Umakant Sharma - Project Manager

• Work with Shell’s Global clients on the day to day operations of ServiceNow ITOM / ITSM / ITBM delivery effectively & efficiently.
• Streamline the operations of the ITSM, ITOM services and underlying components to external customers.
• Act as ServiceNow ITSM, ITOM, ITBM, CSM and GRC functional consultant as per the requirement
• Act as a point of contact for Servicenow integration with AWS
• Responsible for establishing and leading business- critical projects for which the IT component is a major enabler.
• Ensuring that the projects deliver the expected business benefits and value whilst meeting assurance needs requirements.
• Responsible for managing deliveries according to agreed cost, quality and time commitments.
• Manage projects and understand what it takes to deliver indirectly via IT within each of the Shell’s businesses.
• Align closely with Business Analysts to determine scope and requirements and to determine the approach for the
• incremental delivery of project releases and enhancements according to IT roadmaps that are agreed with stakeholders
• such as portfolio managers and architects, as well as business user communities.
• Meet SLA compliance for delivery
• Ensure compliance with internal controls stemming from Shell s internal delivery framework but also from Internal Risk
• Management, Finance and Human Resources.
• Manage resources assigned to projects and actively involve oneself in all activities that aim to improve the line and
• function
• Ensure successful delivery of business change together with the business partners involved
• Manage IT partners and third-party suppliers ensuring maximum value whilst minimising investments
• Understanding the importance and value of information and data and ensuring that solutions enforce data quality standards, enable efficient and effective data management, and provide quality information to users.
• Work with other businesses in Shell to ensure domain synergy and alignment.
• Implement agile management ideals by facilitating exercises such as sprint planning and team leading standups.
• Manage project timelines and communicate with management staff and clients to ensure project progress satisfactorily.
• Enact delivery upon completion of projects and ensure that delivery adheres to agile practices maintained by the company.
• Oversaw software developers’ progress on applications and applied principles of agile methodologies to keep project on track.
• Coached team in optimal time utilization through concepts of scrum and agile management methodologies.
• Led sprint reviews and daily scrum meetings to touch base with whole team and ensure that all members were performing satisfactorily.
• Trained team in employing agile and scrum practices to improve work flow.
• To align with the escalation process and meet SLAs w.r.t compliance & delivery.
• Responsible in managing resource optimization.
• Focus on project opportunities and transformation initiatives w.r.t upsell & cross sell
• Conduct health check on regular basis w.r.t process
• Ensuring WOW experience to the Customers & Stakeholders
• Optimize cost through worthwhile solutions by constant alignment with technologies Lead / Service Owner
• Responsible for Monthly governance review and presentation

• Handling $bn accounts within India and Onshore
• Control all projects w.r.t ServiceNow Implementation
• Managing Stakeholders across the Globe handling multiple accounts in USA, Kenya, Bulgaria, India
• Co-ordinating with multiple teams across the Geography
• Implement agile management ideals by facilitating exercises such as sprint planning and team leading standups.
• Manage project timelines and communicate with management staff and clients to ensure project progress satisfactorily.
• Enact delivery upon completion of projects and ensure that delivery adheres to agile practices maintained by the company.
• Vendor management for the entire project Lifecycle
• Ensure scope, schedule and costs are reasonable and achievable.
• Leading the Team of Architects and Senior Consultants
• Oversee the administration and maintenance of IT infrastructure.
• Deep involvement in Business meeting and Communications Management
• Build and maintain vendor relationships and manage the purchase of hardware and software products.
• Perform periodic reviews pre and post project to make sure that the project is on target.
• Single Point of contact for the client for day to day activities from technical and management perspective.
• Establish and maintain high performing team and serve as project advocate within organization.
• Responsible for UAT, OAT, Regression Testing and Load Testing
• Identifying user training needs and devising and managing user training programmes.
• Resolving cross-functional issues at project level.

• Major involvement in Planning and Project Scoping throughout the Project
• Deep involvement in Project Activities since Project Kick off / Project Charter till the Project Closure
• Control all projects w.r.t BMC Remedy Installation & Deployment, SAP BI and ECIL
• Documenting SOW for the Project
• Implement agile management ideals by facilitating exercises such as sprint planning and team leading standups.
• Manage project timelines and communicate with management staff and clients to ensure project progress satisfactorily.
• Enact delivery upon completion of projects and ensure that delivery adheres to agile practices maintained by the company.
• Vendor management for the entire project Lifecycle & Perform extreme SWOT Matrix analysis
• Participate in business meetings with various stakeholders.
• Deep involvement in the Project with respect to Technical as well as Management perspective
• Tracking & Driving the Project on daily and Weekly basis
• Analysing the Risk involved in the project from all aspects (e.g Scope, Schedule, Quality e.t.c)
• Aligning the Resources and tracking the Resource Optimization on the Project
• Tracking Scope and Cost of the Project and discussing the same with the Stakeholders to meet the consensus.

• Control all projects BMC Remedy Installation along with supported Software installation & Configurations.
• Documenting SOW for the Project
• Vendor management for the entire project Lifecycle
• Capacity Management of the Hardware and Software.
• Ensure scope, schedule and costs are reasonable and achievable.
• Ensure Project Management based on the kind of Project (T&M and FB)
• Perform extreme SWOT Matrix analysis
• Participate in business meetings with various stakeholders.
• Leading the Team of Architects and Senior Consultants
• Implement agile management ideals by facilitating exercises such as sprint planning and team leading standups.
• Manage project timelines and communicate with management staff and clients to ensure project progress satisfactorily.
• Enact delivery upon completion of projects and ensure that delivery adheres to agile practices maintained by the company.
• Control all projects w.r.t ServiceNow Implementation
• Functional Consulting of the Product w.r.t ServiceNow, BMC Remedy, SAP BI
• Oversaw software developers’ progress on applications and applied principles of agile methodologies to keep project on track.
• Coached team in optimal time utilization through concepts of scrum and agile management methodologies.
• Led sprint reviews and daily scrum meetings to touch base with whole team and ensure that all members were performing satisfactorily.
• Trained team in employing agile and scrum practices to improve work flow.
• To manage and set up IT Infrastructure of Mumbai, Bangalore Office and connectivity between US and India office.
• Oversee the administration and maintenance of IT infrastructure.
• To strategize, plan, develop and implement the company’s IT Ticketing System & and infrastructure plan.
• To manage and mentor the IT support team.
• To evaluate user, need and system functionality.
• To ensure that all the facilities meet the needs of the end user with appropriate advice & support.
• Introducing and installing new system upgrades and security backups for hardware and software systems.
• To ensure the smooth running of all the systems, including anti-virus software, print services and e-mail provision.
• To adhere the software licensing laws.
• To provide secure access to the network for remote users.
• To manage crisis situations, this may involve complex technical hardware or software problems.
• To oversee troubleshooting, system backups, archiving, and disaster recovery and provide expert support whenever necessary.
• Build and maintain vendor relationships and manage the purchase of hardware and software products.
• Manage the purchasing of all software, hardware and other IT supplies including licenses
• Updating and upgrading with the latest Technologies.
• Dealing with Requests for Change (RFC) being a member of Change Control Board
• Perform periodic reviews pre and post project to make sure that the project is on target.
• Single Point of contact for the client for day to day activities from technical and management perspective.
• Define objectives, requirements and assumptions necessary to structure management project.
• Plan, schedule and control activities to fulfil identified objectives applying technical, theoretical and managerial skills to satisfy project requirements.
• Establish and maintain high performing team and serve as project advocate within organization.
• Ensure alignment on project goals and deliverables.
• Responsible for UAT, OAT, Regression Testing and Load Testing
• Project assessment and consultation from technical as well as management perspective
• Identifying user training needs and devising and managing user training programmes.
• Resolving cross-functional issues at project level.

• Define Road map for the Project Delivery (w.r.t BMC Remedy / ServiceNow)
• Extensive involvement in the Product Development Lifecycle and Project Management Activities
• Ensure Project Management based on the kind of Project (T&M and FB)
• Responsible for Vendor Management and People Management.
• Conduct Weekly meetings for risks associated with the Project
• End to end Client Management and Vendor Management
• Installation and configuration of Service Desk, Asset, Problem, Change, and Approval
• Single Point of Contact for the technical tower for the Customer Management.
• Ensure proper communication and quick resolution as a crises manager.
• Managing Product and project Lifecycle
• Extensive Involvement in Product Management
• Drives day to day operations and work plan allocation/management.
• Conduct periodic reviews with teams.
• Weekly and monthly status reports to higher management.
• Participate in business meetings with various stakeholders.
• Take corrective actions based on customer satisfaction survey.
• Responsible for UAT, OAT, Regression Testing and Load Testing
• Drive service improvement programs
• Ensure adherence to quality/security standards defined for the engagement.
• Perform trend analysis, identify top few and work with respective teams/individual to minimise the incidents.
• Effort estimation/reviews on need basis for new projects.
• Developing Custom Forms and Workflows with respect to Integration with BMC Remedy ITSM
• End to End Implementation of BMC Remedy ITSM with along with other BMC products or other tools.
• Risk Assessment during the all phases of the project Lifecycle

• End to End Product and Project Management
• Ensure Project Management based on the kind of Project (T&M and FB)
• Conduct Weekly meetings for Project progress
• Aggressively involvement in Product Planning and Product Deliverables
• Defining Roadmap for the Project Activities
• To manage and set up IT Infrastructure of Mumbai, Bangalore Office and connectivity between US and India office.
• Oversee the administration and maintenance of IT infrastructure.
• To strategize, plan, develop and implement the company’s IT Ticketing System & and infrastructure plan.
• To manage and mentor the IT support team.
• To evaluate user, need and system functionality.
• To ensure that all the facilities meet the needs of the end user with appropriate advice & support.
• Cost Estimation, Budget Analysis, Process Compliance and Resource Management of the Project
• Preparing Request for Proposals (RFP) & Request for Service (RFS)
• Effort Estimation on various activities
• End to end Communication Management plan and Escalation Management Plan
• System Integration Testing planning for different mobility products
• Defining and Designing the Solution strategy for Automation of the CSDP and its Integration with BMC Remedy
• Analysis of the Product Integration and Design
• Defining and Designing the Reporting Architecture for the data collected from Nodes
• Estimating the Cost, Time and Resource management for Customer Service Delivery Platform (CSDP)
• Technical solution documentation (E.g. Requirement Specification, Acceptance Test Specification, Design Specification etc)
• End to end solution delivery (Development, Deployment and Integration)
• Deep involvement in UAT, OAT, Regression Testing and Load Testing
• Project Management, Product Management and Technical team management
• Risk analysis, Impact analysis, Financial and budget analysis for projects
• End to End Implementation of BMC Remedy ITSM with along with Trouble Management System and IBMS.
• Installation and Configuration of SAP BO/BI 4.1 with BMC Remedy ITSM Modules

• Troubleshooting on the SaaS (For BMC Remedy)
• Replicating issues as per the customer Environment
• Assuring the quality of the Project Delivery
• Effort & Cost Estimation of the Project.
• Analysing the Risk involved in the Project
• Closely working as per DMAIC being a product-based company
• Resource allocation for the project/cases as per the project estimation
• Reproducing the Test Cases sent by the customers to justify the defects and prioritising them accordingly for the hot Fixes.
• Working as Single Point of Contact between the Customer / Vendors and the R&D team.
• Streamlining the process of escalation between the vendor and the Technical team.
• Working on Escalated cases as per the Project Life Cycle
• Using Remedy Developer Plus, exploring the relationships (or cross-references) among objects in an application, Search for objects, Explore workflow execution flow. Identify inefficient queries, creating documentation in RTF, PDF, or HTML formats for all objects loaded in Remedy Developer Plus, Creating documentation for specific object cross-references, execution flows, Analyser results, or search results.
• Working closely and coordinating closely with the Developers and the R&D team for bugs and fixes.
• Handling Complex and Critical customer technical issues related to Product. Manual Testing of Product and new Patch sets.
• Once the product is underway the testing mode, co-coordinating with the Developers in Build release and uploading the same on the ftp site to fulfil the customer’s requirement and verifying that it resolves his issue
• Troubleshooting the installation and integration issues of the ODBC driver with third party tools like Crystal Reports, MS Access, MS Excel or with BMC Remedy
• Working on the escalated cases from the partner companies and taking backline escalation from the L1 team.
• Reproducing the Test Cases sent by the partner / customer and raise Bug/Defect or RFE if needed, working with the R&D for HotFix possibility.
• Testing and troubleshooting the issues and providing workaround and help with point specific customization to the customers and partner companies.
• Install, Administer and maintain the VMWare Test Machines (ITSM Application/AR System/)
• (Windows, Linux and Solaris).
• Create Test Systems as per the client’s environment (Operating System, Database, Java Runtime Env., Application Server, Remedy Server (ARS), Remedy Client (User Tool), Mid-Tier, ITSM Application) on VMWare Server.
• Create new Knowledge Base document for issues resolved.
• Train the new Employees and deliver TOI (Transfer of Information) time to time on the remedy product line.

• Troubleshooting on Wireless and Wired Networking and Bluetooth connectivity
• Installing and configuring the HP All-In-Ones and Scanning Devices in Adhoc Network and Infrastructure Network.
• Troubleshooting on Bluetooth connectivity of Devices in same/different network.
• Writing the Knowledge Articles for the core issues
• Testing client’s issues at our end with the similar environment.
• Troubleshooting on errors that arise during network connection
• Resolving issue at the client end through Remote Connectivity.
• Configuring the devices on the network using the WEP Key
• Training upcoming fresher for the process
• Working on Escalated Cases of the team
• Troubleshooting issues from Client as well as Server perspective