PRASAD

KONDLA

Jacksonville, Florida

+1-386-***-****/904-***-****

ad2sqy@r.postjobfree.com

Scrum Master/Product Owner

PROFESSIONAL SUMMARY

Over 17 years career in tech, worked with clients of all regions. I have played an essential role in developing, managing and improving a wide range of products and services across different industries and business models from Automotive,Healthcare,Digital Media and BFSI, where I have found my biggest passion. The motto that has driven my work all these years in tech hasn't changed: Paying close attention to user feedback, spotting user behavior and business patterns, and iterating from there.

ACADAMIC BACKGROUND

Master in Business Management

Bharathidasan University - 2011

Bachelor of Engineering

Computer Science Engineering - 2006

WORK EXPERIENCE

CERTIFICATIONS

SAFe Agilist

PSPO II – Professional Scrum Product Owner

ITIL 4 Managing Professional

ITIL Expert

ISO 22301 Lead Implementer

ISO 20000 Foundation

Certified ServiceNow Administrator

SAFe Agilist July 2023 – Till date

Optum

Working with leading Healthcare client as SAFe Agilist for Digital applications

•Working on PI Planning every 10 weeks

•Conducting Scrum ceremonies – Sprint Planning, Daily Standup calls, Sprint Reviews and retrospectives

•Working with RTE on the SOS Meetings

•Prioritizing the requirements with Product owners

•Removing the impediments and road blockers for the team

•Managing the backlog and work items in the rally tool

•Coordinating with cross functional teams and ensure delivery is on time

•Preparing the reports for the leadership teams

•Ensuring agile practices are implemented and continually improving them

•Integrating Agile with Devops and ITSM Framework

Product Owner Nov 2016 – May 2023

HSBC Technologies

HSBC is one of the largest banking and financial services organizations in the world with 7,500 offices in over 80 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa.

•Product Owner – ServiceNow & xMatters

•Agile Scrum Management – Attending – PI Planning, Sprint Planning, Daily Standup calls, Sprint Reviews and retrospectives

•Gathering and prioritizing the requirements from business

•Defining the vision and KPIs for the products owning

•Worked on Resiliency related to SAAS applications on Google Cloud Platform

•Experience working with Bots on SAAS applications on Google Cloud Platform

•Created Schemas for analytical and reporting requirements

•Suplier Management – Contract Management ( SAAS Products), Contract Renewals, Service Reviews

•Preparing all the documentation related to the project in content management systems like confluence and SharePoint.

•Solution Architect and APIs Manager for the Global Service Desk tool

•Imparted ITIL and Agile trainings

•Looking after resource planning, timelines and funding and budgets for the projects

During this period, 200+ changes successfully deployed and 150+ new features have been adopted permanently. 5000+ man hours saved through semi and full automations. 500k USD savings achieved via negotiations and service improvements

Delivery Manager Sep 2011 – Nov 2016

CSC India Pvt Limited, Hyderabad, India

DXC (formerly CSC India Pvt Limited) is a a global leader in providing technology enabled business solutions and services across the globe.

•Managing Offshore Operations and Refresh of the Desktop Support for a client who is one of the wolrd’s largest provider of insurance services

•Managing the backlog and prioritizing the requirements for delivering them

TOOLS & SKILLS

Service Mgmt Tools: Remedy, ServiceNow, GSD

Agile: JIRA, Rally and Azure Dev Ops

Administration: xMatters and Replicon

Content Mgmt: Confluence and SharePoint

Primary Skills:

Agile Scrum Master, Product Owner

Service Management

oOperations & Consulting

oService Improvements

oPractices, CSAT & ESAT

oSupplier Management

oService Delivery Management

oSolution Architect

Business Continuity Management

Secondary Skills:

Learning & Development

Capability Framework Development

Trainer: ITIL & Agile

Internal Communications

Resource Management

Rewards & Recognition

Other Skills

Delivery Manager Sep 2011 – Nov 2016

CSC

•Managing Offshore Operations and Refresh of the Desktop Support for a client

who is one of the wolrd’s largest provider of insurance services

•Managing Service Levels, Problem Management & Customer Satisfaction

•Setting up of strategic and tactical objectives for the project

•Managing the day to day operations and requirements from stakeholders for the projects

•Ensuring project milestones are met and any blockers identified are removed/mitigated

•Supported the Migration of Remedy to Service Now tool

•Successfully completed an onsite consulting engagement in Saudi Arabia

•Supporting changes across business, technology, and process boundaries by

co-coordinating with clients

•Manage customer perceptions and build strong internal

•Identified and executed various service improvement activities

•Imparting the training sessions on ITIL foundation and intermediate modules

Lead - Offshore Operations Jul 2009 – Aug 2011

Williams Lea India Pvt Limited, Chennai, India

Williams Lea is is a leading global provider of customized Corporate Information Solutions. Williams Lea builds client solutions that are on-site, off-site and offshore and offers opportunities often in prestigious environments. Williams Lea boasts of a clientele comprising blue chip for Fortune 500 firms.

•Manage multi skilled offshore service delivery with services not limited to Incident management, Request fulfillment, Access management, Application Management, Change Management and Management reporting.

•Key responsibilities include service level management, Financial(P&L) management, Human capital management, Training & Development

•Create and maintain formal procedures for increasing productivity, driving consistent service delivery and increasing customer satisfaction

•Co-ordinate with Internal teams for maintaining the delivery time lines and service level objectives.

•Ensure adherence to processes and procedures laid down by the organization with respect to Service Delivery

•Responsible for identifying additional business opportunities and subsequent knowledge transfers.

•Manage customer perceptions and build strong internal relationships by being proactive and reactive

•Imparted several training sessions on ITIL V3 Foundations

Software Engineer – Mainframes Support Dec 2006 – Jun 2009

Mahindra Satyam, Chennai, India

Mahindra Satyam (formerly Satyam Computer Services Limited ) is a leading information, communications and technology (ICT) company providing top-class business consulting services, Applications services, Infrastructure services, and Business Process Outsourcing (BPO) services globally.

•Offshore service delivery of automotive client in the areas of Incident management, Request fulfillment, Access management, Change Management, Problem Management and Release Management for mainframe applications.

•Create and maintain formal procedures for increasing productivity, driving consistent service delivery, and increasing customer satisfaction

•Enabled automation on legacy printing process of mainframe reports

•Providing an interface for users to other service management functions at client end, such as change management, problem management, configuration management, release management, and so on.

•Manage customer perceptions and build strong internal relationships

•Managed the Learning and development of the Fresher’s

•Imparting the training sessions to various stakeholders on Service Management

Surveys Management & Improvement

Recruitment

Scheduling Town halls

Capability Management

Meeting moderation

Exchange Sessions

Goal and conversion tracking

Performance Review & Management

Contact this candidate