Sushil Shankar Email & Phone Number

Toronto, Ontario, Canada

Client: EchoStar, WWT, One Neck, Calgary Airport Authority + moreRole: IT Project Manager Feb 2021 – Present Domain: IT Operation Management (ITOM)/ IT Service Management (ITSM) & AIOpsTools: OpsRamp and ServiceNowProject Tracking: JIRA and Confluence Project: Leading the Implementation for OpsRamp SaaS based ITOM/AIOps platform in customer environment● Building and Maintaining relationship with key stakeholder and continue to manage customer expectation.● Arranging and conducting presentation and demonstration to executive leadership team.● Improving the quality of projects delivered by 25% in all my accounts by constantly getting feedback from the clients.● Involved in pre-sales activities, Creating Scope of Work, Project Change Request documentation and estimating the cost for delivering the scope● Migrated IT Operation Management & AIOps tool from legacy system to OpsRamp SaaS based AIOps platform.● Closely worked with multiple stakeholders’ team to initiate discover and enable monitoring on their respective infrastructure.● Automating the Auto-ticket landing in respective queue based on the Classification and CI’s.● Responsible for managing the full life cycle of migration projects without interruption to the operations.● Responsible for seamless delivery of projects/program as per contractual agreement for ITSM Tools.● Managing co-ordination of the partners and working groups engaged in project work.● Developing and maintaining a detailed project plan and managing project deliverables in line with the project plan. Recording Risk, issues, Dependency and escalating where necessary.● Managing project scope and change control and escalating issues where necessary. ● Monitoring project progress and performance. Providing status reports to the project sponsor, Stakeholder, and Working closely with users to ensure the project meets business needs. ● Managing project training within the defined budget.

Toronto, Ontario, Canada

● Managed accounts in North America (Kontoor Brands & GTAA)● Building and Maintaining relationship with key stakeholder and continue to manage customer expectation.● Arranging and conducting presentation and demonstration.● Improving the quality of projects delivered in my accounts.

Toronto, Canada Area

Project: Service Now ImplementationProject 1: IMACD (Installation, Move, Add, Change, and Disposal Services) Service Request Catalogue Migration and Consolidation from Legacy Tool to Service NowProject 2: Service Now Mobile UI APP Implementation & Enterprise Wide Roll out.Project 3: ServiceNow platform Upgrade to London VersionProject 4: Migration of 2000+ Service Catalog form from Remedy/Legacy ITSM tool to ServiceNow.● Managed 3 Project simultaneously towards successful cutover.● Successfully Upgraded Service Now platform from Kingston to London without interrupting the Users. ● Managed the launch of Service Now Mobility in BMO Bank enhancing the User Experience of IT Service Management in Bank.● Successfully managed the migration of IMACD process request Catalogue Item from legacy environment to new Service Now Platform across Branches and Office Towers.● Lead team to successful delivery of project within shorter timelines.● Managing co-ordination of the Business and Service Now Development partners and working groups engaged in project work.● Developing and maintaining a detailed project plan and managing project deliverables in line with the project plan.● Recording and managing project issues and escalating where necessary.● Managing project scope and change control and escalating issues where necessary. ● Definition and management of the User Acceptance Testing programme.● Monitoring project progress and performance. Providing status reports to the project sponsor, Stakeholder, and Working closely with users to ensure the project meets business needs. ● Managing project training within the defined budget.

Toronto, Canada Area

• Migrated IT Service Management from HP Service Anywhere tool to Symphony Summit ITSM tool.• Migrated Incident Management, Service Request, Service Level Management, Change Management, Problem Management, Release management, Asset Management and Configuration management.• Developed full-fledged Self Service Portal and Service Catalogue item in-turn minimizing the call coming to Service Desk.• Automating the Auto-ticket landing in respective queue based on the Classification and CI’s.• Responsible for managing the full life cycle of migration projects without interruption to the Operations.• Responsible for seamless delivery of projects/program as per contractual agreement for ITSM Tools.• Implemented Enterprise Wide Monitoring Solution in GTAA Estate.• Managing and leading the project team of 18 Architects, SMEs, Sr. Developer including Recruiting project staff and consultants. . • Managing co-ordination of the partners and working groups engaged in project work.• Developing and maintaining a detailed project plan and managing project deliverables in line with the project plan.• Recording and managing project issues and escalating where necessary.• Managing project scope and change control and escalating issues where necessary. • Monitoring project progress and performance. Providing status reports to the project sponsor, Stakeholder, and Working closely with users to ensure the project meets business needs. • Managing project training within the defined budget. • Definition and management of the User Acceptance Testing programme.

Bengaluru Area, India

• Responsible for managing the full life cycle of projects from requirements gathering, implementation and service turnover.• Successfully managing 3 Customers/Projects (Various ITSM tools i.e. ServiceNow & BMC Remedy and HP Tools suite) throughout my tenure in Wipro.• Responsible for seamless delivery of projects/program as per contractual agreement.• Managing and leading the project team of 13 SMEs including Recruiting project staff and consultants.• Managing co-ordination of the partners and working groups engaged in project work.• Developing and maintaining a detailed project plan and managing project deliverables in line with the project plan.• Recording and managing project issues and escalating where necessary.• Managing project scope and change control and escalating issues where necessary. • Monitoring project progress and performance. Providing status reports to the project sponsor and Stakeholder. • Managing project training within the defined budget. • Working closely with users to ensure the project meets business needs. • Definition and management of the User Acceptance Testing programme.

Bengaluru, Karnataka, India

• Gather and understand the requirement of projects and agree to the scope of work from Network capacity perspective.• Providing Data & Voice Network Capacity planning and analysis to avoid any congestion, bottlenecks and forecast for Network links and Devices upgrades and validate the Network design architecture. • Ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner.• Monitor the performance and throughput or load on an ANZ infrastructure to optimize performance and efficiency, and planning for and justify financial investments to maintain or increase capacity.• Conduct initial analysis; produce detailed requirements and operational process specifications. Uses appropriate analytical frameworks to illustrate and explain the problem and solution clearly to all levels of stakeholders.• Analysis both Data and Voice traffic on ANZ infrastructure and produce Network Capacity and Performance Report, Ensure that the Capacity Management reports proactively highlight key issues and risks as well as recommended mitigation • Capturing trending information and forecast future Customer capacity requirements based on Customer defined threshold.• Conducted regular capacity planning reviews to ensure service levels are maintained through predicted increase in demand.• Responsible for the provision of regular and ad hoc reports as required by the service.• Established and conducted regular performance, availability and capacity planning on all aspects of the infrastructure and business systems.

Bangalore

Bangalore

Post Graduate, Wireles Networking

Bachelor Of Engineering (B.E.), Electronic And Communication