Suraj Sharma profile photo 1 on Tal

Suraj Sharma

Manager, DWS at NTT DATA Services | ITIL | ITSM | SLA/KPI | Global Support Operations | Team Management | Incident & Escalation Management | Stakeholder Management

Bengaluru

11+ years of work experience

NTT DATA Services
Jan 20233 yrs 7 mosPresent

Bengaluru, Karnataka, India

• Act as the primary point of contact between the service desk, customer and other departments within the organization • Lead and develop a team of service desk analysts, assigning tasks, providing training, and evaluating operational performance of the team and on their effectiveness in working with users • Monitor compliance with established SLAs and taking corrective action when necessary. • Knowledge of ITSM tool and practices including problem management, change management, and asset and configuration management. • Ensure the knowledge base SOP is updated and maintained with relevant information to support quick issue resolution. • Manage major incidents, coordinating response efforts, and communicating updates to stakeholder • Conduct weekly / monthly review with customer and publish MOM • Customer /Vendor /Partner Co ordination • Keeps track of IT costs, aligns the service desk tactically to aid the business and its goals. Serve as the primary liaison between the service desk, customers, and internal departments, facilitating seamless communication and efficient issue resolution. - Lead and manage a team of service desk analysts by assigning tasks, providing training, and evaluating team performance to enhance user engagement. - Ensure adherence to established SLAs by monitoring performance metrics and implementing corrective measures as required. - Utilize hands-on experience with ITSM tools and best practices, managing incident, problem, change, asset, and configuration management processes. - Maintain and regularly update the knowledge base SOP to support efficient issue resolution and team productivity. - Oversee major incidents by coordinating response efforts and delivering timely updates to all stakeholders involved. - Conduct weekly and monthly reviews with customers, publishing minutes of meetings (MOM) to track performance improvements and action items.
DXC Technology
Jul 20175 yrs 7 mosJan 2023

Bangalore Urban, Karnataka, India

• Resolved problems, improved operations, and provided exceptional service. • Created Reports related to SLA, KPI, and MTD performance using Microsoft Excel for daily, weekly, and monthly reporting. • Used coordination and planning skills to achieve results according to schedule. • Participated in continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork. • Ensuring consistent Quality in all handled transactions • Support programs related to efficiency, Cost, and Operational effectiveness. • Day to Day operational/floor management • Drive CIPs for enhancing team performance • Liaise with Partners/Account/Customer to triage/resolve complex issues • Incident Management during outages • Under my supervision we have achieved the highest CSAT 4.83/5.00 in past 9 years Performed ad hoc deep-dive analyses for specific business problems. • Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch. • Worked as a part of the Support Team and operational team, for client VERITAS Software. • MDM Intune Portal • Performing RCA on Escalations received • Conducting meetings with stakeholders and creating reports regarding SLA, AHT, MTD, etc. • Conducting Training on the process for all new hires. • Assists the Team Leader in developing and implementing SLA performance improvement/enhancement plans • Served as the primary point of contact for support relating to owned solutions and products. • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment. • Provided guidance on installing and integrating new hardware components and software via RDP • Configured hardware, devices, and software to set up workstations for employees. • Critical Incident Management (P1/P2), Initiating SMT Bridge Calls with multiple technical teams, Engaging DXC and Client teams on bridge calls until the issue is resolved.
DXC Technology
Jul 20175 yrs 6 mosDec 2022

Monitored daily service desk performance, generated SLA and performance reports. Supported operational planning, stakeholder communication, and incident resolution. Achieved the highest CSAT score of 4.83/5.00 in a 9-year span. Played a key role in floor management, cost-efficiency programs, and quality control. Supported MDM Intune portal and collaborated on VIP issue resolution. Conducted RCA for escalations, created process documentation, and led training. Worked on Active Directory, O365, and incident/case lifecycle management. Trained new hires and ensured SLA/AHT compliance and reporting.
VMware
Nov 20164 mosFeb 2017

Bengaluru, Karnataka, India

Networking: In-depth understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management,, firewalling, load balancers, Security trust zones, Management Networks, VPN and network design Proven experience and deep knowledge of the networking technologies and vendors such as VMware VDS, Cisco, F5, Riverbed, Force10, Vyatta/Brocade, A10 Networks, Arista, Infoblox, Palo Alto Networks Experience with network components such as, ASR routers, switches, firewalls, ASA, etc.Virtual networking components VSG, Nexus1000V, BGP & OSPF protocol, Cisco UCS and storage. Understanding of modern IT production data center and Internet (ISP/ASP) hosting operations including computing, Storage and Networking. Experience designing and/or supporting large enterprise deployments. Knowledge in Windows/Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark)
Atos
Oct 20158 mosMay 2016

Bengaluru, Karnataka, India

Worked as a part of the Support Team and participated in the day to day operational activities. Communicating with Client (globally) typically over the phone or email regarding customer needs or issues, and documenting the interaction into the tools like AD, ADUC to effectively manage and track inquiries Carried out day-day-day duties accurately and efficiently. • Create and dispatch tickets regarding windows 10 s/w issues • Working as a support agent globally. • Collaborated with engineers and project managers regarding parameters of a client project. • Escalating the issue to the relevant team if necessary • Call and Nonvoice (EMAIL) support globally employees of ATOS • Actively listened to customers, handled concerns quickly, and escalated major issues to the next-level team. • Maintained energy and enthusiasm in a fast-paced environment. • Exceeded goals through effective task prioritization and a great work ethic.
Atos
Oct 20158 mosMay 2016

Provided call and email support for global ATOS employees on Windows 10. Escalated critical tickets and ensured issue resolution in a timely manner. Actively listened to customers, handled concerns quickly and escalated major issues to the next level team.
Hewlett Packard Enterprise
May 20141 yr 6 mosOct 2015

Bengaluru, Karnataka, India

In Hewlett Packard worked in the Request Management team and for client Shell, which was supported by us globally. There we worked on active directory, product based and production base requirement, e-mail client configuration, supported Microsoft and windows related issues. Gained knowledge about LAN, IP addresses, Windows 7 operating system and MS Office Tools. • Served as the primary point of contact for support relating to owned solutions and products. • Provided guidance on installing and integrating new hardware components and software to remote clients. • Configured hardware, devices, and software to set up workstations for employees. • MS office tools • LAN/IP • Windows 7 • Call handling globally • Provide technical support to client users and management

Education

B. M. S. College of Engineering

Bachelor of Engineering (B.E.), Telecommunications Engineering

B. M. S. College of Engineering

20095 yrs2014

Class 12

Vandana International School - India

20081 yr2009

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Headline

Manager, DWS at NTT DATA Services | ITIL | ITSM | SLA/KPI | Global Support Operations | Team Management | Incident & Escalation Management | Stakeholder Management

About

Dynamic Manager with 13+ years of experience in IT service management, leading teams to enhance service desk operations and deliver exceptional customer support. Proven track record in managing large teams, optimizing performance metrics, and ensuring adherence to SLAs. Adept at implementing ITSM tools and best practices, alongside driving continuous improvement initiatives that significantly elevate service delivery and customer satisfaction. Skilled at developing comprehensive reports for senior leadership and effectively managing major incidents while maintaining high-quality standards. Demonstrated expertise in people management, cost-saving strategies, and stakeholder engagement, highlighted by delivering consistent results and fostering collaborative environments across diverse teams.

Location

Bengaluru

Work experience

Manager at NTT DATA Services, Jan 2023 - Present · 3 yrs 7 mos, Bengaluru, Karnataka, India, • Act as the primary point of contact between the service desk, customer and other departments within the organization • Lead and develop a team of service desk analysts, assigning tasks, providing training, and evaluating operational performance of the team and on their effectiveness in working with users • Monitor compliance with established SLAs and taking corrective action when necessary. • Knowledge of ITSM tool and practices including problem management, change management, and asset and configuration management. • Ensure the knowledge base SOP is updated and maintained with relevant information to support quick issue resolution. • Manage major incidents, coordinating response efforts, and communicating updates to stakeholder • Conduct weekly / monthly review with customer and publish MOM • Customer /Vendor /Partner Co ordination • Keeps track of IT costs, aligns the service desk tactically to aid the business and its goals. Serve as the primary liaison between the service desk, customers, and internal departments, facilitating seamless communication and efficient issue resolution. - Lead and manage a team of service desk analysts by assigning tasks, providing training, and evaluating team performance to enhance user engagement. - Ensure adherence to established SLAs by monitoring performance metrics and implementing corrective measures as required. - Utilize hands-on experience with ITSM tools and best practices, managing incident, problem, change, asset, and configuration management processes. - Maintain and regularly update the knowledge base SOP to support efficient issue resolution and team productivity. - Oversee major incidents by coordinating response efforts and delivering timely updates to all stakeholders involved. - Conduct weekly and monthly reviews with customers, publishing minutes of meetings (MOM) to track performance improvements and action items.

Technical Team Lead at DXC Technology, Jul 2017 - Jan 2023 · 5 yrs 7 mos, Bangalore Urban, Karnataka, India, • Resolved problems, improved operations, and provided exceptional service. • Created Reports related to SLA, KPI, and MTD performance using Microsoft Excel for daily, weekly, and monthly reporting. • Used coordination and planning skills to achieve results according to schedule. • Participated in continuous improvement by generating suggestions and engaging in problem-solving activities to support teamwork. • Ensuring consistent Quality in all handled transactions • Support programs related to efficiency, Cost, and Operational effectiveness. • Day to Day operational/floor management • Drive CIPs for enhancing team performance • Liaise with Partners/Account/Customer to triage/resolve complex issues • Incident Management during outages • Under my supervision we have achieved the highest CSAT 4.83/5.00 in past 9 years Performed ad hoc deep-dive analyses for specific business problems. • Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch. • Worked as a part of the Support Team and operational team, for client VERITAS Software. • MDM Intune Portal • Performing RCA on Escalations received • Conducting meetings with stakeholders and creating reports regarding SLA, AHT, MTD, etc. • Conducting Training on the process for all new hires. • Assists the Team Leader in developing and implementing SLA performance improvement/enhancement plans • Served as the primary point of contact for support relating to owned solutions and products. • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment. • Provided guidance on installing and integrating new hardware components and software via RDP • Configured hardware, devices, and software to set up workstations for employees. • Critical Incident Management (P1/P2), Initiating SMT Bridge Calls with multiple technical teams, Engaging DXC and Client teams on bridge calls until the issue is resolved.

Service Delivery Coordinator at DXC Technology, Jul 2017 - Dec 2022 · 5 yrs 6 mos, Monitored daily service desk performance, generated SLA and performance reports. Supported operational planning, stakeholder communication, and incident resolution. Achieved the highest CSAT score of 4.83/5.00 in a 9-year span. Played a key role in floor management, cost-efficiency programs, and quality control. Supported MDM Intune portal and collaborated on VIP issue resolution. Conducted RCA for escalations, created process documentation, and led training. Worked on Active Directory, O365, and incident/case lifecycle management. Trained new hires and ensured SLA/AHT compliance and reporting.

Network Virtualization Engineer at VMware, Nov 2016 - Feb 2017 · 4 mos, Bengaluru, Karnataka, India, Networking: In-depth understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting and Address Management,, firewalling, load balancers, Security trust zones, Management Networks, VPN and network design Proven experience and deep knowledge of the networking technologies and vendors such as VMware VDS, Cisco, F5, Riverbed, Force10, Vyatta/Brocade, A10 Networks, Arista, Infoblox, Palo Alto Networks Experience with network components such as, ASR routers, switches, firewalls, ASA, etc.Virtual networking components VSG, Nexus1000V, BGP & OSPF protocol, Cisco UCS and storage. Understanding of modern IT production data center and Internet (ISP/ASP) hosting operations including computing, Storage and Networking. Experience designing and/or supporting large enterprise deployments. Knowledge in Windows/Linux/UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools (e.g. WireShark)

Network Application Engineer at Atos, Oct 2015 - May 2016 · 8 mos, Bengaluru, Karnataka, India, Worked as a part of the Support Team and participated in the day to day operational activities. Communicating with Client (globally) typically over the phone or email regarding customer needs or issues, and documenting the interaction into the tools like AD, ADUC to effectively manage and track inquiries Carried out day-day-day duties accurately and efficiently. • Create and dispatch tickets regarding windows 10 s/w issues • Working as a support agent globally. • Collaborated with engineers and project managers regarding parameters of a client project. • Escalating the issue to the relevant team if necessary • Call and Nonvoice (EMAIL) support globally employees of ATOS • Actively listened to customers, handled concerns quickly, and escalated major issues to the next-level team. • Maintained energy and enthusiasm in a fast-paced environment. • Exceeded goals through effective task prioritization and a great work ethic.

Technical Support Analyst at Atos, Oct 2015 - May 2016 · 8 mos, Provided call and email support for global ATOS employees on Windows 10. Escalated critical tickets and ensured issue resolution in a timely manner. Actively listened to customers, handled concerns quickly and escalated major issues to the next level team.

Technical Support Engineer/Request Management at Hewlett Packard Enterprise, May 2014 - Oct 2015 · 1 yr 6 mos, Bengaluru, Karnataka, India, In Hewlett Packard worked in the Request Management team and for client Shell, which was supported by us globally. There we worked on active directory, product based and production base requirement, e-mail client configuration, supported Microsoft and windows related issues. Gained knowledge about LAN, IP addresses, Windows 7 operating system and MS Office Tools. • Served as the primary point of contact for support relating to owned solutions and products. • Provided guidance on installing and integrating new hardware components and software to remote clients. • Configured hardware, devices, and software to set up workstations for employees. • MS office tools • LAN/IP • Windows 7 • Call handling globally • Provide technical support to client users and management

Education

Bachelor of Engineering (B.E.), Telecommunications Engineering, B. M. S. College of Engineering

Class 12, Vandana International School - India