Nagaraja H M

Software Process and Quality Excellence Professional

(CSQA, CSM, SEPG, Agile, Design Thinking, Lean)

Professional Summary Specialties

• Software Quality Assurance Leader, proficient in the areas of Process • ISO, CMMI, MBNQA, AS9100
Definition, Process Implementation, Customer Satisfaction Management • Design Thinker
(CSAT), Metrics Analysis and Quality Audits • Certified Scrum Master (CSM)
• Proficient in providing Quality Assurance support for a business unit with • Agile Coach
various SDLC models (Development, Maintenance, Support, Package • SAFe Practioner
Implementation, Migration, Testing, Salesforce Implementation, Cloud
Migration etc.) and Agile/Waterfall execution approaches • Software Quality Analyst (CSQA)
• SEI-CMM training from KPMG
• Practical experience in defining and implementing various quality models
such as CMMI, ISO 9001, AS 9100, BS7799/ISO 27001, MBNQA • DevOps foundation from Taub
Solutions
• Experience in establishing Organization QMS, Management Information
• Certified Internal Quality Auditor (IQA),
System (MIS), Risk Management, Knowledge Management, Project
Management ecosystem • Project Management certified (PMP)
• Driven Metrics program to define metrics and establish baselines • Lean & Six Sigma certified (By Infosys),
• Certified Trainer on Process & Quality
• Driven initiatives to improve Quality, Productivity and achieve delivery
excellence through PDCA, Kaizen, Lean, Six Sigma, TQM • Awards such as MVP, Best Strategic
Partner (3), Stellar Team
• Passionate about Automation, Mentoring, Coaching • Advanced skills in Excel Macro, VBA
• Trained professionals on Process and Quality concepts, QMS, Quantitative • Self-motivated, disciplined & dedicated
Project Management, Agile, SAFe,

Experience Personal Information

Head- SEPG, PPQA (General Manager)
Jun 2014 - Till Date
SLK Software Pvt. Ltd., Bengaluru, India +91-9740595672
Cluster Quality Head (Program Manager) hmnags@gmail.com
Oct 2012 - Jun 2014
ITC Infotech India Ltd., Bangalore, India https://www.linkedin.com/in/nagaraja-
Account Quality Manager h-m-10513b5/
Jun 2003 - Oct 2012
Infosys Limited. Mysore, India G4, Inland Everglades Apartment,
Software Engineer - QA
Jul 2000 - May 2003 Dasarahalli Main Road,
SLK Software Services Pvt. Ltd., Bengaluru, India
Bachelor of Engineering (BE)-Mechanical Hebbal Dasarahalli,
1990-1999 Bengaluru-560024
The National Institute of Engineering, Mysore University, India
Pre-University - PCMB
1993-1995
Sri Ramakrishna Vidyashala, Mysuru, India

Improvement Initiatives
• Improving First Time Pass Rate of RFC
✓ Problem: Higher number of holds & iteration for RFCs during customer review
✓ Approach: Develop Measurement system, Visual Management, Root cause analysis, Collaboration with customers, Training
• SLA improvement in Service Management
✓ Problem: Inconsistent performance in Response and Resolution Time for support incidents
✓ Approach: VSM (To identify VA/NVA), Identification Waste, Setting up Measurement system, Service Category definition, Poka Yoke(SOP),
Right the First Time (SOP/ Training/ KEDB), Empowerment, Why-Why Analysis, SPC Chart, Sustenance plan
• Improvement in Quality & Cycle Time in Development
✓ Problem: High # of changes & defects in System Testing impacting cycle time and quality
✓ Approach: VSM (To identify VA/NVA, Identification Waste, Poka Yoke(Code Quality), Right the First Time (Quality at Source), Shift Lef t
(Strengthening upstream activities, Involvement of business users), Why-Why Analysis, Control plan
• Sprint Velocity improvement in Agile Development
✓ Problem: High requirement volatility resulting incomplete sprints and huge rework
✓ Approach: VSM (To identify VA/NVA), Identification Waste, Shift Left (Requirement Checklist/framework), Enhanced collaboration with PO to
groom PBI, Right the First Time (Code Quality), Why-Why Analysis, Empowerment, Defect prediction and visual management
• Enhancing customer confidence on Product upgrade capability
✓ Problem: First time experience in product upgrade, having to build customer confidence
✓ Approach: FMEA, Process Map, Brainstorming, Experts, Upgrade checklist and guideline
• Improving productivity of Test Automation
✓ Problem: Low Test Automation productivity resulting in missed milestones
✓ Approach: Time & Motion study, Optimization of Manual Regression Test Cases, Brainstorming, Visual Management of Automation
coverage, Test Productivity

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 +91-9740595672
Nagaraja H M hmnags@gmail.com
(CSQA, CSM, SEPG, Agile, Design Thinking, Lean)

Roles & Responsibilities

SQA/PPQA (Process & Product Quality Assurance) responsibilities for a business vertical:
✓ Created various frameworks to assess projects health and provide early warning indicators to the management and support
the management in preventing surprise customer escalations and reducing the risks
✓ Regular review with Leadership team on the Health and performance of the projects/ business units on various parameters
✓ Driven an initiative to improve the First Time Right in the deliverables and collaborated with customer IT team
✓ Customer management through presentations/interactions, Analyzing and driving actions for customer satisfaction survey
(CSAT) results, addressing customer complaints and participation in customer reviews/ audits
✓ Performing Time & Motion study for automation using a testing tool
✓ Defined quality scorecards for the business units and tracked performance periodically
✓ Performed gating reviews at Opportunity stage, project key stages and identified risks and provided inputs to define right
Q&P, SLA commitments in RFP, Proposal and Contracts
✓ Performed Compliance Checks, Internal Audits, project reviews to assess the risks and maturity
✓ Ensured successful Internal/ External ISO 9001/AS 9100 certifications and CMMI L5 assessments of the unit
✓ Supported projects throughout their life cycle in terms of process selection, tailoring, Shift Left mindset, progress monitoring,
compliance reviews, milestone reviews, metric analysis, stage gate reviews and closure meeting
SEPG/ PEG (Process Engineer Group) responsibilities:
✓ Leading Process Definition, Customer Satisfaction (CSAT) program, Metrics Analysis, Internal Audit, Process Training
for the Organization
✓ Core member to define new Management Information System with complex business rules for data representation
✓ Driving conceptualization and deployment of a new project management tool for the organization
✓ Program managing Project CSAT, Engagement CSAT framework definition, deployment and action plan, tool development
✓ Created PCB for Development, Maintenance and Testing and performance baselines for Oracle Implementation processes
✓ Driven CMMI L3-L5 Assessment/ Re-assessment & ISO 9001/ AS9100 Certification/ re-certification audits
✓ Driven process definition of PLM Implementation, Upgrade processes, system configuration and improvement activities
✓ Trained the organization, team on, Process & Quality, CMMI L5 Process Areas, QMS and conducted awareness through E-
mail series, FAR orientation, posters etc.
✓ Created Knowledge Management framework through SharePoint, Wiki; sharing through KYQ, Learning Series, Stories, Email
Series
Additionally,
✓ Represented Quality in Executive Council for Infosys Mysore Development center
✓ Defined Job descriptions, and competency framework for the function as part of Org transformation initiative at SLK
✓ Defining Goals/Objectives/Scorecard for the quality function and coordinating All Hands Meet for the functions at SLK
✓ Mentoring the entire group on Process & Quality ,Freshers/ lateral induction on quality and regular training on process & tools
✓ Coordinated Quality, process, tools training and Internal Audits & external CMMI Assessments/ ISO/ AS 9100 audits
✓ Anchored Quality festival (Quality Quiz, Knowledge sharing, Case study presentation etc.) at Infosys
✓ Memento & appreciation for contribution in terms of Training Thai Students (Under Thai Government Sponsorship),
Consulting on “Foundation Program ( Training) effectiveness initiatives” run by Global Education Center of Infosys

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 +91-9740595672
Nagaraja H M hmnags@gmail.com
(CSQA, CSM, SEPG, Agile, Design Thinking, Lean)

Organization: SLK Software Pvt. Ltd. Bengaluru, India.

Role / Designation: General Manager (SEPG (PEG)/ SQA (PPQA) Head) (Jun-2014 to till date)
As a PEG Head, responsible of upkeep of QMS (Quality Management System), Program Manage CSAT, Internal Audit, Organization
Tools & Training. The key responsibilities are
✓ Define new process models (Cloud Migration, Salesforce Implementation, Robotic Process Automation), refine existing
processes through QMSCR process
✓ Design and deploy Project Management tool across the organization
✓ Program manage Project CSAT, Engagement CSAT surveys from initiation, analysis and action planning
✓ Establish Metrics measurement mechanism and establish performance baseline
✓ Program manage Internal Audits and take up external audits
✓ Define collaterals for new models such as Agile ITSM, Product Centric Delivery, Cloud Migration
✓ Drive Secure SDLC awareness and implementation
✓ Define Job, Competency framework, Function Scorecard, and conduct team building & All Hands Meet (AHM)
As a PPQA head for a business unit, responsible for implementing QMS, identifying risks and improving customer satisfaction through
quality delivery. The key responsibilities are
✓ Define quality scorecard for the units and measure & track the performance of vertical monthly with Unit heads
✓ Conduct weekly project health reviews and discuss on Red/Amber projects with leadership get necessary intervention
✓ Support proposal preparation, RFP response, Quality presentation to prospects
✓ Conduct CSAT Analysis and ensured identification and implementation of action plans to closure
✓ Ensure monthly Process Compliance checks and gating reviews/ pre-release checks to ensure quality delivery
✓ Ensure deployment of project management tools PMP for projects in the unit
✓ Conducted Process Training: Planning, Monitoring and Control, Risk Management, Causal Analysis, Agile, SAFe, ISO
9001, CMMI V 1.3, Information Security Awareness, S-SDLC, SPC and Defect Prevention
✓ CMMI Dev V 1.3 - L5 orientation to the Organization, part of core team to get CMMI L3 assessment for the organization
✓ Ensured successful completion of ISO 27001 external certification for the function
Organization: ITC Infotech India Ltd. Bengaluru, India.
Role / Designation: Cluster Quality Head (Program Manager) (Oct-2012 to Jun-2014)
As a Cluster Quality Head was responsible for implementation of QMS in two cluster units of PLM (Product Life Cycle Management)
and Engineering Services. The key responsibilities were,
✓ Define quality scorecard for the units and measure & track the performance of PLM & ES monthly with Unit heads
✓ Conduct weekly project status reviews and discuss on Red/Amber projects with leadership get necessary intervention
✓ Support proposal preparation, RFP response, Quality presentation to prospects
✓ Conduct CSAT Analysis and ensured identification and implementation of action plans to closure
✓ Ensure monthly Process Compliance checks and contract reviews to ensure contractual compliance
✓ Ensure deployment of project management tools primavera for projects in the unit
✓ Conducted CMMI Dev V 1.3 - L5 orientation, part of core team to get CMMI L3 assessment for the organization
✓ Conduct PIID, Gap Analysis, FAR orientation to the team and ensured closure of gaps
✓ Ensure successful completion of ISO 9001 external certification for the unit
✓ Conduct Process trainings and mentoring the team
Organization: Infosys Limited. Mysore, India.
Role / Designation:
▪ Account Quality Manager – Quality (Oct 2010 to Oct 2012)
▪ Quality Assurance Manager – Quality (Oct 2009 to Sep 2010)
▪ Program Manager – Quality (Apr 2008 to Sep 2009)
▪ Process Consultant (Jun 2003 to Mar 2008)

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 +91-9740595672
Nagaraja H M hmnags@gmail.com
(CSQA, CSM, SEPG, Agile, Design Thinking, Lean)

As a Practice Quality Manager for two practices, PLM (Product Life Cycle Management) and PD Aero/ Auto (Product Development)
responsible for Implementation of Q & P plan with an objective to improve Quality, Productivity, reduce risk and improve client
satisfaction. The key responsibilities were,
✓ Define, refine, tailor process to meet account specific Q&P objectives
✓ Involved in the projects’ opportunity stage by evaluating the opportunity for risks in terms of contractual obligations, Q&P
or SLA commitments and
✓ Provided inputs to Proposal in defining Q&P/SLA targets, Quality Plan
✓ Account level risk management – identification of account level risks & helping creation of risk response, containment plan
✓ Came up with Risk Identification mechanism to classify projects as High/Medium/Low risk projects.
✓ Deployed unit Quality scorecards for the associated units in alignment with business goals for a FY
✓ Had monthly reporting and review with Delivery Managers and Unit Head of the unit on scorecard progress
✓ Improving client experience for the accounts, through client interaction, presentation, feedback analysis (CSAT/
Engagement feedback) and identifying areas for improvements in partnership with delivery
✓ Driven PLM Implementation, Upgrade process definition, system configuration along with Engineering Process group
✓ Coordinated successful Internal/ External ISO 9001/ AS 9100/ CMMI Certification
✓ Driven improvement projects using lean concepts to reduce cycle time, effort and turnaround time in various projects which
resulted in savings >500 KUSD, 20 to 30% improvement productivity
✓ Driven an initiative Process Tip of the Day to improve the quality awareness on IPM+, BrITe, CMMI through daily mailers
✓ Provided process deployment consultancy to all the projects in PLM unit (more than 25+ projects).
✓ Identifying process, templates, tailoring for projects and orienting team on processes, CM, DP, KM, tools
✓ Reviewing of Project Management Plan, Schedule, CM Plan, KM Plan, DP Plan
✓ Assisted and reviewed Milestone Analysis, Metric Analysis, Closure Analysis of projects
✓ Performed Process Compliance checks and internal audits and projects’ assessment on CMMI
✓ Assistance in Defect Prevention activities Client Feedback Analysis, closure of NCRs from internal audits
✓ Reporting to the delivery management on a regular basis
✓ Managing and mentoring a team of people who are associated with PLM and PD
Organization: SLK Software Pvt. Ltd. Bangalore, India
Role / Designation: Software Engineer – QA (Jul 2000 to May 2003)
As a Project QA, involved in Development and quality assurance activities right from the start.
✓ Prepared project schedule using Microsoft Project Plan & tracked status and reported using Status Report
✓ Prepared & reviewed use cases based on customer requirements
✓ Prepared & reviewed various test plans (Unit Test Plan, System Test Plan and Acceptance Test plan)
✓ Prepared Traceability Matrix
✓ Performed code reviews, internal Acceptance Testing before delivery to clients for final acceptance
✓ Played SCM Engineer role and managed Configurations using VSS
✓ Performed Defect Analysis, Defect causal analysis
As part of the SQA group,
✓ Defined Testing process, Configuration Management process
✓ Shared best practices, challenges faced & resolutions in the QA forum

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