Open to opportunities

Ushish Verma

@ushishverma

Cloud Monitoring & Fraud Detection | Service Delivery & Procurement Expert | Azure, M365, UCMT, MaSH, Power BI, Data Analysis

India

Message

What I'm looking for

I am seeking a role where I can apply fraud detection, monitoring and ML skills in a collaborative, data-driven team, with opportunities to lead process improvements and mentor others.

I am a Click Traffic Quality Engineer with strong experience in fraud detection, large-scale data analysis, and real-time monitoring using tools such as UCMT, MaSH, and Power BI. I have worked on implementing machine learning models to identify suspicious behavior, designed automated monitoring frameworks, and ensured SLA adherence through timely incident resolution and proactive reporting. I regularly generate actionable insights, reports, and trainings that enhance click traffic quality and system reliability.

Previously, as a Service Delivery Planner Lead, I managed SLA-based workflows across APAC and Korea, coordinated between clients and factory teams, and ensured compliance with Microsoft’s standards. I also have experience in mentoring teams, handling escalations, and optimizing processes, combining technical expertise, service delivery, and client engagement to drive measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Traffic Quality Engineer

Current

HCL Technologies

Oct 2023 - Present (1 year 11 months)

Develop and implement strategies to detect and prevent click fraud, analyze large datasets to identify anomalies, and maintain real-time network and storage monitoring to improve click traffic quality for Microsoft.

Fraud Detection Data Analysis Datadog PagerDuty SNMP QNAP Machine Learning Power BI

Service Delivery Planner Lead

HCL Technologies

May 2020 - Sep 2023 (3 years 4 months)

Managed SLA-based tickets across Data, Email, and Events for Microsoft APAC/Korea, coordinated customer and factory interactions, and mentored teams to improve process accuracy and compliance.

SLA Management Queue Management Email Operations Marketo ON24 Team Leadership MS Office

Team Leader

HCL Technologies

Apr 2019 - Apr 2020 (1 year)

Led a 19-agent team supporting Eircom, monitored chat and call quality to improve FCR and adherence, conducted RCAs, and drove process improvements to reduce penalties and enhance customer satisfaction.

Team Management Quality Assurance Performance Management Customer Experience Reporting Coaching

Team Manager

Mahindra Holidays & Resorts India Ltd

May 2017 - Sep 2018 (1 year 4 months)

Managed UP East territory operations, led sales and marketing teams, executed promotional and corporate tie-ups, and recruited and trained consultants to drive application inflow and sales.

Sales & Management Team Leadership Marketing Recruitment Training Business Development Campaigns

Sales Manager

Capital First Ltd

Apr 2015 - Dec 2016 (1 year 8 months)

Led personal loan acquisition across Bangalore with a 15-executive field sales team, driving customer prospecting, hiring, and activities to increase client acquisition in urban and semi-urban areas.

Field Sales Team Leadership Prospecting Recruitment Territory Management

Relationship Officer

American Express

Nov 2013 - Feb 2015 (1 year 3 months)

Acquired new customers via cold calling and corporate outreach, managed end-to-end onboarding and post-issuance service to build long-term cardholder relationships and increase referrals.

Cold Calling Customer Service Corporate Sales Relationship Management Branding

HR Internship

HDFC Life Insurance

Jan 2011 - Mar 2011 (2 months)

Conducted organizational flow and recruitment process studies at HR level, documenting workflows and induction-level hiring practices during a three-month internship.

Report Writing Research Onboarding