Ritu Achal Kumar Jhatta is a Project Manager with over 9 years of experience in IT Service Management, ITIL process consulting, and project management. She has expertise in implementing ITIL processes like major incident management, problem management, change management, release management, and SLA management. Her experience includes roles at WebEngage, Visionaire FZE, Computer Science Corporation, EfrontData India, and Directi Internet Solutions. She is certified in PMP, CCNA, and ITIL v3 and holds an MBA and B.Com degree.

1. RITU ACHAL KUMAR JHATTA
Mobile: +91 7838216199;
Email: ritujhatta30@gmail.com
ABOUT ME:-
I know the future of Management& Technology inthisModern world. Idreambig anda motivated
dreamercan make thingshappen. Iam opento learnnew thingsandalwaysupfor challenge.
Soft Skills:- ProblemSolving/Organising/Communication/Positive attitude/Creative,
Innovative/Motivate/Adaptability/Teamwork/Conflict Resolution/Critical Observation.
WorkingSkills:- ProjectManagement/Project Planning/ProjectCoordination/Networks-
Routing/Switching/Business Analyst/Service Management.
Executive Summary
My areaof expertiseisProjectManagement, ITILProcess ConsultingandService Delivery.
I have assumed several rolesduringmy9+Years of IT experience includingrunningmultiple projects
and differentprocess withinITService Management.
In mymost recentassignments Ihave been focusingonITILProcess ConsultingandITSMProject
Management. Ihave worked extensivelyinimplementingITILMajor Incident, Problem, Change,
Release andSLA Management.
Area of Strength
TECHNICAL  IT Service Management
 ITIL V3 Service Strategy, Design,
Transition, Operation andCSI
 ITIL Incident, Problem, Change,
Release, Configuration Service
Desk, Service Level, Capacity,
Performance, Business Recovery,
Availability
 Enterprise Infrastructure Architecture
 Technology infrastructure Assessment,
Planning, andImplementation
 Capacity PlanningandPerformance
 Operational AssessmentandManagedCare
Outsourcing
 Data CenterConsolidation
 DisasterRecovery Planning
BUSINESS  Service Strategy andDesign
 Organization Maturity Change
 StrategicInitiatives
 ProfitImprovement
 StrategicBusiness Planning
 ProjectManagement

2. Professional Certifications & Education
❖ PMP
❖ CCNA
❖ ITIL V3.0 Certified.
❖ Post Grad. MBA –ICFAI.
❖ Grad. B.COM
IT Management Tools
Remedy 8.0
Service Now
MS Project
SalesForce
Parature
Zen desk
Professional Experience
Organizational Experience:
Organisation Designation/Role Period From Period To
WebEngage, Mumbai Manager – Technical
Support
Dec 2015 Till date
VisionaireFZE, Jebel AliFree Zone,
Dubai
Manager-IT Service Jun 2015 Oct 2015
ComputerScience Corporation,CSC,
Noida
Global Release Manager Apr 2014 May 2015
EfrontData IndiaPvtLtd, Mumbai
Account Manager Jun 2011 Jan 2014
Directi InternetSolutions PvtLtd.,
Mumbai
Web Solution Specialist – L
2
Aug 2007 May 2011
➢ Key competencies
o Critical thinking and problem solving skills

3. o Planning and organising
o Decision-making
o Communication skills, Conflict management Asset & People & Vendor management
o Influencing and leading
o Team work & Adaptability
o Hands on with MS office suite, MS project, JIRA & Salesforce
➢ Projects
Project: ProcessEngineering|09 months, (Sept2014– June 2015) CSC
Role: Project Owner
Technology: ITIL V3.0
Description:ImplementingITSMand ITIL framework, designthe layoutof Incident, Change, Availability
and SLA management for 5 major clients, RMG, Arcelormittal, BHPB Billiton, CSC Internal and QBE
Peak Team Size: 15+
Key Achievements:
o Design of Incident handling, RACI Matrix, Escalation Matrix
o SLA, UCs & OLA of customer, vendor and inter verticals
o Draft process, policies, and WI to ease team’s work
o Draw analysis of report and provide improvising plan
o Providing adequate tools for managing processes
o Draft the Root Cause Analysis report, Problem Management process.
➢ Projects
Project: ProvisioningManpower|06months, closed,( Aug 2012 – Jan 2013)Change policies
Role: Project Owner
Technology: Six Sigma Green Belt
Description:Completeunderstanding, designing, andanalysisof change managementprocess toreduce
approval time cycle.
Peak Team Size: 10+
Key Achievements:
o Draft the Change Management Process and approval levels in CAB
o Analyse the cause for delay in implementation of change
o Change in approval cycle, reduce in number of approvals
o Reduction in manpower and time in approvals achieved via. Lean technology
o Report on manpower projection for the forthcoming quarters and plan resource balance.
➢ Projects
Project: Release & Deployment(ProjectMgmt Deliverables) |12months, (Dec2012 – Nov 2013)
Efront
Role: Project Owner
Technology: Project Management
Description:Designingastructured approachtothe planning, development, build,configuration, testing
and deployment of change items to create a set of release components to be deployed into an IT
environment.

4. Peak Team Size: 15+
Key Achievements:
o Develop project scope documentation to build guidelines and support for deployment of
Releases
o Plan Development cycle, Development Cycle Restrospective, Development Progress and
Defect Review Standup
o Design the Test cycle, Implementation walk through and Post Implementation Review.
o Set up the project kick off meeting and build communication between the Environment
Control Board, CAB, Infrastructure Release Interlock and RAB
o Design internal documentation, approval levels and the feedback loop
o Report for management review.
| Support Manager| WebEngage | Dec 2015 – till date |
• Review the Standards, Implementation Designs, Service Support Documentation before the
release go live.
• Responsible for governance of the project lifecycle and ensuring compliance with process and
ITIL standards.
• Coordinated in creation of proper Support Matrix for each Service and ensuring proper transitionto
Operations and Validating roll back plan prior to Deployment/Go-Live.
• Provide management oversight of the Application/Infrastructure release process, including
delegation of responsibilities todifferent stakeholders to ensure successful delivery of the release.
• Imparted and Facilitated Release Process training to the Project teams and Stakeholders
to enable/ensure better Process adherence.
• Responsible to provide track project and provide update on release activities.
| Manager – IT Services | Visionaire FZE. | Jun 2015 – Oct 2015|
Infrastructure management-TheProjectstartwiththe PMsettingaup a kickoff meetingwiththe
CustomerTeam. Inthismeetingwe gatherthe highlevel requirementforthe project, the expected
timelineandunderstand the visionof the customer.
Once we have the highlevel requirementthe PMropesinthe SME’s required tocarry out the task and
discussthe highlevel requirementwiththem
Thisprocess continues till the time the requirementisfinalized andthe scope of workisfrozenandthe
RISKS/ASSUMPTIONS are identified onbasisof whichthe PMcreatesthe ProjectDefinition Document
and the Work Order
Once we have the required approval fromthe Customertostart the work the PMcreatesa Project
work book whichidentifies anddefines the actionitemsforthe projectandassigns itto the
correspondingstakeholder. ThisPMtracks the progressoneach of these itemsthroughweekly status
callsand provides timely updatestothe customeronthe progress and alsoprovides headsupincase
the PM identifies ariskor issue inthe Project.
The manger IT services isthe single pointof contactfor the customerforall issuesandqueries related
to the ongoingProject
.
ProjectThesis:
Followingisdetaileddescription of LandMark projects thatI have handled

5. ProjectTitle VMware farm setupinSheikhZayedUniversity-Dubai
Company Visonaire
Client SheikhZayed University
Period June 2015 – October 2015
Role Project Manager
ProjectDescription The scope of thisprojectwasto procure andsetup2 HP Blade Enclosure
c7000 and 6 HP ProLiantBL685c Blade servers andinstall andconfigure
VMware vSphere onthe blade servers tohosta VMware farmfor University.
The university site iscritical. Thereforeany infrastructure change atthissite
has to planned suchthatthere are nounscheduled outagesandthe
downtime iskepttominimum.
In orderto achieve thatI devised the followingapproach
- Identifyingthe Riskswhile freezingthe scope of the projectand
engagingall the stake holders a) toeradicate the riskor b) to create
a mitigationplan
- Keep the university ITteamand Application teaminvolved ineach
stepof execution topreventsurprises
- Have properChange Managementticketstotrack and logeach
majoractivityand EUC’s (EndUser Communications) tokeepthe
End User informed
Responsibilities ProjectManager:
- Identifyingthe stakeholders.
- Requirementgatheringwiththe stakeholders
andCreatinga projectplanas per the requirement
- Work withIT teamto getthe quotation
fromthe Vendorforthe H/W andservices
- Create the ProjectDefinition Documentation andCEW( Cost Estimation
Workbook) tosummarize the effortandpricingof the project
- RiskIdentification, itsanalysis
andcategorization, finally have amitigationplan.
- Issue Management
- Monitoringthe delivery toensure thatitisas per the projectplan.
- Raise Change Requestwheneverrequired
- Mentoringthe staff

6. Challenges Faced Followingare the ChallengesFacedduringthe Project:
- The First Challenge wastowork withUniversity ITteamtoFinalize
the H/W BOM and getthe serverRoomat the site ready to hostthe
H/W
- In Dubai the Standardconfiguration of HP Blade serverisdifferent
fromthe one inSharjahand there isa significantprice difference
too. Therefore oncustomerobjection Igotthe issue escalated and
got HP to change and match the customerrequirement.
- Work withHP to getthe H/W delivered intime sothatwe could
meetthe projecttimeline
| Global Release Manager | CSC | Apr 2014 – May 2015|
Delivervalue addedsolution thatfocus onIT Service Management, Business Transformation and
Organisational Change ManagementbasedonITILbestpractices that focus on the people, process,
technology andinformation perspectives of providingintegratedorganisation widebusiness solutions
withinthe ITinfrastructure forclientsinthe WesternRegion. Thisincludes all aspectsof ITSMbest
practices and methods fromanalysis, througharchitecture anddesign, toplanning, implementation,
and support.
DeliverITServices Management(ITSM) solutions basedonITILbestpractices that focus on the people,
process, andtechnology andinformation perspectives of providingintegratedorganisation wide
business solutions withinthe ITinfrastructure. Thisincludes all aspectsof ITSMbestpractices and
methods fromanalysis, througharchitectureanddesign, toplanning, implementation, andsupport.
| Account Manager | E Front Data India Pvt Ltd | Jun 2011 – Jan 2014|
• Develop anddocumentation of the process reengineering, buildingknowledge base andsolutions on
ITIL framework.
• Extensive involvementinmanagingalarge teamacross regions fordelivery of focused business
objectives throughthe projects.
• Deploy all aspectsof ITSMbestpractices and methods fromanalysis, througharchitecture and
design, toplanning, implementation, andsupport.
• Delivered multipleITILcertification trainingcourses.
• Managing teamsacrossthe global, recruiting, trainingandday-to-dayoperations
| Web Solution Specialist – L 2| Directi Internet/Network Solutions Pvt Ltd | Aug 2007- May 2011|

7. • Handling400 customer’s hostingservices, VPN, InternetandLease LinesNetwork and
troubleshooting there problems.
• Troubleshooting the WAN &LAN relatedissues, thisincludes all Routing, Switching, Firewalls,
IpsecVPN, GRE Tunnels, DMVPN, Connectivity issues,Internetrelatedissues.
• To Test T1 andall fractional circuitsthose are domestictoUS.
• To work onthe Proactive andCustomerGenerated Tickets.
• ResolvingRoutingandphysical layerrelatedproblems.
• To coordinate withBackbone Teamtoresolve customerproblems.
• To work oncuttingedge technologies likeFrame-Relay, ISDN, MPLS&VPN includingCisco
and nonCiscoproducts like-Nortel, Airlink.
• ConductingPeriodicreviews withthe customerandto analyze callsandtheirtrends totake
proactive measures toreduce knowledge-basedcalls.
• Suggestingimprovements inthe operations andprocesses tomake the systemfull proof.
• To manage a teamof Analysts,Sr. analystsandto providingthemrequired trainings and
guidance toensure customersatisfaction.
Achievements & Personality Traits
➢ Achievements
o Reward of excellence for SLA design.
o Letter of Appreciation: For excellent performance on Service Catalogue design.
o Extra miles: For reduction in CR approval cycle.
o Thanks a Zillion: for customer support and delivery
➢ Personality Traits
o Quick Learner ~ Team Facilitator ~ Flexible Mind-set ~ Resourceful ~ Smart Worker