Quality Management, Information Security Management, Process Management, Process Excellence, Delivery Excellence, Risk Assurance, Project Management, ISO 9001, CMMI, ISO 20000, Six Sigma, ISO 27001, PCI-DSS

1. KUMUD MISHRA
Tel.: (Mobile) 0-9830742793 ; Email: kumud_007@hotmail.com
IN QUEST OF SENIOR LEVEL POSITIONS TO LEAD QUALITY, INFORMATION SECURITY ASSURANCE
INITIATIVES WITH IT/ SOFTWARE SERVICES/ KPO/ BPO INDUSTRY.
EXECUTIVE SYNOPSIS
MCA with 10 years’ of current experience in Quality and Information Security Management. Have worked with
IT Consulting, Software Services, KPO and ITES companies. Established and managed QMS & ISMS by
implementing industry best practices e.g., ISO 9001, CMMI, ISO 20000, Six Sigma and ISO 27001 and PCI-
DSS. Experience in Process Improvement, Automation, Measurement, Knowledge building and leading
resources. Lastly associated with RS Software India Ltd.; as Asst. Mgr. Quality Assurance & Benchmark.
Certified Internal Auditor and Six Sigma Green Belt, Experience in Process Gap Assessment, CMMi SCAMPI B & A
Assessment Readiness, Certification and Surveillance readiness for ISO 9001 and ISO 27001.
Previous 10 years’ of experience in the area of Project Management, Requirement Management, Software
Testing, Software Implementation & Support and Operations Management.
A team builder with strong leadership, relationship, communication, training & coaching skills.
IT CREDENTIALS
 Office Suite – MS Office Suite (Word, Excel, PowerPoint, Visio, Publisher)
 Project Management - Quick Base, MS Project
 Document Management System – SharePoint, Knowledge Tree
 Defect Management - Bug-Track.com, Bugzilla.com
 IT Service Desk Management - Manage Desk
 Operating System - Windows 7/ 2000 Server/ XP/ Professional
 Database - SQL Server 2000, Oracle, My SQL
PROFESSIONAL CREDENTIALS
 Six Sigma Green Belt Certification from Benchmark Six Sigma Pvt Ltd in 2008.
 Workshop on Software Six Sigma from NASSCOM from NASSCOM in 2007.
 Certification in ISO 9001:2000 Internal Auditor from Transworld Consultants in 2003.
 Workshop on PCMM from QAI in 2003.
 Certification in RDBMS & 4 GL(s) using Oracle from CSI in 1994.
 Post Graduate Honours Diploma in System Analysis & Design from NIIT in 1992.
CAREER HIGHLIGHTS
JAN’11 – NOV’15 WITH RS SOFTWARE INDIA LIMITED. LASTLY DESIGNATED as Asst. Mgr. Quality &
Benchmark. It is Software Service company in the electronic Payment domain, present in Kolkata-India, USA,
UK and Singapore. I was responsible for Quality and Information Security Assurance for software projects
(Custom Application Maintenance & Support, Software Production & Support) and business support functions
(Sourcing, HR, Operations, Facility, Training & Development and Resource Management). Has lead team of 3
resources and reported to GM - Quality & Benchmark.
 Process Management – Participated in establishing and documenting quality and information security
practices based on industry standards e.g ISO 9001, ISO 27001 and PCI-DSS. Identified Quality and
Information security requirements and ensured implementation through delivery teams and business
support functions. Supported development and delivery of training. Measured awareness level of resources.
Analyzed Awareness Survey data and provided recommendations. Facilitated in planning recommendations
and monitored closure of actions.
 Process Audit – Facilitated audit scope planning for both internal and external audits for Quality and
Information Security process and compliance. Scheduling audits for software projects and business support
functions. Conducted internal audit. Analyzed audit observations and prepared Audit Report. Presented
Audit report to senior management. Verified effectiveness of actions. Facilitated external audit readiness
and audit.
 Information Security Incident & BCP Management – Facilitated software projects and business support
functions for defining action plan for preventing Information Security Incidents. Made follow-up and verified
effectiveness of the actions. Monitored and facilitated project and support functions to conduct Business
Continuity planning and testing. Assessing Risk and re-defining business continuity scenarios coming out
from BCP testing.

2.  Threat & Vulnerability Management - Oversaw scheduling and requesting of vulnerability scans and
penetration testing to 3rd
party/ VAPT service provider. Participated in analysing & reporting results to SME.
Monitored remediation activities in order to re-schedule retesting. Co-ordinated discussions on
compensating controls/mitigations/exceptions with relevant business support functions. Tracked and
reported remediation of newly discovered vulnerabilities.
 Customer Survey – Planned customer satisfaction survey. Selected customer, identified scope, survey mode
and schedule. Conducted survey and captured survey feedback from customer. Analyzed and published
Survey Results. Measured CSAT index. Consolidated organization wide survey data and prepared survey
report. Monitored actions against the customer recommendations.
 Metrics Management – Identified and established Metrics Management and area of measurement for Project
and Support Functions. Facilitated in identifying and improve the performance baseline. Compiled and
analyzed process and product metrics data. Published monthly Dashboard data to senior management.
 Risk Assessment – Identified risk coming out from Quality and Information Assurance activities. Facilitated
and assisted project and support functions on technical and process based risk assessments. Facilitated risk
treatment planning and identified controls. Performed follow-up for implementation of identified controls.
Compiled and reported organization wide risks to senior management.
 Process Improvement – Identified possible improvement opportunities coming out from Quality and
Information Security activities. Made improvement plans using the PDCA, Six Sigma tools/ techniques and
Lean model. Identified process automation opportunities. Documented business requirement. Facilitated in
selecting solutions. Reviewed design and implementing plan and solution. Performed user acceptance
testing. Provided training and hand holding to the resources. Worked as L1 support during the production
and stabilization of the automation.
 RFP support – Provided support to Sales and Account team in responding to Quality and Information
Security compliance related requirement.
AUG’08-DEC’10 WITH IBM India PVT LTD.; LASTLY DESIGNATED AS Assoc. Project Manager
It is IT and software services MNC. I was responsible in Project Quality Analyst role for Quality Assurance of
Software Projects. I managed 40 projects across several service lines (AIS, Custom AMS, Oracle Design/ Build/
AMS, SAP Design/ Build/ AMS) with total resources count of 1000 approx. Has led team of 4 resources and
reported to Head – Delivery Excellence.
 Process Consulting – Reviewed the transition process and related documents. Participated in project
initiation meetings for new projects. Performed Process tailoring for software project based on type/ size/
technology/ complexity. Reviewed and base-lined Project Management and other associated plans.
Facilitated implementation of the planned processes. Facilitated implementation of organizational/ account/
industry specific quality / delivery excellence initiatives.
 Process Audit – Performed planning, scheduling and conducting Project Health & Process reviews and submit
report. Conducted various audits (IA, ISO, KCO, PMR, TL-9000 and business control reviews). Facilitated in
co-ordination of external audits. Conducted external audit readiness for ISO 9001 certification, SCAMPI A &
B assessment readiness for CMMi Level 5. Follow-up and verification of actions for audit recommendations.
 Customer Satisfaction – Tracked Customer satisfaction action for assigned projects and review CSAT Action
Plans. Presenting Delivery Excellence initiatives to customer during customer visits.
 Metrics & Measurement – Facilitated projects to submit metrics data. Reviewed and approved metrics.
 Risk Assessment – Identified and assessed risk from Process Audit, Customer Satisfaction feedback and
Metrics. Escalated quality risk and issue to senior management for necessary action. Monitor the action and
closure of the issues and risks. Applied six sigma techniques FMEA while assessing the risks.
 Training & Mentoring - Conducted and facilitated process and quality related training at project and Org
level.
 Process Improvement – Facilitated the analysis of project performance and provide guidance for
improvement in productivity, efficiency and quality using SPC/ Six Sigma techniques. Facilitated Portfolio
level process improvement using Lean Sigma methodologies. Tracking Improvement plan to closure.
Identify, Collate and Share Innovation and Best Practices.
 Reporting – Supported and prepared quality reports for assigned projects and portfolio. Provided necessary
data to senior management in time.
FEB’07-JULY’08 WITH INUVA INFO MANAGEMENT PVT LTD.; LASTLY DESIGNATED AS SR. MANAGER
QA & TRAINING
It is a KPO company engaged in USA mortgage banking domain. I was responsible for managing Quality and
Information Security. Located at India (Kolkata, Goa, Bangalore) and USA. Worked as Management
Representative and led team of 7 resources; reporting to CEO.
 Process Management – Established and documented Quality and Information Security Management System
practices based on industry standard e.g.; ISO 9001 and ISO 27001. Implemented organization QMS and
ISMS standards through the quality team. Interfaced with Operations and Support Functions to ensure QMS
and ISMS are aligned with regulatory expectations and industry best practices.

3.  Process Audit - Conducted Quality & Information Security audits to evaluate if process and compliance
requirements for Quality and Information security are adhered and deficiencies uncovered in processes and
deliverables. Identified strengths and opportunities for improvement. Oversaw deviations, investigations
and audits. Prepared Audit Report and submit to management.
 Quality and Productivity Measurement – Monitored voice and data transactions quality through team on an
ongoing basis and took corrective steps where necessary and made improvements. Defined and adjusted
the sample selection method for transactional quality control. Monitored SLA adherence and Customer CTQ
for process. Ensured that quality and productivity targets are met. Identified training needs for the process
team based on the quality calibration. Reported & escalated the status of quality issues. Handled customer
issues. Ensured accurate MIS reporting for Quality.
 Process Improvement – Made continuous improvement program across processes through analysis of
resource utilization, productivity and quality. Utilized transaction quality data for identifying process
improvement opportunities and made improvement plans using Six Sigma methodology. Implemented
improvement plan through Quality and Process team. Identified, collated and shared innovations and best
practices.
 Training - Ensured Knowledge consistency through Training sessions, Quizzes, Floor meetings, News Letters
and Wall Papers. Ensured that development and delivery of training in mortgage domain area through the
team. Ensured understanding of six sigma concepts by mentoring and process team. Motivated quality team
members to control attrition.
 Information Security Incident & BCP Management – Facilitated processes and business support functions for
defining action plan for preventing Information Security Incident. Made follow-up and verified effectiveness
of the actions. Monitored and facilitated project and support functions to conduct Business Continuity
planning and testing. Assessing Risk and re-defining business continuity scenarios coming out from BCP
testing.
 Risk Assessment – Facilitated and assisted process and support function on information security based risk
assessments. Facilitated risk treatment planning and identified controls. Performed follow-up for
implementation of identified controls. Published Risk Assessment Report to management.
 RFP support – Provided support to Sales and Account team in responding to Quality and Information
Security compliance related requirement.
AUG’03-JAN’07 WITH ONTRACK SYSTEMS LTD.; LASTLY DESIGNATED AS QA MANAGER
It is an IT Service company engaged in Software services and IT Infrastructure. Located in India (Kolkata), UK,
Australia and UAE. I was responsible for Quality Assurance and Software Test Management. Led a team of 4
resources and reported to VP-Operation, India.
Growth Path;
08’03-02’04 Test Manager
03’04-01’07 QA Manager
Felicitated for Meritorious Service and bagged Excellence Award.
 Process Management – Supported MR in documenting Quality Management System practices based on
industry standard ISO 9001. Facilitated with delivery team and Support Functions to ensure QMS is
implemented. Provided training and hand holding for defining templates for implementing process.
 Process Audit – Supported the audit plan prepared by MR. Conducted audit and submitted report to MR.
Facilitated in co-ordination of external audits. Conducted external audit readiness for ISO 9001 certification.
Follow-up and verification of actions for audit recommendations.
 Process Improvement – Participated in organization wide improvement initiatives identified during the
management review meeting. Captured business requirement and get the same approved by the team.
Evaluated over the shelf software application available in market and help management to select a software
solution from alternatives. Participating in defining development plan along with the development team for
in-house development. Performed UAT. Provided training and hand holding to resources. Working as L1
support during the production and stabilization of the software solution.
 Software Test Management – Established the software testing practices. Identified overall software test
strategy for each project and prepared System test plan. Monitored and control the software testing
activities ensuring that they conformed as per the test plan. Revise test plan when necessary. Reviewed
Test cases and test scripts prepared by the software testing team. Facilitated in preparing testing
environment and configuration management of the test artifacts. Ensured that testing is completed within
time. Prepared test report. Escalated test related risks and issues with development team and senior
management when necessary. Ensured Software Release criteria are met before approving the software to
UAT and release. Ensured Functionality, Performance, Inter-Operability and Compatibility criteria are in
conformance to customer requirement.
 Project Management Review – Participated in Project Review Meetings. Documented the meeting minutes.
Follow-up with the team to close the issues, actions and risks. Review project status report.

4.  Training & Induction - Trained people on quality procedures, methods and tools, participating in training and
induction.
JUN’94-JAN’03 WITH VEDIKA SOFTWARE (P) LTD.; LASTLY DESIGNATED AS BRANCH MANAGER
It is software Product Company located in India (Kolkata, Mumbai, Delhi, Bangalore), Singapore, Malaysia,
Switzerland and UAE. Joined as Technical Support Consultant and left as Branch Manager-Eastern India. Had
handled several team of different sizes. While as Branch Manager had managed a team of 20 resources and
reported to VP – India Operations.
Growth Path;
05’94-02’99 Technical Support Consultant
 Software installation, configuration, training, trouble shooting, telephonic support, on-site support, technical
demonstration. Supporting sales team during critical product presentation.
03’99-07’00 Assistant Technical Support Manager
 Managing a team for 6 technical support consultants. Ensured no customer escalations by ensuring SLA
adherence. Planning and monitoring the daily activities and call volume and allocating the service in the
team. Managing and maintaining the IT infrastructure for the branch office.
08’00-11’02 Promoted to R & D as a Tester and Implementer.
 Requirement gathering, analysis and management. Preparing test cases. Conducted system testing.
Ensured UAT. Software installation, configuration, implementation and production support.
11’02-01’03 Promoted to Regional Office as a Branch Manager, Kolkata.
 Ensured revenue targets for the branch through the Sales team.
 Ensured customer retention and repeat sales through customer care team.
 Ensured customer technical issue resolution through technical support team.
 Ensured the revenue and expenditure is maintained through the branch accountant.
 Ensured the operation is profitable. Ensured performance of the region with respect to productivity and
efficiency.
PAST JOB HISTORY
JAN’93-MAY’94 WITH BG GROUP OF INDUSTRIES AS EDP OFFICER
Applications development, Data Processing, System integration, System administration and maintenance.
JUL’91-DEC’92 WITH BHARAT PEST ERAD SERVICES AS COMPUTER OPERATOR
Applications development and Data Processing
ACADEMIC CREDENTIALS
MCA from IGNOU in 2008.
B.Sc. from Calcutta University in 1989.
PERSONAL VITAL
Date of Birth : 19th
August 1968
Marital Status : Married
Address : Flat No A/8, Charulata Apartment, Block BE-8, Rabindrapally, Krishnapur, Kolkata
Passport Details : No. H0171319; valid till: 08’2018.