Harsha Hassan Shivashankar

About Harsha Hassan Shivashankar

Seeking a senior role where I can leverage my expertise in driving quality assurance…

Experience

1. Senior Consultant

   Infosys

   Mar 2024 — Present · Bengaluru, IN

   Overseeing day-to-day quality aspects, driving continual improvement and process adherence across Cyber Security operations. Ensured the delivery of high-quality services in line with agreed metrics.• Strategic Operations & Quality Management: Developed and implemented a robust operations and quality management strategy, aligning with long-term business objectives and ensuring sustained operational excellence.• Data-Driven Insights & Recommendations: Collected, synthesized, analyzed, and visualized data to derive actionable insights. Formulated recommendations that enhanced operational efficiency and drove continuous improvement.• Enhancing Key Performance Indicators (KPIs): Led initiatives to evolve the Quality Assurance system, improving the identification and measurement of improvement opportunities in team performance and service delivery.• Business Review Presentations: Prepared and delivered insightful Business Review presentations (Weekly, Monthly, Quarterly) to customers and management. Provided strategic recommendations and actionable items to address trends and optimize performance.• Comprehensive Process Reviews: Conducted in-depth process reviews to assess delivery capabilities, identify risks, ensure financial and contractual compliance, and close process gaps to enhance service delivery.• Service Delivery Oversight: Provided clear guidance and established requirements for service delivery teams. Ensured the effective implementation and execution of activities, programs, and processes, driving success across all operational areas.• Operational Excellence Initiatives: Spearheaded initiatives aimed at achieving operational excellence, leading improvements across all project aspects, and fostering a culture of continuous enhancement.• Guidance & Mentorship• Root Cause Analysis & Cross-Functional Collaboration• Project Planning & Execution

Education

• Birla Institute of Technology and Science, Pilani

  Master’s Degree

  2008 — 2012

• University of Mysore

  Bachelor's degree

  2005 — 2008

Skills

• Desktop Support Management
• Microsoft Office
• Hummingbird
• Infrastructure Management
• Incident Management
• Service Operations
• Sql
• Linux
• Itil V3 Foundations Certified
• Operations Management
• Itil Process
• Process Management
• End User Training
• Winscp
• Oracle
• Peoplesoft
• Change Management
• Lotus Notes
• Help Desk Support
• IT Service Delivery
• Capacity Management