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Vinay Kumar
Looking for a jobSenior Project Manager and Scrum Master
I lead agile digital transformation and customer operations teams to improve SLAs, KPIs, and delivery.
IndiaSenior Project Manager and Scrum Master at Ithaca Technologies Pvt Ltd
About
I've led customer service and digital transformation delivery at Ithaca Technologies, improving SLA adherence through streamlined escalation workflows and agile execution across concurrent workstreams.
Across GUS Education and 24x7 Customer, I managed teams of 60+ and 110+ people, reduced new-hire ramp time by 20%, lowered attrition by 15% year over year, and sustained client SLA performance across email, chat, voice, and non-voice support.
I use Scrum, operational metrics, and AI tools including Claude.ai, Custom GPTs, ChatGPT, and Gemini to automate documentation, improve workflows, and turn stakeholder requirements into measurable outcomes.
Experience
Senior Project Manager and Scrum Master
Led end-to-end delivery of customer service and digital transformation projects, facilitating Scrum ceremonies and driving process optimization to improve SLA adherence and reduce average handle time.
JiraConfluenceAgileScrumProject ManagementProcess OptimizationStakeholder Management
Seniot Project Manager
Worked as Seniot Project Manager at Ithaca Technology Limited and Eb1a Experts.
Senior Project Manager