Shashirekha Basavaraju
Delivery Partner
Queretaro
Summary
Resourceful Delivery Manager with excellent client oversight, issue resolution, and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies.
Overview
14
14
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Delivery Partner
Tata Consultancy Services Ltd
03.2017 - Current
- Handled delivery for customers from Travel Insurance, Media, Stock Market & other BFSI areas
- Managed the delivery of Application Development & maintanence, Business application support, Infra & tools support , Application command center & service Desk & service management teams across these customers.
- Developed strong relationships with clients through consistent communication and excellent service.
- Streamlined project management processes for increased efficiency in the delivery of high-quality applications.
- Boosted overall application security by proactively addressing potential vulnerabilities and implementing robust risk mitigation strategies.
- Led cross-functional teams to successfully deliver complex projects within set deadlines and budget constraints.
- Oversaw budgeting activities, aligning resource allocation with prioritized projects to maximize return on investment.
- Championed the adoption of data-driven decision-making processes, ensuring that development efforts were closely aligned with end-user requirements and business objectives.
- Got the team Conduct thorough code reviews for improved application performance and adherence to coding standards.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Championed the adoption of IT service management best practices to drive process improvements and increase overall Service Desk effectiveness.
- Evaluated the effectiveness of existing SLAs and proposed revisions to better serve the needs of both internal and external stakeholders.
- Reviewed contractual agreements, verifying that all terms were accurately reflected in SLAs.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Collaborated with Product Owners to refine requirements and ensure alignment with business goals.
- Worked with QA team to have detailed test cases developed based on business requirements documents, ensuring accurate coverage of all functionalities under review.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
Operations Manager
Tata Consultancy Services Ltd
01.2014 - 03.2017
- Handled day to day operations ensuring timely delivery of VDI Citrix, Application packaging & deployment, Cyber Security, desktop Security, O365 & Infoblox support services
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Handled performance metrics management and reporting with customer
Transition Manager
Tata Consultancy Services Ltd
02.2013 - 01.2014
- Championed continuous improvement efforts by incorporating feedback from team members and stakeholders into future transition planning and execution strategies.
- Monitored progress of ongoing transitions, identifying potential bottlenecks and implementing solutions to maintain project timelines.
- Conducted post-transition assessments to identify areas for improvement and implement necessary adjustments for future projects.
- Identified potential risks and developed mitigation strategies to ensure smooth transitions with minimal impact on business continuity.
- Maintained detailed documentation of all transition-related activities for future reference and knowledge transfer purposes.
- Developed training materials tailored specifically towards each department''s unique needs which helped in streamlining the learning curve as they adapted to new systems.
- Provided regular status updates to senior leadership, highlighting progress, challenges, and key accomplishments during the transition period.
- Managed internal and external client-facing relationships through transitional periods.
Service Management Specialist
Tata Consultancy Services
09.2010 - 02.2013
- Implemented a robust incident management system, effectively reducing downtime and minimizing business disruption.
- Implemented change management methodologies to minimize disruptions during critical system updates or organizational shifts in strategy direction.
- Served as a subject matter expert during internal meetings and external conferences alike, sharing best practices with industry peers.
- Created detailed documentation for all service management procedures, ensuring consistency in operations and ease of reference for staff members.
- Established metrics-driven monitoring systems that enabled data-driven decision-making processes within the organization.
- Collaborated with cross-functional teams to ensure seamless integration of service management processes across departments.
- Played a key role in post-implementation reviews, identifying areas for improvement and ensuring lessons learned were applied to future projects.
- Led root cause analysis investigations into recurring problems, resulting in long-term solutions that reduced future incidents significantly.
- Managed a diverse team of professionals, providing mentoring opportunities that fostered career growth for individual employees while improving overall team performance levels.
- Developed process improvements to enhance overall delivery of service.
- Generated reports to track performance and analyze trends.
Education
Master of Science - Software Design Engineering
Sikkim Manipal University
IndiaBachelor of Engineering - Computer science
SJB Institute of Technology
06.2010
Skills
- Service Level Management
- Excellent Communication
- Decision-Making
- Client Relationship Management
- Risk Assessment Analysis
- Project Planning
- Team Leadership
- ITIL Framework
- Agile project management
- Service management(IM,PM,CM,KM, etc)
- Training and mentoring
- Scrum Management
Certification
ITIL V3 Foundation
Timeline
Delivery Partner
Tata Consultancy Services Ltd
03.2017 - Current
Operations Manager
Tata Consultancy Services Ltd
01.2014 - 03.2017
Transition Manager
Tata Consultancy Services Ltd
02.2013 - 01.2014
Service Management Specialist
Tata Consultancy Services
09.2010 - 02.2013
Master of Science - Software Design Engineering
Sikkim Manipal University
Bachelor of Engineering - Computer science
SJB Institute of Technology
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