Assistant Manager Operations

Deepthi Rambhatla

Email: *******.***@*****.*** Mobile: +91-836*******

Profile Summary

With over 12 years of experience in IT Operations and Project Management, I excel in implementing Agile methodologies, managing complex projects, and driving continuous improvement. Skilled in leading cross-functional teams and leveraging Scrum frameworks to enhance service delivery and operational efficiency. My expertise includes strategic planning, stakeholder management, and process optimization for major clients across North America. Key Skills

- Project Management & Agile Methodologies

- Scrum Frameworks & Sprint Planning

- Process Improvement & Operational Excellence

- Team Leadership & Cross-functional Collaboration

- ITIL & ITSM Service Management

- Stakeholder Engagement & Requirement Analysis

- Application Support & Technical Troubleshooting

Work Experience

Assistant Operations Manager

Genpact - Hyderabad, India Apr 2023 - Present

- Led project planning and execution for multiple IT infrastructure initiatives, ensuring alignment with business objectives and Agile best practices.

- Collaborated with stakeholders to define project scope, objectives, and deliverables, balancing resource allocation and timelines for optimal project outcomes.

- Facilitated Scrum ceremonies including sprint planning, daily stand-ups, and retrospectives to keep projects on track and continuously improve team performance.

- Established KPIs and SLAs to monitor project progress, ensuring transparency and accountability across project phases.

- Oversaw risk management and issue resolution, employing Agile techniques to mitigate potential delays and maintain project momentum.

- Conducted post-project reviews and implemented feedback loops for continuous improvement in project management processes.

Programming Analyst

CDK Global - Hyderabad, India Oct 2020 - Apr 2023

- Spearheaded complex issue resolution for high-profile clients, enhancing efficiency through Agile-driven process improvements.

- Led programming and customization projects, ensuring error-free results aligned with Agile principles of adaptability and client responsiveness.

- Provided technical troubleshooting and support, prioritizing issues effectively to maximize uptime and service quality.

Quality Analyst

VMedia Inc. Feb 2016 - Oct 2020

- Managed network connectivity issues, incident creation and resolution for escalated technical support issues.

- Enhanced customer satisfaction by providing timely support in alignment with ITIL standards, ensuring adherence to SLAs.

- Trained users on hardware/software usage, handled escalated calls, and provided remote technical support to end-users.

Senior Process Associate

Gifttech Solutions Pvt. Ltd. Mar 2014 - May 2015

- Worked on legal requests and HIPAA compliance for medical records on behalf of patients and attorneys, ensuring adherence to legal standards.

- Supported the Nutra customer support inbound process, resolving customer queries on shipments, billing, and refunds to enhance customer retention.

- Handled high volumes of escalated calls, consistently meeting quality standards and resolving issues to improve customer satisfaction.

Technical Support Engineer

Selectsys India Pvt. Ltd. Nov 2012 - Oct 2013

- Provided technical assistance and remote support for Windows and Mac OS endpoints, including smartphones and tablets.

- Conducted remote installations, upgrades, and repairs, ensuring seamless system functionality for end-users.

- Resolved escalated technical issues, optimized computer performance, and provided troubleshooting for network printers and software applications. Education

- Bachelor of Science (B.Sc) - Sikkim Professional University, India Certifications

- Six Sigma Foundations - LinkedIn

- IT Information Library (Intermediate Level) (ITIL) - AXELOS Global Best Practice

- ITIL V4 Foundations - Completed

- Project Management Professional (PMP) - Pursuing

- Project Management Support Certificate - LearnTube.ai

- AZ-900: Microsoft Azure Fundamentals - Certiport

- Scrum Master Basics - LearnTube s.r.o., SCR20238590X

- Predictive Analytics Essential Training: Data Mining - Approved by IIBA, LinkedIn

- Generative AI - LinkedIn

- POWER BI - LinkedIn

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