Sharanpal Ohri

Sr. Scrum Master | Sr. Analyst @ Accenture

About

Results-driven Senior Scrum Master and Agile Project Manager with 10+ years of experience leading digital transformation and product development across IT and telecom domains. Proven success in delivering complex, multi-stream projects, including customer-facing platforms, virtual assistants, and AI-driven service tools. With 6+ years of experience in Agile leadership roles, I specialize in driving Gen AI and NLP-based solutions, leading high-performing teams, and aligning product delivery with strategic business goals. Adept at managing end-to-end lifecycles, optimizing delivery pipelines, and enhancing customer and agent experiences with scalable, cloud-based technologies. I thrive in fast-paced environments, collaborating across cross-functional teams, and delivering measurable outcomes through data-backed decision-making and continuous improvement practices. 🔧 Expertise: Agile Methodologies (Scrum, SAFe) | Gen AI & Conversational AI | Project Management | Stakeholder Engagement | Telecom Solutions | Team Enablement | KPIs (CSAT, FCR, SLA) | Jira | Azure DevOps | NLP | Cloud Technologies (AWS, Azure)

Country

India

City

Delhi

Industry

Information Technology & Services

Skill

Hotel Asset Management, Marketing Strategy, Customer Relationship Management (CRM), Customer Experience Management, Hotel Financing, Customer Satisfaction, Software Troubleshooting, Cloud Storage, Customer Retention, PSM, Scrum master, Agile Methodologies, Agile Project Management, Agile Leadership, Agile Environment, Kanban, Jira, CSM, Servant Leadership, Retrospectives

Experience

Sr. Scrum Master | Sr. Analyst

Accenture

2019-3 - Present · 7 yrs 7 mos

Gurugram, Haryana, India

Spearheaded the Agile delivery of multiple concurrent IT development projects aimed at enhancing digital tools used by end-users, customer service representatives, and backend support staff. Led cross-functional Scrum teams in the development of customer-facing portals, internal knowledge base systems, and Gen AI-powered chatbot assistants to improve self-service capabilities and agent efficiency. Drove implementation of Generative AI, Natural Language Processing (NLP), and Machine Learning (ML) models into digital support platforms, improving resolution times and customer satisfaction. Facilitated Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives across 2-3 projects simultaneously. Collaborated closely with Product Owners, Solution Architects, and QA Leads to refine user stories, manage product backlogs, and ensure the timely delivery of MVPs and incremental releases. Partnered with business stakeholders and end-users to gather feedback, track KPIs, and drive continuous improvement in digital tool performance and user experience. Utilized tools such as Jira, Confluence, Azure DevOps, Miro, and ServiceNow for planning, tracking, and reporting project progress. Supported Agile transformation initiatives and coached junior Scrum Masters and development teams on best practices, agile maturity assessments, and SAFe principles. Orchestrated integration of various tech stacks including Java, Python, REST APIs, Microservices Architecture, and Cloud-based platforms (AWS, Azure) into scalable and modular solutions.

Business Associate

FIS

2017-8 - 2018-6 · 11 mos

Gurugram, Haryana, India

Led an IT support initiative for a UK-based telecom client, addressing technical queries related to device functionality, cloud service integration, and connectivity issues. Collaborated with engineering and support teams to diagnose root causes, implement troubleshooting protocols, and enhance self-service capabilities within digital support tools. Focused on key performance metrics including Customer Satisfaction Rate (CSAT) and First Call Resolution (FCR), resulting in measurable improvements in service quality and operational efficiency.

Assistant Manager

Whispering Valley Resort - India

2014-11 - 2017-7 · 2 yrs 9 mos

New Delhi, Delhi, India

• Assisting the stakeholder deliver and enhance the resort guest experience and customer relation, revenue and budget management, focus on latest hotel marketing techniques.