Jolly Sinha

• Managed Agile & DevOps projects for business partners & stakeholders in a service-oriented organization
• Developed & maintained budgets, plans, KPIs, schedules, estimates & reports
• Proficient with Service Now & Microsoft Office tools: Jira, Confluence, Share-point, Project, Excel, Word, PowerPoint & Visio
• Managed developers & Project team members of the AWS environment
• Coordinated teams for security, Cloud architecture team, developer & platform of applications to AWS
• Managed vendor relations & communication with stakeholders
• Conducted scrum & staff meetings for monitoring & continuous workflow of agile projects
• Leveraged Jira & Confluence for managing tasks, HLDs, risks, plan, cost & feasibility & continuous Integrated development (CID) environment
• Performed executive level meetings, presentations for status, organization process, business cases & strategic planning
• Created SOWs for client solutions with standard clauses and special provision for project
• Collaborated with clients & SMEs to scope out project requirements and scheduling for seamlessly integration
• Collaborate with project/product managers, solution Architect, vendors and other team members to create project dashboards, reports, and project documentation by updating project information and ensuring that information is up-to-date.
• Participate in project meetings, drafting meeting minutes and keeping action logs and project plan up to date and organized.
• Manage dynamic team of AWS Cloud Team, technical cloud consultants and security team for Cyber-Star to conduct AWS Migration activities.
• Adhere to processes, tools, document assumptions, risks, dependencies, and ensure appropriate actions, owning ownership for project deliverables.
• Initiated resource planning, co-ordinate availability of material, tools and Cloud Consultant for each project execution and ensure proper resources are in place.
• Responsible for documenting Operational Readiness document, sending status update to executive committee on weekly/ monthly basis.

Achieved project completion with user sign off & led support roles for customer satisfaction

• Designed overall strategy with Developers & Solution Architect from Kafka servers migration
• Define phase wise Implementation plan in Dev, QA, PET & Prod environment
• Performed risk analysis on different tasks list collected for different applications
• Worked with Business Service Architect for each task’s workload
• Worked with Delivery Owner project budgeting
• Designed High level diagram with developers & architect.
• Managed overall project forecasting & budgeting
• Handed over project within defined timeframe to customer with delivery excellence
• Leveraged Jira, Confluence & Service-Now for project deployment

Project: ED&A Transition

Client: Rogers Communications I Tools and Technology: Service Now

• Designed Transition plan from third party vendor to HCLTech
• Defined KT Plan for HCL SMEs from vendor for ED&A Transition of services
• Weekly Playback Sessions to review with Roger leads on progress and accuracy of information gathered
• Shadowing of operational activities starting Context Exchange Phase.
• Performed Parallel Run program for smooth handover from both side ensuring zero outage in technology
• Scheduled governance cadence, reporting & successful handover to Business-as-usual operations team

Project Manager- HCL Central Practice Team

• Implementation of iAutomate tool with other ITSM tools for multiple clients
• Managing Projects for tasks/ workload automation on various areas for HCL clients
• Worked with HCL Leadership team to drive end to end organizational initiatives

Performed service Improvement plan to improve day to day IT operations & process for US & Canada clients

Client: Biogen | Transition of IT Operations process from vendor to HCLTech

· Designed transition plan for existing services including systems, applications, data & process

· Defined tasks that outline tasks, timelines and responsibilities.

· Defined KT plan for HCL SMEs, performed shadowing & parallel run

· Published daily, weekly & monthly reports, performed executives review on transition update

· Created Runbook for overall transition plan for IT Operations team

Client: Shire & Rockwell Automation | Introduce Knowledge Management Process & Roll out in SNOW

· Identified existing SOPs, documents that are clear concise which addresses day to day IT Ops issues

• Defined standardized template, KB workflow for creation, review, approval, update, retired phase
• Executed overall process implementation plan in SNOW with developer team
• Documented Knowledge Management Process document for customer & process team

Client: Rockwell Automation | Capacity Management Process Implementation

· Performed assessment on current inventory of tools & software currently used for monitoring, capacity planning & performance management

· Drafted Capacity Management process document which includes tasks, RASCI Matrix, SLAs KPIs

· Produce a capacity plan that covers current use, forecasted needs and support cost for future requirement.

· Resize hw & apps to meet service levels & handed over to operations team

Client: BCBSRI (Blue Cross Blue Shield of Rhode Island) & McLaren: Service Improvement Plan of Change Management Process

• Performed process assessment on existing processes
• Created Service Improvement tracker with defined tasks & timeline
• Automate workflows: Use service now automation capabilities to reduce manual tasks and errors
• Improvise existing documents like, Process document, audit mechanism & tracker, KPIs, SLAs along with customer
• Improve communication channels between stakeholders to ensure smooth change implementation

Client: Ascension, AbbVie, Conduent & GSK | Service Improvement Plan of ITIL Processes

• Performed assessment & gap analysis
• Created Improvement tracker & implemented with all project stakeholders , improvised KPIs, SLA.
• Enabled monitoring, governance & reporting

• Handled daily tasks which include Team Management of 40 team members, Team building, Service Desk Operations, Knowledge Management, Escalation Management, maintaining SLA and Service Management
• Implemented Configuration Management Process
• Managing customer escalations, governance, customer meetings
• Optimizing process to increase efficiency

• Manage EUSS Support, Compliance of Incident, Change activities/ various documentation / Standard Qualities / Policies/ activities in relation to IT services for region supported
• Responsible for smooth IT Operations and ownership of all escalations for locations (Gurgaon, Noida, Bangladesh and Sri Lanka)