Rahul Sharma has over 6 years of experience in customer support and remote infrastructure management services. He is currently working as an Incident Manager at Amway India, where he is responsible for customer escalation handling, incident detection and resolution, and ensuring systems adhere to configuration guidelines. Previously he worked at HCL Technologies as a Technical Lead, where he managed incident management processes, monitored SLAs, and led a team providing tier 1 and 2 technical support. He aims to streamline operations and enhance revenue performance through problem solving and process improvements.
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.