Pankaj Sharma

Experience

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  Idea Cellular Ltd

  Jan 2006 - Nov 2006

  Service Delivery & Quality Executive

   Provide training (I- care) to the ISEP. Conducting internal trainings such as soft skills, telephone ethics, mail ethics etc. Preparing the questionnaire for the monthly test. Quality analysis for the ISEP. Conducting Customer Satisfaction Surveys.

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  TSYS

  May 2009 - May 2012

  Incident & Problem Manager

  • Owning an Incident & Problem raised for issues encountered by the clients during product usage and functionality as part of Service Delivery team.• Attending Management Conference calls to provide Severity 1 updates• Managing the monthly, weekly and daily report for the severity 1 issues.• Internal communication with the Technical team for Client delivery.• Understanding and analyzing and issue and deciding the priority and severity for an issue in accordance with process and coordination with another team.• Co-coordinating & communicating with CSD & other technical teams during the complete life cycle of the Incident and Problem occurrence. Conducting operational and bridge calls to discuss and update relevant information across all parties.• Coordinating with different technical teams in house for investigation and root-cause analyses.Onsite Assignment: -• March 2010Location: CyprusClient: Marfin Laiki Bank (Implementation of Incident & Problem Management) Show less

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  Ericsson

  May 2012 - Oct 2015

  Global Problem Process Manager

  • Manage end to end delivery of Problem Management & Major Incident (Code Red) for all the on boarded suppliers Ericsson Globally (IBM, TCS, SAP, HP).• Bridge the gap between Ericsson Business Management & OC MoF.• SPOC for all management related issues for all on boarded suppliers Ericsson Globally (IBM, TCS, SAP, HP).• Managing the monthly, weekly and daily report for the severity 1 issues.• Monthly Service Level Management Calls with various clients to improve delivery.• SPOC for all SLA process implementation and adherence with business.• Preparing process & training documents with regards to various aspects of service delivery.• Implementation of ITSM best practice processes within the supplier community.• Show consistency in achieving the BSC targets, very critical to Ericsson, a miss could compromise financial & branding risks.Onsite Assignment: -• July 2012Location: BulgariaClient: HP (Transition of MoF IPC from HP Bulgaria to Ericsson India)• Sep 2013Location: MalaysiaClient: HP (Transition of BMC Remedy from HPSC) Show less

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  IBM

  Feb 2016 - Aug 2021

  Service Availability Manager
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  Kyndryl

  Sept 2021 - now

  Service Delivery Manager