Sumi James

Customer: Real Estate Provider (Oct’21 till date). Role 1: Project Manager for Cloud, Salesforce Development and DevOps support. Responsibilities include end-to-end planning and delivery, managing risks, issues, and dependencies between multiple vendors & Geographies (US, Asia). Coordinated distinct functions (HR, Engineering, Finance, Infrastructure & Operations, Sourcing, and third parties/vendors). Tracked project performance, created comprehensive project metrics, and managed SLAs & KPIs. Role 2: ITIL Process Consultant (Apr’19 – Sep’21). Developed a framework (built upon ITIL) to maintain Knowledge management for service-related issues. Improved service value since escalations, reducing them from 100% to 40%. Customer: Transportation & Logistics (Feb’18 – Mar’19). Job Title: Associate Project Manager. Project: WTMS FYE19 TechMod (Fixed Bid Migration project). Executed and delivered specific deliverables as defined within Project Scope. Facilitated Release Planning, Sprint Planning, Backlog Grooming, Daily stand ups, and Retrospective meetings. Identified changes/impacts due to various reasons (analysis/design changes, n/w or implementation issues/delays, customer code refactoring issues, and AJS version changes). Data Reconciliation, publishing, and analyzing weekly productivity and quality metrics. Root cause analysis of Project productivity issues and defects. Maintained high ED score by continuous monitoring monthly project delivery and assurance based on Customer Commitment through OptimUST. Planned project onboarding activities and provided training to project team. Customer: Multiple customers of UST (Jun’15 – Jun’17). Job Title: Process Enabler Manager, Delivery Excellence/ Corporate Quality. Conducted periodic reviews to assess Product quality, Process Quality, Customer dimension, and Financial Impact. Enabled Project Managers to capture the right metrics & dashboards related to project life cycle. Expert in identifying critical issues and risks of the

Worked on projects including GA WMS Day 2 (Migration & Enhancement), Medicare Part D – APM (Development & Enhancement), and ProServ Retail Margin (Development & Enhancement).