1. Rahul Sharma
276-B,MIG Flats
DG-II Society, Vikas Puri.
New Delhi - 110018
shreshthgautams@gmail.com
+91-9999 264 364
PROFILE
Proactive,performance-drivenprofessionalwith5.5years’progressive expertiseinproblem
solvingforPrivate,I.TInfrastructure Services,andstart-upoperations.Keenunderstandingof
businesspriorities,genuineteamplayercommittedtomanagingoperationsandprojects
flawlesslywhilecontributingtorevenue-producingactivities.Cross-functional communicator
easilyinterfaceswithhigh-profile staff,vendors,andcustomers.Versatile,innovative,andloyal
managementprofessional able tosee the “bigpicture”whilestayingontopof all the details.
Recognizedforconsistentsuccessindevelopingthe processesand procedurestostreamline
operationsandenhance revenue performance.
EDUCATION
• Post-GraduationDiplomainBusinessAdministration –PGDBM(Finance &Marketing
Management) fromMAISM(Jaipur,Raj.).
• Masters incommerce fromAgra University.
• Bachelorin Commerce fromAgra University.
EXPERIENCE
Overall 6+ yearsof experience incustomersupportandRemote Infrastructure Management
serviceswithleadingITServicesOrganizationsandBPOs.The breakdownof the total experience
isas follows:-
Amway India, GurgaonHaryana. (Payroll NetconnectPvtLtd.)
July 2015 – Present.
INCIDENTMANAGER
• Single pointof contactfor CustomerEscalation.
• Provide oversight to ensure that IT Systems are operating with proper visibility, deliver
incidentdetection,responseandresolutionaccordingtoservice level objectives.
• Implement, engage, and drive continual improvements for Incident Management, Change
Requests,ServiceAvailability,andSystemsConfiguration.
• Identifyandtrack incidenttrendsand problemsasthey relate to service deliveryandsystem
performance.
• Review problem tickets and other reports/tools to identify existing or potential risks to
systemsavailability.
• Follow and enhance processes that measure, monitor, and report on the availability and
performance of all IT systems.
• Participate inprojectimplementationsasneeded.
• Facilitate andensure all ITsystemsadhere toconfigurationmanagementguidelines.
• Facilitate successful change inthe ITenvironmentthroughproactive Change Management.
• Manage incidents to restore service as quickly as possible with minimum disruption to the
businessandcommunicate incidentstatus,resolution,andbusinessimpacttomanagement.
2. • Provide detaileddocumentationof incidentsaccordingtoguidelinesfollowingresolutionand
provide feedbacktoimprove andmaintainthe IncidentManagementprocess.
• Work closelywithITresourcestodrive issuestorootcause throughproblemmanagement.
• Ensure customer impact is clearly understood and communicated, ensuring risk mitigation
strategiesare placedintoservice throughchange management.
• HandlingService TransitionforEurope ITsupportFunctionto IndiaService Desk.
• Knowledgetransferof the entire process.
• Implementingthe centralisedservice deskforTier1andTier2 Support.
• Managing the teamof Service DeskEngineerstodeliverthe servicesasperthe agreedSLA.
• Ensuringthe qualityof the servicesare maintained.
• RemedyIncidentQueue Management.
• Monitoring,measuringandreportingonefficiencyandeffectiveness the servicesdeliveredas
perthe calculative parameters.
• Providesawarenessandguidanceconcerningthe processandaddressesprocessissueswithin
the team.
• Handling knowledge transfer for new resources coming on board and facilitation ad-hoc
trainings for Technical Fulfilment Groups for any updates or refresher trainings for better
understanding.
• ProblemCo-ordinator(Pro-active andreactive).
• Critical Incidentmanagement
• Service Requestmanagement.
• Ensuringthe continuityof the servicesbeingdelivered.
• Root Cause Analysis.
HCL Technologies Ltd.,Noida,UP.
June 2011 – May 2015.
TECHNICAL LEAD (DEPUTY MANAGER)
• As a Process Owner, ensuring that a specific IT Service Management process is performed
accordingto agreedand documentedstandardsandmeets the aimof the processdefinition.
• Managing the SLA defined.
• Monitoring,measuringandreportingonprocessefficiencyandeffectiveness.
• Providesawarenessandguidance concerningthe processandaddressesprocessissues.
• Identifyingandimplementingprocessimprovements.
• Chair the Daily Operational Review (DOR) where the previous day’s major incidents& the
Ageingincidents/requestsare discussedandactionplansnoteddownforimportantissues.
• Ensuringtimely(SLA) coordinationandcompletionof incidents,outages,alerts.
• Active participantinCrossFunctional Servicesandthe new implementationsandintegrations
relatedtoService operations.
• Handling knowledge transfer for new resources coming on board and facilitation ad-hoc
trainings for Technical Fulfilment Groups for any updates or refresher trainings for better
understanding.
• Escalation Matrix & On-Call Facilitation & Updating the operations and SharePoint regarding
the same.
• Drivingthe IncidentManagement&MajorIncidentprocesswithefficiency andeffectiveness.
• Monitoringthe effectivenessof IncidentManagementprocessandmaking
recommendationsforimprovement
• Interaction,co-ordinationandfollow-upwithThirdPartyVendorsasapart of Request
Fulfilmentprocessandrelatedrequirements.
3. • Reviewingandauditingthe IncidentManagementprocess.Monitoringsupportcalls,
providingconstructivefeedback,ensuringthatsupportstaff follow establishedsupport
proceduresandhave the necessaryskillstoperformeffectiveIncidentManagement.
• Monitoring of performance against SLAs through analysis of performances in variousPIs and
KPIs.
• DrivingMajor Incidents.
• RosterManagement.
• Resource Planning.
• Team Management.
• VendorManagement.
• Weekly/Monthly Team Meetings/Updates/Changes in Process/ Refresher Trainings to the
teammembers.
• Ticketsauditing(Technical auditsof the teammembers).
• HandlingClientEscalationtill the closure.
• C-Sat/D-SatAnalysis.
• Annual appraisalsof the Teammembers.
Convergys IndiaPvt. Ltd,Gurgaon, Haryana
Sr. CCE (Nesting Lead)
Sep 2009 – March 2011
Tier2 Technical Support : ISP
• Providingfirstandsecondlevel technical supportforthe endusersof the broadbandservices
providedbya UK ISPmajor.
• Actingas SubjectMatter Experttoprovide technical assistancetothe teamsprovidingTier1
support.
• Handlingenduserescalationsrelatedtotechnical,communicationoranyotherreasonand
providingresolutionuptothe customersatisfaction.
• Supportscope includedtroubleshootingof incidentsrelatedto internetservice,virus-
spyware infection,basicsystemtroubleshootingincludingsoftware/driver
installation/troubleshooting,registryfixes,systemrestore etc.
• Call queue management,task-assignation,teamhandling,andhandlingintraandinterteam
communicationsregardingprocess&technologyupdates,burningissues,refreshertrainings.
• TrainingandmentoringTier1(customerfacing) teamsintermsof technical supportto
decrease the numberof escalationsandincrease innumberof satisfactions.
