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Manager Management

Boston, MA
May 19, 2020

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**, ******* ******, **** #***,

Cambridge, MA, 02138


Mobile: +1-857-***-****

B.Tech (Hons.), Certified ServiceNow Administrator, Certified Scrum Master and ITIL-V3 certified, having established myself as an individual with almost 14 years of experience in Agile Product Management, ServiceNow Solution Architecture and Delivery Management

Authorised open work permit (L2), No Sponsorship required

Product/ Project Management

Assumes accountability for the project and its delivery

Creation and management of project management plans

Maintains status and metrics information in relevant project/program management tools

Status reporting and facilitating governance meeting

Partner with BA to manage the requirements

Budget planning and tracking

Risk management and Communication Plan

Leading presentations and meetings with executive stakeholders

Issue escalation procedure

Manage change control procedure

Coordinates UAT, release and deployment activities

Step by step cutover or migration activities with fall-back plan

Coordinates documentation of all project deliverables

Delivery Management

End to end ownership of large scale projects or a set of small and medium sized projects

Sound understanding of the parameters, metrics, methods, and mechanisms that aid in managing IT projects and companies, delivery as well as support

Deep understanding of the Quality Management, Configuration Management, Change management, Expectation management, Release Management and Testing Processes

Deliver projects including staffing, ramping up, and resolving technical conflicts

Good analytical skills with both process and customer focus

Ability to work across business and system groups at all levels

Facilitating weekly/ periodic Customer meetings and Review meetings

People Management

Mentor and coach subordinates to improve their performance

Identify training needs to increase their competencies

Conducting Reward and Recognition

Explaining performance objectives, conducting appraisal reviews and handling promotions

Resource Management and Recruitment

Retention Management

Knowledge transfer management

Employment History

August ‘17 – till date as Application Development – Solution Architect and Product Manager with Accenture Technology

Carrying out multiple responsibilities of a SA/ BA/ Scrum Master and a Product owner to define the solution foundation and building blocks, conform to standards and best practices, while being realistic with constraints and alternatives to adhere to goals, budgets and timelines. Working very closely with the Project Manager and the Technical Architect supporting Team Members to deliver the Solution for customers

Produce a detailed functional design document to match customer requirements

Co-work with Technical Architect to produce a technical specification for customer development and system integration requirements

Participate in process flow analysis and process redesign along with Project Manager

Share best practises and be consultative throughout the technical design of the project

Maintain current ServiceNow knowledge through self-study and utilization of available training. Present all capabilities within the ServiceNow platform

Look into Product customization and development

Gather requirements from Business and Stake Holders and implement them in the Product, keeping in mind the overall vision

Define business problems/ opportunities with constraints, goals, budgets and timelines

Propose and provide solution options business cases, prototypes and walk-throughs to all required levels of stake holder

Document and gain acceptance/ approvals of selected final solutions

Execute architectural solutions in capacity as a ServiceNow leader, SME, compliance monitor, and go-to architectural authority on projects

Coach and advise other Solution Architects and Developers

Collaborate closely with team members to ensure success of Pilot and Proof of Concept (POC) implementations

Maintain the Product backlog by prioritizing the Business needs and overseeing development stages

Act as a Primary liaison and anticipate customer needs

Optimizing the value of the work the Development Team performs

Ensuring that the Product Backlog is visible, transparent, and clear to all, and shows what the Scrum Team will work on next

Ensuring the Development Team understands items in the Product Backlog to the level needed

April ‘17 – August ’17 till as Sr. Project Manager Service Delivery and ServiceNow Practice Lead with Xebia Group International

Worked as the face of Xebia, wearing multiple hats for Account Management, Service Delivery, ServiceNow Product Management and People Management for our client Boston Consulting Group (BCG)

As a Senior Resource in Service Delivery; coordinate, lead and drive overall project execution, account management and customer engagement

Manage, develop and drive full life-cycle of applications and services with emphasis on new Business Introduction, Account Expansion, and Cost Reduction with improved efficiency meeting financial targets

Closely work with the Management team to ensure contractual service delivery; proactively identify problem areas and issues and work on resolution satisfactory to the client

Ensure that platform is productive, efficient and cost effective with the right standard policies and procedures in place

Ensure that resources have requisite information, training, procedural and technical information at hand to fully perform their tasks. Ensure they receive comprehensive induction and ongoing training in accordance with requirements so all requisite key competencies are achieved

Successful service delivery - SLA achievement and high level of customer satisfaction

Responsible for all aspects of resource management, their development, resolution of Human Resource issues achieved by working closely with recruitment team

Set clear objectives and standards to ensure that processes, systems and performance indicators are in place both to measure performance against these and to take corrective action when required

Create a working environment which is built on the company's core values: care, respect, expertise & passion. Track record of quality/business process improvement

Present monthly IT business reviews to executive technology panel covering financials and project scorecards

June ‘11 – till April ‘17 as Product Manager with Encore Capital Group

Launched a new ITSM tool ServiceNow. Did all the pre-work related to requirement gathering and freezing, Vendor Management, UAT in Staging and Prod environments, User trainings and Product launch. As an on-going task, I

Look into Product customization and development

Gather requirements from Business and Stake Holders and implement them in the Product

Oversee Maintenance and administrative support of the product

Undertake User adoption and trainings which involve international travel

Managing overall product life cycle

Take care of Vendor Management

Service Level Management Process for all IT functions

Interaction between business and IT product lines

Systematic Evaluation of the Quality and Adherence to Processes & Procedures

Regular review of IT incidents and Service request

Higher stakeholders' satisfaction outcome post incident closure

Voice call monitoring & quality review

Projects Undertaken

Implementation of New Modules in ServiceNow-

Incident Module

Service Catalog

Problem Management

Change Management

Asset Management

Knowledge Management

Facility Management



Transition of IT ServiceDesk and ITSM tool for Asset Acceptance Capital Corp. (AACC - a 2000+ employee strength) – Encore’s biggest acquisition till date – Integrated IT ServiceDesk of an Encore acquired company (AACC) with our ServiceDesk based out of India. Travelled to US multiple sites to train employees on our tool and technology and rolled out our ITSM tool – SeriveNow for them

Sapience Tool for time tracking rolled out for all Operations employees – Sapience tool which tracks the “On-machine” and “idle” time on a system was rolled out for all operations staff. This increased productivity of employees by many folds

Quality of ServiceNow and ServiceDesk team set up wrt. to auditing tool quality and call quality – Set up entire audit process for ServiceDesk and NOC functions to monitor the quality of usage of the ITSM tool and other BAU activities - Calls/ Communications/ Alerts

March ‘08 – June ‘11 as IT Analyst with McKinsey and Company

Responsible for managing the Global Infrastructure operations within ITSM framework, People Management, Situation/Crisis Management and Process Management

Handling a team of 5 members, monitoring them closely on their qualitative and quantitative production

Focussing on achieving the clear view of IT capability, understanding of customer needs, professional approach and processes, enhanced customer satisfaction and more motivated IT staff

Responsible for maintaining the shift schedules in 24X7 operation model, maintaining leaves/comp-offs for the entire team

Responsible for maintaining and managing the complete IT Infrastructure of McKinsey and Company, in terms of Lotus including its maintenance, managing and troubleshooting

Taking care of Day management (Shift Lead) which involves the active monitoring and the smooth working of various Technological Teams in the hub, overlooking their queue and ticket handling and also sending out High Impacts for any major issues across in the shift

Coach the Team to eliminate escalations and for Process Improvements

Report fetching of tickets closed by a team and individual specialist on weekly/monthly basis, performing the analysis of the same and provide appropriate feedbacks

Conducting technical interviews for the new hires

Managing the databases on critical domino Web Access

Lotus User Account and Blackberry User Account Management

Ticket Auditing, Analysis and Process Improvement

To check and fetch reports for BB capacity for all the BB servers in McK Domain

Daily Monitoring of Server performance, Availability, Memory Utilization, mail routing and replication

Creating and Monitoring Cluster and ensure all replicas are in sync on cluster servers

Acting as a mentor to new hires being senior member in the team

Conducting training for all the new hires in the team, to bring a team of 9 new members up

Significantly contributing in building knowledge repositories by creating documents, Knowledge objects, streamlining new processes

Performing Server health checks

Projects Undertaken

User Move Management : Managing the Project of User Moves which is an inevitable part a consulting Firm like McKinsey. The project requires co-ordination between various vendor support Teams and other ITS Teams. This involves the successful transfer of Senior Partners, Directors and Principals from one location to other, right from defining the processes, documentation, cross training peers, removing the gaps etc.

Re-hire and new hire Management : To manage all the New Hires and Re-Hire joining the FIRM, inorder to prevent any last minute issues

GRA token expiration and replacement : Run queries on the server to check for soft-tokens (used for VPN connectivity) expiration and replacement of GRA tokens on timely basis for smooth connectivity of users from home networks

Orphan BB accounts and State DB deletion : To check for any orphan BB accounts and their respective State DBs by fetching data from the BB servers

Knowledge Object Maintenance : Document the current and ongoing processes and manage them by regular updations of the same

July ‘06 – March ‘08 as Quality Analyst with IBM – Bharti (Airtel) Central IT

Worked as a Process Improver to Identify, analyze, and monitor performance improvement opportunities in process areas through fishbone diagram, paretos and other principles of Six Sigma to identify training needs of the Engineers and train them accordingly

Plan & execute Audit of Incidents/Log for Correct Call Profiling usage

various initiatives to be undertaken around Quality & Process improvement and ensure their timely completion

Quality based Report Management

To Monitor calls as per the prescribed guidelines and as per the Target for Calls related to Troubleshooting for Lotus Notes Client, basic troubleshooting for desktops and laptops, VPN configuration and troubleshooting, Password resets for citrix metaframe applications

Replicate successful project work/ share best practices and serve as a change agent and facilitator for continuous improvement

Provide inputs on key strategic decisions around improving processes

Attend Call Auditing workshops, Call Calibration sessions with the Client

Performing data & trend analysis, and report generation, as per Client requirement

Review and approve the addition of or changes to processes and documentation in their area of accountability to meet the Client requirements

Provide Technical support to engineers on the floor, to resolve user issues

Compliance Check for the major Severity Issues

Defect Analysis for the Tools Usage

As a SME(Subject Matter Expert) provide Technical support to engineers on the floor, to resolve user issues Audit of Incidents/Log for Correct Call Profiling usage

Error Check Reports


Awarded “Impact Business Award” for the year 2015

“Powerful Woman Leader” awarded

Performer for the year 2012 awarded

Received the Maximum Number of Customer Appreciation mails for providing excellent

Customer service in IBM

Awarded as the Consistent Top performer for a trimester and also was a Top Performer

throughout the Analyst phase

The first person to get Client (Bharti Airtel) Commendation in the Company

Was given the responsibility of mentoring the lower performers in the team

Also Awarded the Best Analyst Award for the April – July ‘07 Trimester

Achieved commendable end year ratings all the years in my tenure with McKinsey

Obtained the maximum number of closures for two consecutive trimesters

Academic Credentials and Certifications

2019 Certified ServiceNow Administrator ServiceNow Certification (20364265)

2015 Certified Scrum Master Scrum Alliance (000447310)

2010 ITIL V3 Foundation Certified EXIN

2006 B. TECH (HONS.) N.C.College of Engineering

Electronics & Communication Engineering affiliated to Kurukshetra University (Kurukshetra)

2002 Senior Secondary Examination Ahlcon Public School (Delhi)


2000 Matriculation Ahlcon Public School (Delhi)



Shortlisted for the final round for an IT Manager Position in World Bank (on the roles of

United Nations)

Selected in Encore to transition all processes to India from a recently acquired

company in USA (Asset Acceptance Inc.)

Travelled from India to US thrice to provide ITSM tool trainings

School topper in C.B.S.E in English in the batch 2001-2002

An active member of organizing committee of College

Participated and won Inter School and Inter College Dance Competitions

Participated in regular school activities

Trained Classical Singer

Won many awards in school and college Drawing/Painting competitions

Date of Birth: 01 July 1984 (Vaishali Gupta)

Contact this candidate