Megha Raut

Payroll: Outworks India, Pvt. Ltd.

PMO Analyst

Client: Vodafone Idea

• Supported project and program managers in end-to-end planning, execution, and delivery of cross-functional projects across multiple departments and business units.
• Monitored onboarding and offboarding activities, including full access management for project resources.
• Developed and maintained staffing plans to track project requirements, dependencies, and timelines.
• Coordinated project governance activities, ensuring timely reporting and escalation of risks and issues.
• Monitored onboarding and offboarding by coordinating with managers and practitioners, while updating and maintaining resource data in the on/offboarding tool.
• Assisted project teams in the timely identification, management, and resolution of action items, risks, and issues.
• Managed vendor PO extensions by securing business justifications and approvals from the IBM Global team.
• Maintained resource clocking reports, ensured accurate time entries, and updated project documents in a shared Box repository for team access.
• Coordinated with project teams, vendors, customers, HR, and remote staff to gather critical inputs and updates.
• Collaborated with developers, VAPT consultants, and application support teams to ensure full compliance with client policies, standards, and regulations.
• Conducted project reviews and audits, including project assessment, PPQA, ISO, PCI DSS, and ICFR audits.
• Collaborated with IT service management and cross-functional teams to optimize incident and change management, standardize SLA reporting, and track metrics to ensure compliance with contractual requirements and service excellence.
• Managed stakeholder expectations through regular presentations, status reports, and issue resolution discussions during the course of projects.
• Ensured timely completion of projects by monitoring progress, identifying roadblocks, and developing contingency plans.
• Developed comprehensive project plans with clearly defined goals, timelines, and resource requirements.
• Enhanced project efficiency by implementing PMO processes and best practices.
• Enhanced overall team productivity by establishing clear expectations, setting priorities, and offering guidance as needed for task completion.
• Monitored project progress, identified risks and took corrective action as needed.
• Documented and optimized procedures for UID creation, workflow management, and ACL configuration, reducing provisioning turnaround times and improving compliance tracking

Payroll: Softenger India, Pvt. Ltd.

• Designed, implemented, and maintained the Problem and Change Management processes, including all supporting documentation, and continual updates.
• Managed critical and major incidents, facilitated Root Cause Analysis (RCA) discussions with customers, and tracked the closure of problem tickets (CAPA) within SLA timelines.
• Investigated and resolved incidents using the Known Error Database (KEDB), ensuring that knowledge bases remained accurate and fully utilized.
• Analyzed and approved Requests for Change (RFCs), hosted ECAB calls for emergency changes during severity incidents, and oversaw the timely implementation of emergency RFCs with documented minutes.
• Produced management reports and maintained KPIs, SLAs, and monthly MIS data for incident, problem, and change management.
• Chaired weekly review meetings with clients, provided regular incident and change notifications to senior management, and reviewed IT and non-IT performance issues to ensure smooth operations.
• Drove automation and service resiliency projects, and conducted audits to support continual service improvement.
• Oversaw onboarding and offboarding of resources—including access management—and facilitated Performance Review Board sessions to address performance bottlenecks.
• Delivered training sessions to stakeholders on end-to-end incident, problem, and change management practices.
• Improved problem resolution times by implementing efficient tracking and monitoring systems.

• First-level support via email and phone for EXL Pune VPs and AVPs for system and application-related issues.
• Handled major severity (S1 and S2) and major incidents of EXL processes, which include discussions with the onshore client team (US and UK), and escalations as per issues to system administrators, WAN administrators, and voice administrators.
• Guided the team in analyzing pending tickets and assigning them to appropriate resolution buckets for timely closure.
• Directed and mentored the team in maintaining activity logs and severity-wise incident trackers for EXL operations.
• Resolving problems quickly and cooperatively within the SLA/Benchmark time.
• Governance and validation of the MIS report prepared for senior management.