Kamal Sharma

Experience

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  WIPRO

  Nov 2008 - Sept 2010

  Senior Process Associate

  ↺ Extended Hardware & Software issues to the end-users (Client HP)↺ Diagnosing & following initial troubleshooting to resolve the issues at the first place.↺ Managing FCR Data for the team.↺ Analysis on Average Handling Time taken by the team members and sharing the improvement areas with the team.↺ Performing audits on incidents created as a part of Quality parameter.↺ Sharing DSAT Analysis with the team and the improvement areas.

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  Wintech InfoTech

  Sept 2010 - Jun 2011

  Team Lead

  ➤ Responsible for meeting Revenue Target for the entire team.➤ Job involves handling escalations, AHT Target for the entire team.➤ Team handling, managing shifts being Duty Manager.➤ Implementation of quality initiatives & participation in sharing Sales Strategy with Senior Management.

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  Dell Technologies

  Aug 2011 - Dec 2013

  Escalation Manager

  ⇉ Designated as Single POC for EU’s escalations and ensured timely closure as per agreed SLA or Incident Metrics and regulated escalation strategy & escalations for breached incidents.⇉ Addressed client escalations w.r.t. windows issues within TAT & ensured timely closure of SR’s (Service Request for both Software& Hardware Part.⇉ Established Dell Machines for first use & troubleshot wired and wireless Printers⇉ Extended support to Hardware & Software issues to the end-users as well as remote support in logging in customer desktops & resolved issues using the tool Dell Connect. Show less

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  HCLTech

  Dec 2013 - Aug 2018

  SIAM Incident & Problem Manager

  ✦ As Problem Manager ⇓⇓ ↺ Optimized Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction.↺ Collaborated with cross functional teams and vendors to create a quality root cause analysis to minimize repeat failures.↺ Determining root cause of incidents. Created and tracked tasks to prevent or mitigate recurrence. Ensured the performance of the problem management team to achieve defined performance targets.✦ As Major Incident Manager ⇓⇓ ↺ Make sure that all Critical and Major Incidents are addressed within SLA response time.Chair Bridge calls for effective coordination of incident resolution / service restoration.↺ Supervising high-severity incidents to ensure service availability with minimal delay and impact towards ensuring smooth operations of an infrastructure environment.↺ Troubleshot priority incidents P1 or P2 in a timely manner & ensured timely closure as per agreed SLA or Incident Metrics and regulated escalation strategy & escalations for breached incidents.↺ Responsible for sending Incident notifications as per agreed process.↺ Continuously follow-up with support teams for relevant updates, track against SLA, and drive to resolution.↺ Monitoring Network alerts and other other infra alerts on SolarWinds & SCOM Tool.↺ Communicate with Business and Clients, focal point of contact / interface during the occurrence of issue.↺ Track team progress on High Priority and major Incidents and provide daily status updates on outages impacting IS.↺ Follow up on escalations and issues with client and vendor. ↺ Managing the IT services operations at all service delivery centers & executing performance dashboard for improved analytics and visibility during review meetings.↺ Working as a Governing body for all the vendors, involved in daily and weekly review of vendors performance.↺ Hands on experience on BMC Remedy & Service Now. Show less

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  Aon

  Nov 2018 - Jan 2024

  Major Incident Manager

  ↺ Supervising high-severity incidents to ensure service availability with minimal delay and impact towards ensuring smooth operations of an infrastructure environment.↺ Make sure that all Critical and Major Incidents are addressed within SLA response time.Chair Bridge calls for effective coordination of incident resolution / service restoration.↺ Responsible for sending Incident notifications as per agreed process.↺ Continuously follow-up with support teams for relevant updates, track against SLA, and drive to resolution.↺ Monitoring Network alerts and other other infra alerts on SolarWinds & SCOM Tool.↺ Communicate with Business and Clients, focal point of contact / interface during the occurrence of issue.↺ Track team progress on High Priority and major Incidents and provide daily status updates on outages impacting IS.↺ Follow up on escalations and issues with client and vendor. ↺ Managing the IT services operations at all service delivery centers & executing performance dashboard for improved analytics and visibility during review meetings.↺ Working as a Governing body for all the vendors, involved in daily and weekly review of vendors performance.↺ Hands on experience on BMC Remedy & Service Now. Show less

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  SBI Card

  Jan 2024 - now

  AVP InfoSec | Security Incident Management Lead

  Managing Cyber Security Incidents