Shiny Upadhyay

• Managing Migration projects end to end, collaborating with various teams such as End user technology, Server (Compute) platforms, Networking (Voice and Data), Cloud, Datacenter and applications technologies. Interfaced with senior management, technical teams, and operations, running Technical Projects around unified communications.
• Managed multiple projects simultaneously with accountability for completing projects within budgets
• Executed successful merger/integration project resulting in seamless technology transition for organization
• Prepare ROM to plan project strategies. Develop budget including work proposal to estimate BOM and manpower
• Time sheet & cost sheet management for the Project Team, including monthly DAC approval process.
• Creating RAID Logs and maintaining till end of Project.
• Collaborated with cross-functional teams, resulting in on-time and on-budget delivery of project.
• Interfaced with senior management, technical teams, and operations, running Technical Projects around unified communications
• Facilitated project meetings, tracking and publishing action plans, and reporting on risks and issues
• Executed and handled projects ranging from $1Million to $10Million in Scale

• Execute ITIL based Change and Release Management processes ensuring that there is no disruption or degradation of service during lifecycle of change
• Evaluate all requests proposing change to established and supported platforms, identifying, analyzing and documenting potential risks or issues. Liaise with business and 3rd party vendors to capture, analyses and document requested changes against these platforms including actions that will be taken to mitigate risks identified
• Include reporting on service management, Change Management, and weekly initiatives as part of service plan. Include discussions on business priorities and periodic maintenance planning as part of service planning meetings
• Work with Customer to plan and schedule tactical business and technology events, such as software patching, maintenance, or Minor Releases that impact Managed Infra, calculated to minimize disruption to Customer's business
• Proactively highlight opportunities to improve performance in all areas of operations including productivity, execution of processes and procedures, achievement of service levels and high levels of customer satisfaction
• Monitor compliance to existing change management process; ensure correct approval process is followed for both regular and emergency changes, follow up non-compliant changes made outside change management process
• Manage activities between Release Management and following functions: Change Management, Problem/Incident Management, and QA/Testing
• Provide feedback on effectiveness and end-to-end Capacity Management Process workflow to key stakeholders
• Risk Management: identification and management or mitigation of risks
• Provide regular reports on capacity to management team
• Identify & deliver key Capacity Management improvement initiatives

Provide regular management reports which include current usage of resources, trends and forecasts

Leading a team of 17 team members. Provide daily operational oversight to ensure the team is following the Command Center standard documented procedures.

• Facilitate daily workflow distribution amongst available staffing base for specific command center function (ie Service Monitoring or Level 1. This includes handling workflow re-allocation in response to dynamic operational needs or unexpected staffing challenges while maintaining minimum coverage levels for function or engaging management for escalation
• Oversee and managed platform’s ticket queues for proper ticket triage and resolution of tickets in proper priority. Ensure process is being followed according to escalation and resolution of tickets.
• Served as initial consultation point for operational calls regarding COB, Major Incident conference calls, major releases, etc
• As Project manager, delivered every project on time within budget and scope.

Leading a team of 17 team members. Provide daily operational oversight to ensure the team is following the Command Center standard documented procedures.

• Facilitate daily workflow distribution amongst available staffing base for specific command center function (ie. Service Monitoring or Level 1). This includes handling workflow re-allocation in response to dynamic operational needs or unexpected staffing challenges while maintaining minimum coverage levels for the function or engaging management for escalation
• Oversee and manage platform’s ticket queues for proper ticket triage and resolution of tickets in proper priority. Ensure process is being followed according to escalation and resolution of tickets.
• Serve as initial consultation point for operational calls regarding COB, Major Incident conference calls, major releases, etc
• As a Project manager, indulge in delivering every project on time within budget and scope.
• Completed comprehensive risk assessments for critical assets within the network environment, identifying vulnerabilities and recommending mitigation measures

• Involved in providing process training to team members
• Responsible for assigning jobs to team members
• Elucidating vendor queries through mails
• Responsible for send daily Tracker sheet of completed and pending Jobs to client
• Responsible for handling daily calls with client for process related issues
• Instrumental in Team huddle to discuss team issues
• Maintaining quality as per SLA. Monthly one-to-one session with team member

• Responsible for handling orders for Belgium, UK, U.S, Netherlands and Germany ensuring SLA
• Involved in Final delivery of orders to Clients of British Telecom globally by closely coordinating with Order Managers
• Involved in Delivering orders of British Telecom-MPLS network designed for converged IT services and Site to Site client connectivity through VPN
• Involved in taking care whether port is allocated, Installation is successfully done Working with advanced Tools Specific to British Telecom
• Responsible for providing training to new team members .
• Allocating ports on PE for Network orders.
• Coordinating with Field engineer and local provider to test circuit.