Vipin Kumar Upadhyay

Project Manager I Service Manager l ITIL 4 Foundation I CSM

Certified
A-128 , Gali-40, 3rd floor , Uttam Nagar, New Delhi-59 | +91 9958733011 | [email protected]
 linkedin.com/in/vipin-upadhyay-80240518/

Work experience Profile summary:

Project Manager Nov 2015 - Present MCA Graduate with total experience
of 14+ years into Project
HCL Technologies Management, IT Service
Successfully managed the Import Sourcing, Speciality Sales, and New Stores Portal Management, Business Analysis &
project for Lowes USA, ensuring timely and high-quality delivery within project scope and Quality Assurance
timelines. Knowledge of software development
Facilitated daily scrum, sprint planning, and retrospective meetings, ensuring adherence lifecycle models - Agile and Waterfall
to Scrum theory, practice, and guidelines. methodologies
Collaborated with cross-functional teams to enable collaborative processes and remove Skilled in Service Now Ticketing &
impediments for the scrum team, ensuring efficient and effective project execution. reporting, JIRA, QTP , ALM , Azure
Participated in Scrum across teams, highlighting and addressing impediments to ensure Dev-Ops- Project Management
smooth project progress. Experience in Scrum Project
Led and facilitated all Scrum ceremonies, including planning, daily standup, grooming, Management & ITIL Process Such as
demo, and retrospection, ensuring correct adoption and maximizing team productivity. Incident/Service
Supported the Product Owner in maintaining the Product Backlog and defining user Request/Change/problem
stories, ensuring alignment with project goals and objectives. Management , Project Management ,
Monitored program progress against key governance milestones, proactively managing Business Continuity Planning , DR
risks and implementing post-project review actions as necessary. activity
Provided financial reports and budget outlines to leadership, analyzing financial data to Worked in Manufacturing ,
ensure effective resource allocation and cost management. Education & Retail verticals and
Oversaw the development of the project, ensuring efficient task execution and responsible for managing projects
adherence to company standards. for customers across Sweden, North
Created and implemented frameworks and methodologies to ensure comprehensive America and UK
and consistent project and program management across different initiatives. Worked on Onsite assignments at UK
Established and managed assurance reviews at appropriate points during and after and Sweden for gathering business
projects and programs, evaluating progress and methodologies to inform overarching requirements and requirement
governance. analysis and Trainings
Ensured the validity of information gathered from projects and programs, assessing
their likelihood of achieving their aims.
Operated an effective realization framework and resource management framework,
optimizing project outcomes and resource allocation. Education
Provided regular program updates to key stakeholders, ensuring effective MCA -
communication and alignment throughout the project lifecycle. HIMCS, Mathura, Dr. BRA University
Agra - 2000
Service Manager Sep 2009 - Nov 2015 M.Sc.(Math’s)-
HCL Techologies St. John’s College, Agra, Dr. BRA
Project: Ebookers University Agra-1997
Client: Ebookers, UK B.Sc. -
Team Size: 20 Saraswati Degree College, Hathras,
Dr. BRA University Agra- 1995
Roles and Responsibilities:
Intermediate-
Successfully managed the delivery of ITSM processes for a portfolio of 60+
manufacturing-based applications, ensuring adherence to obligations, metrics, and SLAs Saraswati Inter College, Hathras, U.P.
outlined in contracts. Board, Allahabad- 1992
Led a service delivery team of 40 resources, effectively coordinating their efforts to meet
High School-
service request, incident, problem, change, and control requirements.
Collaborated with developers, product managers, and operations engineers to define, Saraswati Inter College, Hathras, U.P.
manage, and execute milestones for each release, ensuring timely and successful Board, Allahabad-1990
product launches.
Established release management processes in collaboration with development teams,
streamlining the release calendar and ensuring smooth coordination across platform
teams.
Oversaw account-related activities, including resource onboarding, arranging training
sessions, knowledge upskilling, competency gap analysis, PMR, business continuity
 planning, disaster recovery, and SDL audits.
Identified and implemented service improvements in current ITSM processes across
applications, resulting in improved customer satisfaction.
Analyzed incident ticket reports and corresponding metrics, such as incident/service
request throughput, ticket backlogs, average time to respond/resolve (MTTR), SLA
response time, SLA breach, and problem tickets.
Proactively identified risks and issues for release activities, leading the release team in
developing risk management and issue resolution plans.
Coordinated go-live activities, including release planning, deployment, and rollback,
ensuring smooth and successful product launches.
Collaborated with business partners and global stakeholders to drive cross-workstream
escalation and issue resolution.
Created, managed, and updated program execution roadmaps, business continuity
plans, and security audits.

Test Manager April 2005 - Aug 2009

Tecnovate eSolutions Private Limited
Created Master Test Plan and Detail Test plan and involved in Preparation of DSR and
TSR. Handled the team. Involved in Defect triage meetings and client meetings. Testing
using Simulator and Perfecto -mobile. Testing of different android mobiles. Testing of
iPhone, iPad on different IOS.
Performed Functional Testing, Integration Testing, GUI Testing & Regression Testing.
Validation of Risk, Assumptions and dependencies. Creation of Traceability matrix.
Coordinated with test & development team for efficient resolution of open issues.
Prepared daily and weekly status. Coordination between onsite-offshore test team.
Analyzed Business and System Requirement Specifications
Involved in creation of Performance Test Plan
Created the Test Scenarios based on the End-User Transactions
Involved in Execution and reviewing the Test Scripts
Involved in the analysis for system and application bottlenecks
Prepared of the Test Summary Report
Participated in project review meetings & discussions
Black Box testing for all countries of Ebookers including Sanity, Functional, Performance,
GUI and System Testing, Regression, Re-testing, Compatibility Testing, Integration, User
Acceptance etc.
Involved in AFO and Car bookers and Insurance bookers Releases.
Uploading source files from Staging to QA server and QA server to Production Server
using tool called Uploader tool.
Trunk updation, merging and creating Release Tags using SVN server.
Executing Test Cases.
Bug Reporting through JIRA.

Certifications
AWS certified Cloud Practitioner
ITIL 4 Foundation Certified
Certified Scrum Master
HP Performance Center User Site-(HP0-M17)
HP Load Runner 9.0 Certified-(HP0-M19)
HP Load Runner 9.0 Certified-(HP0-M18)
HP Quality Center 9.2 Certified-(HP0-M15)
HP Quick Test Professional 9.2 Certified-(HP0-M16)
ISTQB certified foundation level
CCNA (Cisco Certified in Network Associate)

Hobbies & interests

Listening Music, Travelling

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