Sushmita Nigam

Key Projects Handled-

Data Analytics Application Implementation (ServiceNow Integration) (12 Months)

• Implemented data analytics platform integrated with ServiceNow
• Delivered project in multiple Agile sprints
• Integrated multiple tools into a unified system
• Improved data readiness and process automation using SQL

Enterprise Network Build & Upgrade (40+ Sites) (36 Months)

• Led network upgrades across 40+ sites
• Replaced EOL/EOS devices (LAN, WAN, routers, switches, access points)
• Conducted feasibility, implementation, validation, and decommissioning
• Ensured minimal downtime and seamless execution

Regional Data Center Migration – Singapore (10 Months)

• Led end-to-end data center migration to new RDC
• Managed scope, planning, and execution of infrastructure and data migration
• Oversaw rack & stack, cabling, parallel network build, and configurations
• Ensured minimal service disruption during migration

As an IT infrastructure Manager - Roles & resposibilities

• Delivered 24/7 global infrastructure support across APAC, EMEA, and Americas, achieving 99.9% service availability.
• Spearheaded data center modernization project, reducing operational costs by 20% while enhancing resilience.
• Migrated legacy systems to Azure and AWS cloud, improving scalability and decreasing infrastructure incidents by 30%.
• Collaborated with Sydney HQ leadership for global IT strategy alignment, reaching 99% SLA adherence.
• Provided comprehensive IT infrastructure support for enterprise services across APAC region.
• Led team of infrastructure engineers in delivering end-to-end support for servers, networks, storage, and cloud platforms.

• Implemented ITIL best practices, enhancing incident resolution, root cause analysis, and change governance.

• Directed delivery of 150+ IT infrastructure projects (network builds, OS/DB upgrades, DC migrations).
• Managed a 50-member cross-functional team, boosting SLA compliance from 94% to 99%.
• Conducted onsite workshops in Finland, aligning project roadmaps with business objectives.
• Handled major clients UPM & Johnson & Johnson, improving operational efficiency by 25%.
• Introduced automation dashboards (ServiceNow & Power BI), reducing manual reporting effort by 40%.
• Resolved critical incidents under stringent timelines, maintaining 100% business continuity.
• Automated MIS reports, saving 20+ man-hours per week.
• Built executive dashboards on ServiceNow & Power BI, improving decision-making speed by 35%.
• Noida

• Managing the Reporting team for US Customer – Johnson & Johnson.
• Automated MIS reports, saving 20+ man-hours per week.
• Built executive dashboards on ServiceNow & Power BI, improving decision-making speed by 35%.
• Designing solutions based on the request and creating/updating the reports and representing it with client.
• Taking care of SLAs, KPIs, agreements with clients, process adherence on global basis.
• Using S-NOW (service now) tool for designing of reports which includes Global Dashboards, process reports, calculation of response time.
• Well aware of pivot tables, filters, and other features of Microsoft Excel.
• Noida

• Managed a 30-member L1/L2 support team, improving resolution SLA from 85% → 97%.
• Reduced escalation rate by 40% through structured knowledge transfer.
• Daily ACD Report, Monthly Individual Report.
• Auditing the ticket Quality Parameters for the Entire Team.
• Making sure that the SLA must be intact, handling the escalations.
• Providing feedback to the clients on the Incidents that were resolved, change request that were executed and problem requests that were created for providing the RCA of the issue.
• Critical Incident Management.
• Providing on Job Training to the new team members.
• Noida

• Handling the calls, emails and monitoring alerts and making sure that the SLA was intact.
• Logging Incident Requests, Change Requests and Problem requests using IRIS, ITSM 7, and BMC Remedy 5 tools.
• Noida

• Delivered infrastructure solutions for mission-critical banking operations with zero downtime.
• Enhanced service desk efficiency by 20%, reducing repeat incidents.
• Conducted training sessions for 15+ engineers, improving team skill sets and response times.

• Supported 200+ end-users, achieving 95% first-call resolution.
• Reduced downtime by 30% through proactive troubleshooting of hardware/network issues.
• Developed technical knowledge base, cutting ticket resolution time by 20%.