9+ years of total experience including software development in early years in E- commerce and Travel domain.

• Excellent understanding of business processes supported by technology.

• Well acquainted in Agile methodologies.

• Played role of Global Coordinator for projects spanning across organizations.

• Proficient in managing product vision and release plan in alignment with business goals.

SKILLS Product Management, Delivery

Management, Change Management,

Incident Management, Splunk

Administrator, Operational

Excellence, Server Management.

DEFECT TRACKING TOOLS JIRA, Service-now, Trello

KNOWLEDGE OF TOOLS Splunk, Grafana, Haystack (in-house), Glassbox, BLU, Confluence, MS-

Office, MS-Excel

METHODOLOGY Agile, Waterfall Model

DOMAIN KNOWLEDGE E-Commerce, Travel, User Domain

(Sign-ins/ Sign-ups/ Create Account),

User Profile Management.

• Managing cross functional and cross BU projects.

• Worked on desktop and mobile (iOS and Android) platform apps in the Identity space.

• Drive the Development, QA and UAT to ship efficient product.

• Manage JIRA boards for multiple parallel sprints.

• Key participant in Project Planning, Product roadmap & Inception.

• Working with cross geography teams in different time zones.

• Understanding of technology trade-offs which can affect time-to-market. EDUCATION

UTTAR PRADESH TECHNICAL UNIVERSITY, LUCKNOW

Bachelor of Technology, Major in Information and Technology: 76% (Passed with Distinction in all subjects)

• Engineering Year: 2009-2013

• Ranked 1st in my college amongst the entire batch of 2009. EXPERIENCE: MAJOR PROJECTS TAKEN

TWILIO INC., BENGALURU (Apr 2022 to Present)

Sr. Technical Program Manager, Consumer Trust Team [Apr 2022- Present]

• Regulatory Compliance Cache Service for TollFree Phone Number Verification: Messaging service requires the verification of a toll-free number while a message is being sent. In order to protect the configuration services from inflight traffic we have to develop a new cache.

Impact: We saved 100k+$ revenue because of this initiative. o Handling of cross geography 30+ member team and transitioning from small groups to Workstream model.

o Coordinate and communicate with all stakeholders of the projects, such as business, development, functional and operational teams. o Analysing, Requirement gathering, Designing the solution & architecture.

o Provided strategic influence across cross BU for better solutioning. o Created product roadmap and divided project requirements into a Minimum Viable Product and subsequent phases

EXPEDIA GROUP, GURUGRAM INIDA (Nov 2013 to Mar 2022) Sr. PROGRAM MANAGER, Customer Identity Team US [2018-2021]

• Expedia Oauth for Homeaway (Vrbo) – Brand Expedia has an oAuth 2.0 service that can be utilized for signing in Expedia Users on Home Away (HA). This is a feature similar to a Social Sign-in (Google, FB) for HA.

Impact: There is an overlap of users between HA and BEX. ~40% of HA users also have accounts on BEX. Allowing customers coming to HA to sign-in with their BEX credentials will reduce friction to sign-ins for HA. o Program management of highly complex and high visibility cross BU project impacting all business workflows with major impact on Global sign-in within Brands.

o Handling of cross geography 12 member team and transitioning from PODs to Workstream model.

o Coordinate and communicate with all stakeholders of the projects, such as business, development, functional and operational teams. o Analysing, Requirement gathering, Designing the solution & architecture.

o Provided strategic influence across cross BU for better solutioning. o Created product roadmap and divided project requirements into a Minimum Viable Product and subsequent phases.

• Progressive Web Application Sign-in / Sign-up on HIS/HSR Page (Brand Expedia) - The present Global Sign-up and Sign-in (GSS) experience is built around Expweb platform (on both Desktop and Mobile Platform). It has been decided that PWA (Progressive Web App) will be the future for BEX web applications due to numerous benefits (it is faster, considered to be more lightweight supporting high-quality UI/UX etc. Therefore, old ExpWeb GSS platform/ codebase will soon become unsupported (there is no defined date for the Expweb deprecation).

Impact: Provide friction-less, yet very secure, sign-up/sign-in experiences across all brands. This will lead to great customer satisfaction. o Technical Global coordinator working with 10+ teams. o Requirement understanding, Feasibility study and project planning. o Coordinated with UI/UX team to discuss the design of the sign-in/ sign-up and Reset/Forgot Password screens.

o UAT and coordinated rollout with minimum impact based on Test and Learn.

o Lead to positive CVR.

o Identified & anticipated probable risk and mitigated effectively using clear communication, MVP solutioning and building common consensus between impacted teams.

• Google One-tap Sign-up and Automatic Sign-in – We are creating the ability for anonymous users to sign-up with Google in one click on top of the funnel pages like SF and Landing pages. Returning users are signed in automatically, even when they switch devices or platforms, or clear cookies. Users get a secure, token-based, password less account on the site. Impact : The biggest impact from one tap sign up is getting more of our anonymous visitors to sign up which can be turned on all over the site; it’s a net new channel for account acquisition. Just considering the homepage which has ~ 300M anonymous unique visitors a year who do not already login or sign up, if one tap sign in converted even just 1% of these users into full accounts, that’s ~3 million new accounts per year. o Program management of high visibility cross-location project impacting the sign-in / sign-up flows with major impact on Social Sign-in.

o Coordinate and communicate with all stakeholders of the projects such as Vendor Team of Google, business, development, functional and operational teams.

o Provided the End-to-End Architectural Flow with all the possible scenarios listed.

• Managed and conducted sprint ceremonies for 4 PODs simultaneously.

• Proactively identified pain point of system and initiated multiple technical improvements projects.

• Started all pods quarterly demo initiative for cross team pollination. PROGRAM MANAGER II, Customer Identity Team US [2016-2018]

• Double Byte Unicode (implemented in Wave 2 markets (Japan, South Korea, Taiwan, China, US (simplified Chinese))

Impact: It will lead to customer satisfaction since the customers expect their service providers to allow them to save their personal information in their local language and with this feature they will able to enter their names in their local languages.

o Program Management of Double Byte Unicode workflows using Agile Methodologies.

o Holding review meetings with team, client & management to monitor project progress and ensuring timely completion & delivery of the time sensitive project.

o Managing project team size of 16 members including Developer and QA.

o Leading the integration process with Connectivity, Notification, Finance and Delivery partners.

o Playing role of SCRUM Master.

o Lead the project management activities that include Change Management and Delivery Management as per scheduled deadlines; extending post implementation and support to the technical support and operations team.

o Providing high end technical support on systems, managing incidents and ensuring high end-user satisfaction levels through prompt solutions.

o Played critical role in identifying edge cases and getting legacy bugs fixed.

o Providing High level estimation, t-shirt sizing, milestones, program plans, making team accountable for accurate estimates. o Influence Engineering Managers, Senior Developers, Principal Developers for design, strategies, schedule.

OPERATIONS AND TRAFFIC SR. ANALYST [Nov 2013-2016] Managed World’s 70B+ Travel Platform, and Delivering one of the finest travel services, my role was to make operations efficient and site reliable.

• Managed global 24*7 International Operations Traffic Analytics Teams based out of India, United Stated and Jordan in follow-the-sun model.

• Ensuring the reliability and availability of Expedia’s applications and services and well as improve the experience of travelers on Brand Expedia sites by improving monitoring, incident management, automation and DevOps.

• Strategic thought leadership in making Expedia’s technology platforms resilient to failures.

• Operational and DevOps Leadership in managing multiple concurrent, complex, unique projects and initiatives.

• Hands on technology leader across the organization in areas of monitoring, tool development, analytics, customer experience and technical management.

• Developing operational roadmaps and processes, prioritizing work and organizing resources.

• Joined as Trainee and got promoted to Manager in the same Team. ACCENTURE SERVICES PVT LTD, GURGAON [June 2013 to Nov 2013]

• Joined as Associate Developer and learned some basic programming concepts on the Project running at that time.

• Worked with full energy and enthusiasm to understand the concepts and architecture.

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