Nitish Saxena
Wroclaw
Summary
Dedicated and pragmatic Operations Leader pivoting into an Agile Scrum Master role, bringing 7+ years of experience in team leadership, process optimization, and conflict resolution. Highly skilled in using a data-driven approach to enhance team performance (KPI/SLA management), identify process impediments, and foster a culture of continuous improvement, aligning directly with the Vonage Agile transformation mandate. Proficient in JIRA and experienced in coaching cross-functional teams, preparing me to support teams in adopting Scrum, Kanban, and SAFe practices with enthusiasm and resilience. Seeking to leverage proven coaching and communication skills to drive an effective Agile culture.
Overview
10
10
years of professional experience
Work History
Scrum Master
Tech Mahindra Pvt. Ltd.
08.2019 - Current
- Facilitated Agile ceremonies, including daily stand-ups, sprint planning, and retrospectives.
- Utilized a data-driven approach to performance management (KPI/SLA/TAT) and productivity analysis, resulting in enhanced team productivity and efficiency.
- Implemented metrics-driven approaches to track team performance and project progress.
- Resolved conflicts within teams by promoting open dialogue and constructive feedback.
- Led, trained, and mentored a large, high-performing team, closely mirroring the Scrum Master function of driving strong internal culture and accountability.
- Fostered effective communication and positive relations among team members and management, ensuring alignment with organizational goals and priorities.
Operations Team Lead
Airbnb Pvt. Ltd.
11.2017 - 11.2018
- Led operations team to enhance service efficiency and streamline processes.
- Developed training programs to mentor new staff and improve performance standards.
- Implemented quality control measures to ensure compliance with operational guidelines.
- Coordinated cross-functional initiatives to optimize resource allocation and support business objectives.
- Analyzed workflow data to identify bottlenecks and drive process improvements.
- Facilitated regular team meetings to align goals and foster a collaborative work environment.
Senior Technical Support Specialist
Concentrix Daksh Pvt. Ltd.
05.2015 - 11.2016
- Led resolution of complex technical issues, enhancing customer satisfaction and retention.
- Mentored junior support staff, fostering knowledge sharing and skill development.
- Streamlined troubleshooting processes, reducing time to resolution for technical inquiries.
- Collaborated with cross-functional teams to improve product functionality based on user feedback.
- Analyzed support metrics to identify trends and implement proactive measures for common issues.
Education
Bachelor of Commerce - Business Accountancy
University of Delhi
India08-2012
Skills
- Agile sprint planning
- Project management
- Agile coaching (Scrum, Kanban)
- Expertise in Tools like JIRA (Agile/Ticket Management), Agile, SQL, Confluence, Optix & Avaya
- KPI & SLA Management
- Data-Driven Performance Monitoring
- Proficient in MS Office applications
- Stakeholder Communication
- Documentation & Reporting
- SQL, VoIP Troubleshooting
- Facilitating team development
Timeline
Scrum Master
Tech Mahindra Pvt. Ltd.
08.2019 - Current
Operations Team Lead
Airbnb Pvt. Ltd.
11.2017 - 11.2018
Senior Technical Support Specialist
Concentrix Daksh Pvt. Ltd.
05.2015 - 11.2016
Bachelor of Commerce - Business Accountancy
University of Delhi