RAJEEV S

Successfully managed cross-functional programs, including Google Cloud Platform projects, by leveraging Agile and leading program management methodologies to deliver projects on time and within scope. Proficient in crafting and owning program communications for leadership and stakeholders, translating technical concepts into actionable strategies and executive-level presentations. Adept at stakeholder management, fostering collaboration across teams, and ensuring alignment with organizational objectives through clear and proactive communication. Skilled in program planning, establishing milestones, and integrating cross-team efforts to ensure seamless execution of complex technical initiatives. Experienced in challenging engineering timelines and product decisions, driving innovation and excellence to meet high-quality standards. Passionate about mentoring teams, conducting Agile workshops, and fostering a culture of continuous improvement and collaboration to achieve organizational scalability. Expertise in tools like Jira and other project management systems to monitor sprint metrics, enhance team performance, and ensure project delivery excellence.

Facilitated Agile ceremonies, including daily stand-ups, sprint planning, reviews, and retrospectives, ensuring team alignment and adherence to Agile principles. Collaborated with product owners to refine and prioritize backlogs, aligning requirements with strategic business goals and driving high-value delivery. Proactively removed impediments, managed dependencies, and coordinated across teams to maintain smooth project progression and ensure timely delivery. Monitored sprint performance using tools like Jira, analyzing metrics to drive continuous improvement and optimize team efficiency. Conducted Agile training and workshops to promote organizational adoption of Agile practices and foster a culture of self-organization and collaboration. Proficient in utilizing tools such as Jira and other project management platforms to track sprint metrics, improve team efficiency, and drive successful project outcomes.

Directed service desk operations, ensuring SLA compliance and seamless ticket resolution for high-quality customer support. Coordinated with IT teams to manage escalations, troubleshoot issues, and maintain service delivery excellence. Conducted performance audits and identified process improvements to optimize service desk efficiency. Delivered performance insights through detailed reporting, enhancing transparency for internal and client stakeholders. Mentored team members in technical skills and service protocols, fostering a culture of continuous improvement. Planned staffing and shift schedules to ensure consistent service coverage and alignment with client expectations. Acted as a liaison between teams, promoting collaboration and resolving service bottlenecks.

Provided first-line technical support, diagnosing and resolving incidents related to hardware, software, and networks. Managed critical incidents, coordinating resources and delivering timely updates to stakeholders to minimize business impact. Documented resolutions and contributed to knowledge-sharing initiatives, improving operational efficiency. Collaborated with cross-functional teams to implement root cause analysis and preventive measures for recurring issues. Delivered exceptional service by adhering to ITIL and Agile frameworks and ensuring compliance with SLAs.