Vivek Sharma has over 9 years of experience in IT service management roles, including currently working as an ITSM Process Consultant at HCL Technologies where he manages a team of 12 members supporting global service management environments. He has ITIL and CCNA certifications and has experience leading incident, problem, and change management processes for clients like Deutsche Bank and IBM. The document provides details of his work history, roles, responsibilities, and qualifications.

1. VIVEK SHARMA
Block H, Unit- 1005, Skytech Matrott, Sector 76, Noida
Cell: +91 8826730014; Email: viveksharma.itsm@gmail.com
Career Objective:
• Seeking a challenging and fulfilling career with a prestigious organization as an ITSM Consultant/
Operations Manager where I could leverage my experience for the benefit of the organization and to
grow along with.
Professional Experience:
• 9+ years of total IT Industry experience with strong belief on IT Service Management and ITIL Processes.
• High efficacy and quick responsiveness while coordinating with multiple teams and managing high
priority issues.
• To facilitate continuous learning in order to realize self-potential and growth in the interest of
organization by virtue of positive attitude ,knowledge and relevant skills.
• Strong leadership skills and a quick self- learner.
• Excellent verbal and written communication skills.
• ITIL ® V3 Intermediate Certified in Service Operations, Service Transition
• ITIL ® V3 Foundation Certified
 HCL TECHNOLOGIES (http://www.hcl.com/) (May2012 to till date).
Process Consultant
• Currently working as an ITSM Process Consultant, managing and leading the team of 12 members
supporting service management environments across the globe.
• Designed the Process and procedures of Incident, Problem and Change Management
• Enable the effective execution of the Global Incident, Problem & Change Management Process
• Provide leadership, coaching and development of the members.
• Coordinate activities and milestones between customer, agencies , outsourcing partners, various internal
teams to achieve the project goals
• Work with different geography process/ technical teams to deliver the solutions
• Effective Team Utilization and ability to drive people to ensure that the project deliverables are met
within the Service Level Agreements.
• Sound knowledge of Incident/Problem/Change/Release Management, Command Centre Operations,
Service Desk operations and implementation.
• Working knowledge of GAP Analysis with Audit and Quality drives.
• Good knowledge of Business Continuity Planning (BCP) related activities such as Disaster Recovery.
• Ability to develop and monitor project schedules and timelines to identify and meet critical mile stones.

2. Responsibilities as Incident Manager
• Owning incident management process through the incident life cycle and facilitating work around
solutions to ensure system recovery with minimal business impact.
• Initiating bridge calls and coordinating with IT and Business including different Technology Groups for
resolving incidents and enhancing service quality and liaising with various system owners.
• Managing end-to-end process including:
− Incident detection and recording
− Classification and initial support
− Investigation and diagnosis
− Resolution and recovery
• Incident closure
• Provides accurate and timely communications on impact to the appropriate distribution lists and senior
management.
• Manage the Daily High Severity Incident Call Review meeting and send communication.
• Identifying areas requiring improvement within Incident Management process, and invoking another
process as required.
Problem - Disaster Recovery management
• Drove investigation of root cause analysis for critical events.
• Monitored progress of action plan.
• Developed proactive Problem Management activities.
• Conducted weekly and monthly Incident - Problem Management meetings.
• Manage the creation and maintenance of DR plans.
• Manage DR compliance testing through the planning, execution and reporting of exercises.
Change Management
• Document and publish change management process and functions
• Analyze change records to determine any trends or potential problems.
• Reviewing change requests for completeness and accuracy
• Working with service providers to schedule changes
• Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad
hoc change management meetings.
Worked for Client (Deutsche Bank) at Singapore from March 2014 to July 2015 as Incident Management
Shift lead.
Responsibilities as Incident Manager Track Lead
• Identify gaps in learning opportunities and communication program.
• Provide hands-on assistance to the teams in cases of problems, both, through direct intervention and
mentoring. Develop and implement Training Modules and train new recruits
• Make Monthly reports on the performance of the team and team evaluation.
• Tools used are Service Now, Remedy, Maximo, DB Symphony, NAR (Repository), Active Directory.

3. • Prepare Weekly Volumetric and SLA reports for project.
• As incident manager, initiating bridge calls and coordinating with IT and Business including different
Technology Groups for resolving incidents and enhancing service quality and liaising with various system
owners.
 IBM INDIA Pvt. Ltd.(August 2009-May2012) (http://www.ibm.com/in/en/ )
Company Profile: A largest global technology and consulting company, serving clients in 170 countries and
offering a wide range of technology and consulting services including IT Services, Consulting, Business Analytics &
Optimization, CRM, ERP, security, software, strategy, storage, disaster recovery, enterprise architecture, BPM,
Smarter Planet, Outsourcing, semiconductors, microprocessors, etc.
Sr. Operational Professional
Key Profile: Steering functionalities related to major incident management.
• Owning incident management process through the incident life cycle and facilitating work around
solutions to ensure system recovery with minimal business impact.
• Sending notification to all the stakeholders of the incident progress/updates until the service restoration.
• Assessing the business impact of the incident and assigning & updating priority where appropriate.
• Recognizing any business impact to client service availability or accessibility.
• Identifying where an incident requires increased focus to meet committed targets and taking action as
appropriate
• Escalating any identified issues that require immediate action to account management (SDM and
DPE/PE).
• ITIL V3, CCNA, Lean and GDF (Global Delivery Framework)- IBM certified.
Sr. Technical Analyst / Trainer – Service Desk
• Conducting technical and process training for new service desk agents and refresher training for existing
agents whenever required
• Conducting interview and selecting people for service desk
• SPOC for Remedy Knowledge Management (RKM) for the account which includes creation and updating
of process documents.
• Handling all the escalations.
• Working with other resolver groups and getting the resolutions provided for incident resolution which in
turn shared with team for improving helpdesk efficiency.
• Ensuring team meets compliance with IBM Security and Compliance Guidelines on a regular basis.
Technical Support Associate
Janya Converged Solution Ltd.
Dec 2008 to July 2009
Technical Support Representative
Microland Limited, Bangalore
Aug 2007 to July 2008

4. Course Institute Board/University
B.E (Computer Science) SKIT,M&G RAJASTHAN RAJASTHAN UNIVERSITY
Intermediate(XII) I.L. school Kota , Rajasthan CBSE
High school (X) D.A.V. Public school Kota, CBSE CBSE
Competencies
People Management, Team handling, Quality/ Process
AuditsITIL – Incident Management, Problem Management,
Change Management. ITSM - IT Management - IT Service &
Support for Infrastructure, Application, Database, CCNA,
LEAN and GDF (Global Delivery Framework). Reporting and
Trend Analysis.
Key Strengths
Incident/ Problem Management, Team/People
Management, Relationship Management, Client Service
Management
Software package & Certification/ Training
ITIL ® V3 Intermediate Certified in Service Operations,
Service Transition
ITIL ® V3 Foundation Certified
Service Operations Fundamentals and Strategies
Incident / Problem / Change / Knowledge Management
Establishment