Sumit Kumar Jha

Change Management:-

• Create daily and monthly reports using ServiceNow – daily service report, monthly service report, forecast report etc.
• Review all the implemented changes to ensure that they have been carried out and closed in time.
• Represent the changes in CAB (Change Advisory Board) meeting to get the CAB approvals on required changes.
• Ensure that the implementation of the change is going according to the execution steps shared by the change raiser.
• Gather the steps of execution (implementation plan) from the change raiser and take the calls twice a week to ensure if any step is not being amended by the change raiser.
• Follow up with the change raisers on proper documentation of the change and the implementation date of the change.
• Review all planned changes and the risk associated with the change.
• Monitor and track every change that has been created in ServiceNow (alternate days/weekly report).
• Co-ordinate, monitor and supervise the process of any change. Work to ensure that the change is carried out in a timely, efficient and processed manner.
• Initiate/draft different types of change – server decommission change, server build change etc.
• Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process.
• Develop process and procedures that ensure Incidents are tracked and completed within SLA.
• Prepare and maintain Daily, Monthly, Quarterly & Yearly incident SLA reports using ServiceNow & MS Excel.
• Participated in high-level change management strategic planning, incorporating input from stakeholders, internal support staff and external factors.
• Orchestrated cross-functional meetings to coordinate change management strategy implementation across divisional leadership roles.
• Developed and delivered change management support documentation and manuals.
• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Created monthly forecast templates and resource management allocations for approved projects.

Capacity Planning:-

• The capacity requests are created and assigned to the ServiceNow group "Capacity Planning" and would be for one or more of the below.

1. Increase / Decrease of Storage, CPU and Memory.

2. Create new shared folders and Qtrees.

3. Create New Volumes, LUNs on NetApp Storage.

4. Server Decommissions.

5. Workload Moves.

6. New server builds (physical as well as virtual).

7. IP reservations and CI Creations (for new servers)

8. Capacity Analysis/Monitoring for specific periods.

9. Infrastructure sizing as per project requirements.

• Analyze and produce recommendations on continuous network improvements.
• Acquire and maintain advanced knowledge of networking protocols.
• Oversee development and maintenance of computer systems, server upgrades and operating systems.
• Lead meetings with departmental managers to review project status, propose changes and draft action plans.
• Provide detailed information on hardware and software products so that appropriate stakeholders could make suitable purchasing decisions.
• Provide the server names as per naming convention according to various data centers to platform teams to proceed with server build.
• Allocate storage space, plans for future projects, review hardware and software configuration and make suggestions for appropriate storage or backup models.

• Prepare and maintain Daily, Monthly, Quarterly & Yearly reports.
• Conduct monthly meetings on reports and performance with concerned team and their management.
• Co-ordinate in process improvement initiatives with Management.
• Design report layout and implement tableau dashboard using various sheet objects like chart, graphs, filter buttons, drop down etc. to get front end a professional look.
• Web crawling using Python code & Data Cleansing.
• Find innovative solutions which can help in reduced manual work and increase automation to reduce the error probability.
• Create dashboards and visualization to get insightful story of raw data.

• Monitored customer service metrics and performance indicators to identify areas of opportunity.
• Utilized customer feedback to improve product offerings.
• Greeted customers and offered assistance for increased customer satisfaction.
• Worked varied hours to meet seasonal and business needs.
• Trained and supported new team members, maintaining culture of collaboration.
• Worked with Amazon UK Seller Support Team and my work was to create and maintain reports of our team’s performance, forecast and planning using MS Excel and implement new ideas for the improvement of process.

• Monitored customer service metrics and performance indicators to identify areas of opportunity.
• Utilized customer feedback to improve product offerings.
• Greeted customers and offered assistance for increased customer satisfaction.
• Worked varied hours to meet seasonal and business needs.
• Trained and supported new team members, maintaining culture of collaboration.
• Worked with Amazon UK Seller Support Team and my work was to create and maintain reports of our team’s performance, forecast and planning using MS Excel and implement new ideas for the improvement of process.

• I worked on Secondary Data Research using many business directories like as jigsaw, zoom-info, LinkedIn, lead411, connect-bee and many more. Managed a team of Associates and I was responsible for their leaves, attrition, quality and training. I was preparing and maintaining reports of my team of Research Associates like as their attendance report, attrition report, quality report, scorecard, training reports, downtime reports etc. I learnt Advanced Excel, Data Research & Data Extraction in Eminenture when I started my carrier. I got two promotions in Eminenture as per my performance. It was a great platform to enhance my team management skills and communication skills.