Sulabh Gupta

• Managing multiple ServiceNow Implementation projects in parallel following the Agile methodology
• Working with the consulting teams, helping in solution designing for the upcoming projects, helping with drafting SOWs, Reviewing Project Contracts and executing the change requests
• Owning the IT Service Management processes, Resource Management, Risks & Issues, addressing projects’ escalations and managing the Reporting Activities
• Overseeing the Operations Support as an additional responsibility

• NCR Location SPOC for all ServiceNow Projects, helping with the project resources, project infrastructure& building up ServiceNow capability as per the varying business needs
• End to end Project Management of the ServiceNow Development projects for multiple international clients
• Liaising and coordinating with the Client POCs, Consulting Teams, Project Vendors and internal teams to ensure the smooth service delivery
• Transitioning of client businesses from into cognizant – managing the handovers, streamlining processes during the transition

• Working as the Agile PM for a reputed client - Leading the day-to-day Project activities / Driving the PBI discussions, Sprint Planning and Scrum Meetings
• Prioritization, Scheduling, Risk assessment, retrospective session and joint reviews of the completed and ongoing sprints
• Managing the ServiceNow development project in an Agile environment – transition of ITSM processes and IT Infrastructure to ServiceNow
• Also worked on Ecommerce Development Project

• Responsible for project management of Network implementation projects through the PM methodology phases, planning, execution, deployment, and closure
• Writing the Project Management and Business Analysis documentation for the clients
• Worked extensively on Vendor/Supplier Management processes from BoM validation through Order confirmation
• Responsible for the Service Delivery reports, Governance Meetings, Escalation Handling, Audit & Compliance notices, TNI and Training reports
• Responsible for the Project specific recruitment and building internal capabilities

• Incident manager for all P1 and P2 incidents
• Defining and streamlining the Service Management processes and how the incident management process will interface with other Service Management processes like Change, Knowledge and Problem etc
• Stakeholder management and managing the communication with the Senior Management
• Incident Documentation and coordination with internal and vendor teams to facilitate an early resolution

• Bachelor of commerce and business management 
• Computer science & Environment were the additional subjects

• Post Graduate Diploma in Business Administration

• Excellent communication skills gained through my experience of interacting with clients, vendors, team members and senior management

• Excellent leadership and People Management skills (currently responsible for a team of 12 people)

• Good command of Microsoft Office™ tools and BMC Remedy, JIRA, Confluence, HPSM, Azure DevOps, ServiceNow & other cloud based ITSM Tools
• Very good knowledge of Sharepoint and MS Visio
• Working knowledge of MS Project

Certification

Presentations

Seminars

Work Permit

Agile Product Owner (Agile PM/PO), ITIL V3 Foundation, Agile Scrum Master

ServiceNow Application

PMP/ Project Management Professionals, Six Sigma, People Handling Skills, Workplace Diversity

Authorised to live and work in Portugal, EU