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Work Background
The IG GroupAdvisory Board Member
May. 2023Cremlingen, Lower Saxony, Germany• Advised on scaling operations, market expansion, and new service offerings across tech, logistics, and food production, driving comprehensive business growth.
• Provided deep knowledge in software development, logistics optimization, kitchen management, customer experience, and digital marketing to address industry-specific challenges effectively.
• Delivered unbiased, external insights to identify blind spots in tech development, operational efficiency, and market positioning, enhancing overall decision-making processes.
• Assisted in identifying, assessing, and mitigating risks related to IT security, food safety, delivery logistics, and regulatory compliance, ensuring smooth and secure operations.
• Leveraged extensive networks in tech, culinary, and logistics sectors to create strategic partnerships, enhance service delivery, and explore new opportunities.
HCL TechnologiesService Delivery Manager
Jul. 2022 - Apr. 2023Gifhorn, Lower Saxony, Germany• Monitor and manage Client Lifecycle Management (CLM) support and VIP support functions to ensure optimal service
• Improving current levels of performance and maintaining a high level of performance for service-related processes for CLM, packaging, license management, printer management and implementing improvement actions wherever required.
• Leading people management, including recruiting, performance appraisal, training and mentoring
• Provide accurate and regular reports to management on service delivery performance
• Work with customer design teams (SCCM, Intune, etc.) to set standards for software, hardware, and security
• Ensure antivirus updates and patches are effectively applied by the team within the timeframe
• Skills in managing physical and virtual teams and experience in using services provided by third parties
• Developed strong relationships with teams (40 members) and stakeholders to enable effective dialogue between departments
InfosysITSM Consultant for VWAG and VWFS Account
Aug. 2018 - Jun. 2022Wolfsburg, Lower Saxony, Germany• Providing support to functional leadership by gathering and analyzing Quality information, programs, and initiatives. Responsible for monitoring and analyzing processes and/or product outputs, identifying system problems and opportunity areas, providing data and direction to the application (s), and work with team members to drive process improvements to work toward zero-defect quality performance • Developing and implementing a quality system (wrt to ISO 9001), ensuring both compliance to high standards and a quality-focused workforce, including the design and management of basic policies, programs, standards, and methodologies for the assurance of quality products. • Been in SPICE assessment for the complete bundle and managed to achieve the capability level 2 for the processes I was responsible for. • Working with senior leaders across the business to implement and embed the company’s assurance model • Directing and coordinating a team for Quality to achieve continuous auditing of the quality levels in different processes (Incident, Change, Problem Management). The continuous quality measure implementation included training, evaluation, discipline, and apt resolution of Tickets in SC2. It also involves enforcing rules, regulations, and policies according to the LBK contract to ensure proper ticket and process quality. Actively acting as a Process Manager for Quality , Knowledge, Configuration Management.
Hexad GmbHScrum Master / Project Manager (via Hexad GmbH)
Oct. 2016 - Jun. 2018Wolfsburg Area, Germany- Directed and lead development team from project initiation through the delivery of final product.
- Facilitate sprint planning, daily scrums, retrospectives, stakeholder meetings, and software demonstrations.
- Protect development team from outside distractions, impediments or team conflicts, and maintain focus on product backlog and project timeline.
- Work closely with project owner in backlog management and continuous delivery of features.
- Managed project scope to ensure delivery was compliant to scope commitment within budget
- Experience in problem identification and problem elimination through the use of risk management and contingency planning. - Educate and reinforce scrum methodology and agile framework to team members and key stakeholders.
Hexad GmbHITSM Consultant (via Hexad GmbH)
Jan. 2015 - Sep. 2016Wolfsburg Area, Germany- Acted as one of the key roles in global roll out for Lync/S4B application.
- Responsible for communicating the progress of the project to the customer with weekly and daily reports.
- Creating of changes in SC 2.0 for ordering of the servers for building the PROD/QS Instance of Lync/S4B. - Creating firewall requests to get the accesses for the servers.
- Responsible for the operative implementation, execution, processual compliance and end-to-end performance of the Incident Management process
- Accountable for monitoring the ticket quality, as well as the Incident Management reporting
- Presiding authority for securing the observance of the service level agreement
- Leading the Incident agents and analysts of the IT service partner
- Guiding the offshore team in India for a smoother transition of Incident management while being the in charge of providing the SAFE access to all the offshore colleagues.
Volkswagen AGResearch Assistant
May. 2012 - Nov. 2013Wolfsburg Area, Germany-Performed Structural Analysis of the department and re-designed the process workflows currently
implemented at Volkswagen to enhance operational efficiency
-Re-designed the check list for betterment of processes like creation of wiring diagrams, fitting
locations and repair manuals (replaced about 50 redundant processes with 5 new processes, that
slashed the response time to 40.0%)
- Provided solutions for problems related to components, assemblies, wiring diagrams, repair
manuals and fitting locations through FMEA and standardized the processes, which led to an
increase in efficiency and improvement in communication time
-Defined and designed KPI's after thorough understanding of the workflow processes in the
department of Volkswagen AG - After Sales Technology - Technical Workshop Information -
Electric Systems
- Performed theoretical Time and effort analysis of existing processes to reduce customer
response time, foster after-sales service efficiencies and in-turn customer satisfaction
-Completed Master thesis after creating new processes and defining KPI’s that helped analyzing
the status of the department
Volkswagen AGResearch Intern
Apr. 2011 - Apr. 2012Wolfsburg Area, Germany- Performed market research and analyses to select the most optimal KPI calculation technique -
implemented Process Based Management System (PBMS) and then replaced with Failure Modes
and Effects Analysis (FMEA)
- Successfully implemented FMEA, aimed at re-defining workflow processes and analyzed the KPI
metrics for the Global After Sales Technology department - Finding technical failures with Automotive data in the pre live stage of the website portal MSQP (My Service Quality Portal) and My Active Feedback System and suggesting for improvement for better usage in the department of After Sales and Services - (VST 2/2)
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