Summary
Work History
Education
Skills
Additional Information
Certification
Generic

IRMA SUJATA JOJO

ITSM Service Manager/Project Manager
Bangalore

Summary

Enthusiastic Project Management professional, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding on Global Network Infrastructure projects in E-commerce, Retail, Enterprise IT and Telecommunication business and training in Project Management .

Work History

Project Manager

Walmart GTS India Ltd
Bangalore, KA
03.2018 - Current
  • Diligent project manager offering a proven record of success leading all phases of diverse infrastructure technology projects
  • Excellent communicator; leverage technical, business and financial acumen to communicate effectively with client executives and their respective teams
  • Expert in agile and waterfall project management methodologies
  • Actively participate in prioritisation and change governance forums to reinforce communication and alignment to key management and stakeholder priorities
  • Worked on Projects where objective is to provide insight into potential risk of change activity and facilitate intelligent approval decisions for Change Management using Machine Learning(ML algorithm)
  • Worked on SDLC Project involving CI/CD integration.
  • Made decisions independently and collaboratively on Project related challenges.
  • Communicated project plans and progress to key stakeholders and project contributors
  • Maintained schedules to meet key milestones at every project phase
  • Managed 10+ project teams in Agile environment, releasing success through application of SDLC methodologies and exceptional leadership skills
  • Directed offsite team design, transition and standardisation of 20+ processes, resulting in maximum team resources and management
  • Maintained strict budgetary control on Infrastructure projects ranging from $4.8m and working with project teams to track costs and control expenditures without sacrificing quality.

Service Manager

Walmart GTS India Ltd
Bangalore
03.2018 - Current
  • Manage governance of life cycle of changes and make sure that only authorised changes are implemented in Production environment.
  • Delivering medium sized change projects right from initiation and planning right through to deliver and implementation
  • Arranging implementation schedule of events and sending advance notification to stakeholders
  • Designed and implemented ITIL best practices such as change management, problem management, service catalog, KPI,CMDB, knowledge management, and release management.
  • Worked with customers to educate and inform on ServiceNow methodologies, effectively reviewing over 1000+ RFC per month.
  • Maintained effective customer service by reviewing RFC quickly to increase overall DevOps deployment by 80% per quarter.
  • Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth infrastructure operations.

Senior Network Engineer

AT&T Communication Services Ltd
Bangalore, KA
04.2014 - 02.2018
  • Worked with various internal departments and service agents, business partners, PTTs and third-party vendor activities during implementation phase.
  • Ensure compliance and standards with company and organization policies and procedures
  • Worked with project managers, developers, quality assurance and customers to resolve technical issues.
  • Maintain and update technical information on various service delivery systems including Edgewater Edgemarc based networking solutions
  • Re-engineering of enterprise network designs to meet increasing customer demands. Troubleshooting and problem resolution of elusive customer network difficulties
  • Daily implementation reports and customer feedbacks trackers maintained
  • Implement voice cut over and Data cut-over from different service provider network to AT&T within the agreed change window
  • Experience creating/maintaining enterprise LAN/WAN documentation and migration activities.
  • Worked with technical staff on system audit to execute implementations on time and within functional parameters.
  • Trained and mentored junior developers and engineers, teaching skills in Networking and working to improve overall team performance.
  • Captured specifications, testing methods and other information for Networking project into technical manuals.
  • Trained and mentored junior developers and engineers, teaching skills in Data and Voice technologies and working to improve overall team performance
  • Managed Voice and Data issues for Global Enterprise and B2B projects, increasing customer satisfaction ratings.
  • Collaborated with clients to define solution requirements
  • Informed internal personnel and external stakeholders of project milestones
  • Collaborated with vendors to identify best options for optimizing network performance.
  • Liaised with stakeholders to keep project goals and deadlines on target.
  • Implemented scalable, efficient and cost-effective network automation framework.
  • Deployed cloud-based network infrastructure, reducing on-site storage and hardware maintenance costs by 20%.

Senior Network Engineer

Alcatel-Lucent
Bangalore, KA
11.2013 - 03.2014
  • Analysed performance of network by creating weekly/daily/monthly reports on network faults
  • Act as Project Lead and Incident Manager temporarily ,coordinated with different stakeholders to restore issue with minimal impact
  • Interacted with different stake holders (TSO, Network Analyst, 3rd party vendors etc.) as part of end to end resolution process
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Prepared variety of different written communications, reports and documents.
  • Identified issues, analysed information and provided solutions to problems
  • Prepared variety of different written communications, reports and documents
  • Created plans and communicated deadlines to complete projects on time
  • Exceeded goals through effective task prioritisation and great work ethic.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Deployed cloud-based network infrastructure, reducing on-site storage and hardware maintenance costs by 40%
  • Established robust infrastructure and data capacity for new applications
  • Managed, tracked and coordinated problem resolution and escalation processes

Tier 2 Network Administrator/Incident Manager

Tata Consultancy Services
Bangalore
12.2010 - 10.2013
  • Managed shifts and supervised 10-15 members as part of Incident Management team
  • Isolated and debugged complicated network-level WAN/LAN issues. Monitored and troubleshoot network devices such as CISCO routers, switches and PRONTO AP using HP Openview Network Node Manager (NNM) and Putty.Documented LAN/WAN Link issues on daily basis
  • Followed up with the ISP's such as AT&T, Century Link, US Satellite, PAETEC & Vital when the services provided by them is down or when the circuit register errors.Interacted with different stake holders such as TSOM, Network Analyst, 3rd party vendors etc
  • And hardware vendors as Cisco as part of end to end resolution process. Performed pre-scheduled activity such as up-gradation of Cisco IOS on Cisco routers and switches
  • Lead and provided technical mentorship to team of fresh engineers. Also provided Knowledge Transfer(KT)and prepared KT documents for newly joined associates
  • Used coordination and planning skills to achieve results according to schedule.
  • Onboarded new temps by entering employee information into systems.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Created plans and communicated deadlines to complete projects on time.
  • Exceeded goals through effective task prioritisation and great work ethic.
  • Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
  • Resolved problems, improved operations and provided exceptional service

Associate Engineer NOC

Microland Limited
Bangalore
08.2008 - 12.2010
  • Member of Incident Management team involved in managing global network operations center, which consisted of 10000+devices (Cisco Routers, Cisco Switches, Juniper VPN Boxes, Pix firewalls, Terminal Servers etc)
  • Managed network operations which consisted of proactive monitoring, troubleshooting enterprise network spread across world in US, APAC and EMEA Regions
  • Troubleshoot -routing protocols related issues consisting of BGP, OSPF, EIGRP and RIPv2 using network tools .Worked on TROL and HP Openview
  • Troubleshoot backbone network related issues, implemented emergency change requests based on customer requirements, handled internal escalations and resolved high priority tickets within SLA that includes conference calls with end-user and various service providers across world such as AT&T, Global Crossing, Verizon and C&W also with hardware vendors like Cisco,Datacraft and Telindus
  • Participated in team-building activities to enhance working relationships.
  • Exceeded goals through effective task prioritisation and great work ethic.
  • Worked within applicable standards, policies and regulatory guidelines to promote stable Enterprise network

Education

B.Tech - Electronics and Telecommunication

KIIT University
Bhubaneswar,Orissa
08.2003 - 04.2007

GED -

Ispat English Medium School
Rourkela,Orissa
07.2001 - 05.2003

GED -

Ispat English Medium School
Rourkela,Orissa
06.1991 - 05.2001

Skills

Project/Product ManagementNetwork/System Migrations/IntegrationsEnterprise-wide ImplementationsProject SchedulingScrum MasterTableau,Jira,Confluence,ServicenowCI/CD pipeline using concord,looper,proximityTeam Building & MentoringClient Relations & PresentationsITIL Framework Execution, Incident ManagementChange/Release Management, Service LevelExposure to Global Delivery Model -Production

SDLC

Additional Information

  • Achievements: , MADA 2020-Walmart Making A Difference Award Bravo 2018-Walmart Award ‘AT&T PULSE Community Service Award,2017’ AT&T Quarterly Award for Community Service. 'AT&T Customer Service Award' - AT&T Award for Client Satisfaction 2014. Quality Champion' - TCS AWARD for Client Satisfaction - 2012. 'Customer Service Award' - MICROLAND Ltd. Client Satisfaction Award-2009 Resume – Irma Sujata Jojo V3 Certified

Certification

ITIL V4 Foundation

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IRMA SUJATA JOJOITSM Service Manager/Project Manager