Shefali Solanki

15+ years IT experience working in telecom (in BSS/OSS), banking and insurance domains. 5+ years as a PO/SO with solid background in the areas of Product Excellence, analysis, solution design, delivery, operations, and project management using Agile Methodologies. Project delivered using both Kanban and Agile approach. Currently working with Infosys NZ as Lead Consultant PO/SO Operations: Leading a Cross Function team (BA, Developers, testers, and architect), identifying the process changes (both systems and business), and find ways to enhance customer experience journeys. End-to End application life cycle support from CRM to Billing and APIs. Create, Prioritize and refinement of backlog. Leadership: QBR Planning (creating epics and initiatives), managing revenue, recruitment, and HR functions for my squad. Managing CAPEX/OPEX requirements and the financial impact (revenue generation/loss). Resource planning and workload balancing. Project Management: Worked with various Product Tribes/Squads, team leaders and other Devops teams in providing end to end (E2E) application support and maintenance in many transformation projects. Defining Statement of work (SoW), Detailed Project Planning, including writing business requirements, defining scope, budget, resources, and time. Monitoring the progress, risk analysis, documenting the risks and reporting to stakeholders. Managed Projects from as low as $50k to $1.0M Release Management/Support - Release Planning, Backlog prioritization, and Monitoring Testing. Working as/with Release Coordinators, Delivery Aggregators, Deployment Planning, and other Service Operations teams. Service Delivery/Production Support - Also, work closely with the vendor/stakeholders to plan for effective remediation, manage sprints, implement process improvement, and perform production product support post any sprint. Part of Sprint reviews and retros SPLUNK, Service Now, BMC Remedy and Azure DevOps. Knowledge of SQL, Order manager and Oracle CRM. Jira and confluence SoapUI and Ready API Professional Qualification Certified Agile Scrum Master Prince 2 Foundation and Practitioner ITIL Certified

Resourceful Project Manager with 5+ years of expertise in organizing business operations, financial oversight and resource management to achieve smooth flow and project operations. Leads procurement of resources including equipment and supplies. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems and providing targeted solutions. Knowledgeable in accounting principles, bookkeeping, budget and financial management.

• ITSM Lead Consultant - As an ITSM Lead, create/drive process improvements, define RASCI, Change, Incident, Risk and Process management across all delivery of projects and change initiatives to manage the impact and implementation to achieve the desired business outcomes
• Strong problem-solving skills to identify and monitor the problems end to end
• Stakeholder and Vendor Management Experience – Managing capex/Opex cost across all Infosys clients along with managing internal stakeholders
• Reporting, SLA monitoring and KPI targets
• Lead and guide the offshore vendor’s team to follow the correct service/business processes for excellence
• Analysing the ways of business processes change/ improvement to reduce the total cost of doing business with suppliers/vendors
• Additional responsibilities undertaken -
• Assist in monitoring (using Splunk and in-house dashboards) and troubleshooting systems and applications
• Tracking process improvements/impacts and provide inputs about the new products, technology, and ongoing progress/performance
• Triage/Systems and Applications: As I have always believed in getting hands on experience by doing the doing, identify the broken Order journeys/workflow issues within the stack and their root cause
• Quantify the issue, provide solution/workaround
• Reducing significant OPEX
• Successfully completed 2 days program at The NZ Women and Leadership Symposium, to further develop leadership skills
• Key Achievements
• Successfully implemented the Project to Launch Upgrade to Siebel IP17 and IP19 – Scoping, resourcing, budgeting, and Delivery/operations
• Product Excellence - Introduced the 6 months free Internet or Free TV promotion for the new customers joining Spark Internet
• Spotify Migration and Resigning the contract and Online/Digital Promotions using the Spotify App
• 50% reduction in stuck orders as part of Operations, preventing revenue leakage of more than $300K as Mobile, Fibre and Fixed wireless Car Wash Implementation Lead, Analysing the overall (E2E) technical and processes functionality within the business for customer experience journeys at various levels including – Buy Journeys, billing, bulk order processing, etc
• Planning, budgeting, and Implementation of the Online Netflix Promo through Web Apps for Broadband customers
• Successfully Implemented the Spark Thanks program through Mobile App/Digital channel as part of Operations to facilitate the loyalty program for the customers
• Recognised Customer Solutions Champion twice, for finding cost effective solutions that are easy to deliver
• Projects Undertaken
• Siebel IP 19
• Siebel IP 17
• Spotify Migration
• Yahoo Migration
• Post-paid Mobile service transition
• Fibre Release
• Various promotional Product launches

Certified Scrum Master