SIMRAN KAUR

• Developed and maintained product roadmap aligning with business needs.
• Owned and prioritized product backlog.
• Led Agile Scrum DevOps team for ServiceNow, overseeing enhancements, customizations, UI/UX, and operational support.
• Served as Scrum master and people manager, facilitating agile methodologies in translating business requirements into actionable User Stories.
• Managed forecasting for ServiceNow licenses, product upgrades, and business case preparation.
• Mentored DevOps team members in Agile ways of working.

Key Achievements

• Led seamless Quebec to San Diego upgrade, minimizing downtime and overseeing end-to-end communication.
• Addressed potential issues arising from Microsoft's Basic Authentication deprecation, coordinating with multiple teams to implement OAuth 2.0 without impacting ServiceNow service.
• Spearheaded UI/UX improvement initiative, conducting interviews with diverse focus group and collaborating with designers to enhance DKSH's ServiceNow Portal page.

Key Achievements:

• Successfully launched new services (MS Teams, OneDrive for Business, PingID, Cisco Smart Rooms, Windows10, Skype for Business, Workplace) in APAC markets with high-quality standards.
• Implemented streamlined processes and security enhancements for Site Operations APAC.
• Led Global ServiceNow platform transformation for 25,000+ users in APAC during pandemic.
• Accelerated MS Teams adoption in APAC during the early days of Covid crisis through upskilling, promotion, and early adopter programs.
• Played key role in problem-solving activities as SME for Collaboration technologies in APAC region.
• Established framework for Tech Events, driving user engagement and product adoption in the region.
• Conducted technical and user adoption training for both technical teams and end users.

Key Achievements

• Introduced new service line called Live Captioning to support GSK's Diversity and Inclusion agenda. Collaborated with GSK's Disability Confidence Network members to understand virtual meeting accessibility needs, resulting in launch of service in Q1 2018.
• Played lead role in hypercare phase for GSK's new Asia headquarters in Singapore by providing technical expertise to resolve meeting room and virtual meeting issues.
• Externalized a SharePoint site for 3rd party access and provided user adoption training to 3rd party users to ensure successful delivery.
• Promoted in 2014 for excellent work delivery and leadership.

• Regional escalation point for products such as Live Meeting, Messaging, SharePoint, Lync, VTC, and Yammer.
• Achieved significant service improvements in Video Teleconferencing.
• Communication lead in global GSK Tech community, organizing process improvement and service forums for Business Unit users and Tech Business Partners.

• As 3rd level support to help GSK transition from On Prem SharePoint hosted services to 0365 cloud-hosted SharePoint service.
• Provided global technical support for SharePoint 2010, managing incidents, problems, and release activities.
• Took lead in transferring knowledge to Helpdesk agents globally, including design and creation of a Knowledge Base for both Helpdesk staff and end users for the newly implemented cloud-hosted SharePoint service.

• Held the roles of Global Service Owner, Recovery Manager, Level 3 Engineer, and Team Lead for SharePoint services.
• Established and managed a new team for 24x7 global support based in Cyberjaya office.
• Developed a governing framework for global customization requests.
• Led internal and customer implementation/migration projects, offering consultancy, conducting gap analysis, and feasibility studies.
• Effectively managed escalations and major incidents with 24/7 coverage, ensuring minimal downtime.