Summary
Overview
Work History
Education
Skills
Certification
Timeline
JAGADISHWAR BRAHMA

JAGADISHWAR BRAHMA

Senior Project Manager IT
Hyderabad

Summary

PROFILE SUMMARY

  • Accomplished engineering professional with 16 years of expertise in driving IT Projects & Operations Management.
  • Proven track record in IT roles, including IT Project Manager and Delivery Lead for Customer Entity management.
  • Proficient in IT Operations, encompassing Service Desk, Service Delivery, SLA monitoring, Stakeholder, Asset & Vendor Management for India & International locations.

Overview

19
19
years of professional experience
3
3
years of post-secondary education
4
4
Certificates

Work History

Project Manager, PMO

DXC Technology
HYDERABAD
10.2021 - Current
  • Led end-to-end management of complex IT projects, achieving on-time delivery and exceeding stakeholder expectations.
  • Collaborated with cross-functional teams to define project scope, objectives, and deliverables.
  • Developed detailed project plans, schedules, and budgets, closely monitoring progress and mitigating risks.
  • Fostered clear communication channels among team members, ensuring alignment and seamless coordination.
  • Below are a few Projects.
  • Servicenow implementation for Dr.Reddys Enterprise.
  • Setup of IT Infrastructure and completed Transition for entities with an employee base of 900 across Bangalore and Hyderabad.
  • IT Ticketing tool Symphony Summit Deployment for Large Enterprise of User base 35000 employee across India and International.
  • Deployment Includes IT Service Management and Asset Management.
  • Worked with BI Reporting teams and delivered BI Reporting Modules on Power BI for Service Management teams.
  • Delivered Tableau Dashboards for Executive teams includes CIO and Various Support teams working for IT.
  • Worked on API Integrations with IT Ticketing Tool includes monitoring tools Nagios, Solar Winds, chat bots- Guru, CINDE for Auto ticket creation, Amy for HR.
  • Worked with Orchestration and Automation teams to integrate with IT support tools to reduce IT efforts and human involvement in resolution.
  • Solution Architect for running end to end onboarding of 1000+ Applications to a Global Service Desk tool.
  • Future Projects include Service now and AI integrations with monitoring and discovery tools across organization.
  • Participation in Monthly CIO Meetings to discuss on the Project progress and road ahead to new Digital Transformations.Provided personalized end-user training, offering education via in-person and online courses.

Operations Lead

Dr. Reddy's Laboratories
05.2016 - 10.2021
  • Responsible for handling Multiple Dr.Reddy’s Sites, R & D, Manufacturing Plants
  • Acting as a Single Point of Contact for managing and driving IT Operations
  • Responsible for resource hiring and run the show for Customer
  • Stakeholder Management & Communications for Top Management
  • Identifying the training needs (Technical / Functional / Soft Skill) of the team
  • Ensuring nominations, participation and arrangements of required trainings in the account
  • Ensuring Customer service deliverables, SLA’s & customer satisfaction scores in the region
  • Implementing service improvement programs for continuous improved service deliverables
  • Involved in performance evaluation of the team members and growth of the individual team member
  • Participated and Lead US FD Audit / Russian & Other Audits
  • Periodic Customer Review meeting along with key stake holders of the account.
  • Evaluated team member strengths and assigned tasks based upon expertise and background.

Operations Manager

Hewlett Packard Enterprise, Techmahindra Business Services
Pune
12.2014 - 04.2016
  • Responsible for the complete operations of customer account
  • Responsible to maintain Profitability of division, Optimum utilization of resources, Cost saving initiatives, Collections, Reduction in penalties by ensuring execution/implementation & Sustenance of Services
  • Responsible for ensuring Service Delivery of the account to achieve C SAT along with profitability of the division
  • With the help of enablers like quality management tools, C SAT surveys, attrition control, people processes, talent transformation etc…
  • Ensuring People Management for all the resources deputed in the account for all inter region accounts
  • Ensuring implementation and maintenance of Quality Management systems
  • Following ISO / ITIL Process and getting various Audits
  • Identifying the training needs (Technical / Functional / Soft Skill) of the team
  • Ensuring nominations, participation and arrangements of required trainings in the account
  • Ensuring Customer service deliverables, SLA’s & customer satisfaction scores in the region
  • Implementing service improvement programs for continuous improved service deliverables
  • Involved in performance evaluation of the team members and growth of the individual team member
  • Periodic Customer Review meeting along with key stake holders of the account.

Shift Lead

Hewlett Packard, Techmahindra Business Services
Pune
10.2011 - 12.2014
  • Dealing with the Service Operations includes running and monitoring the process on SLA based targets.Coordinated all schedules of the staffs
  • Identify top/major incidents and work and escalated to the resolved groups
  • Resolve all escalated queries either by replying and closing or appropriately escalating them as per the SOPs
  • Act as a single point of contact for all IT Service desk issues
  • Conduct periodic reviews with teams
  • Weekly and monthly status reports to higher management
  • Preparing the data for regular Weekly and Monthly Service Review meets
  • Scheduling Meeting & VC’s and Conference calls whenever required thereby ensuring propre Stake holder Management
  • Proper communication flown to all the stake holders.

Lead

IBM Global Process Services
01.2011 - 10.2011
  • Monitoring/auditing the calls given by the client on a daily basis
  • Ensure proper resolution has been made as per the troubleshooting flow
  • Driving the process towards the organization goals and aim at achieving the target assigned by client
  • Engaging the IT personnel to participate in regular Technical Top call generators
  • Preparing reports on weekly and monthly basis with necessary action plans to improve the IT process
  • Bring in necessary changes to the process as part of the Monitoring and continuous improvement
  • Conducting the Technical training and provide updates on regular IT process ensuring all IT policies are followed as required by the client.

Senior Project Manager

Airowire Technologies
Hyderabad, Telangana State
09.2024 - Current
  • Maintained schedules to meet key milestones at every project phase.
  • Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
  • Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
  • Evaluated vendor proposals, selecting those that provided the best value for cost, quality, and timeliness.
  • Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
  • Established and managed change management processes to fulfill successful project transitions.
  • Partnered with project team members to identify and quickly address problems.
  • Negotiated conflicts within project teams to ensure smooth project execution and maintain high morale.

Level 3 Support Officer

Mphasis
10.2009 - 01.2011
  • Profile
  • Dealing with the Service Operations includes running and monitoring the process on SLA based targets
  • Coordinated all schedules of the staffs
  • Provided third level support to internal Service Desk technicians to resolve user concerns with specific applications and tools
  • Handled the tasks of tracking, documenting and monitoring minor and major incidents
  • Checking the service incidents raised by agents and ensure them that they are auto closed within the closure time
  • To ensure that the escalation queues and other designated queues are within SL and quality criteria
  • To discuss and contribute to action plans to improve IT Service quality
  • Communicating the processing related updates to all the team members and ensure the team follows the same.

Subject Matter Expert

Brigade Corporation India Pvt. Ltd
07.2006 - 05.2009
  • Assisted in deploying Help Desk, including software selection and development of procedures Worked on the Help Desk.
  • Set up workstations and laptops for new employees; configured systems, ensured network connectivity and installed and tested hardware and software.
  • Helped establish an inventory database to track computer equipment.
  • Maintain the Service Level and pull out daily performance report of my team.
  • Conducting Technical Forum to discuss regarding the latest updates in HP products.
  • Managing a team of 20 and drive the regular BAU.

Education

Graduate - Computer Engineering

The Institute of Engineers
12.2003 - 06.2006

Diploma - Hardware & Networking

Skills

    Project Management

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Certification

Servicenow System Administrator

Timeline

Servicenow System Administrator

11-2024

PMP Trained

10-2024
Senior Project Manager - Airowire Technologies
09.2024 - Current

BI Reporting Tools Trained

03-2024
Project Manager, PMO - DXC Technology
10.2021 - Current
Operations Lead - Dr. Reddy's Laboratories
05.2016 - 10.2021

ITIL V3 Foundation Certified

03-2016
Operations Manager - Hewlett Packard Enterprise, Techmahindra Business Services
12.2014 - 04.2016
Shift Lead - Hewlett Packard, Techmahindra Business Services
10.2011 - 12.2014
Lead - IBM Global Process Services
01.2011 - 10.2011
Level 3 Support Officer - Mphasis
10.2009 - 01.2011
Subject Matter Expert - Brigade Corporation India Pvt. Ltd
07.2006 - 05.2009
The Institute of Engineers - Graduate, Computer Engineering
12.2003 - 06.2006
- Diploma, Hardware & Networking

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JAGADISHWAR BRAHMASenior Project Manager IT