Vivek Sharma

Experience

• 

  IBM Global Business Process Services

  Aug 2009 - May 2012

  Sr. Operational Professional / Incident Manager
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  HCL Technologies (Infrastructure Services Division)

  May 2012 - Dec 2016

  Technical Specialist

  Current Job responsibilities as an Incident/ Problem/ Change Manager.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 covering AM’s DR apps.• Manage DR compliance testing through the planning, execution and reporting of exercises.• Co-ordinate the completion of site and service risk assessmentsChange 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. Show less

• 

  IBM India Private Limited

  Dec 2016 - Apr 2019

  • IT Service Management Consultant

    Dec 2016 - Apr 2019

  • Service Management Consultant

    Dec 2016 - Apr 2019
• 

  Adobe

  Apr 2019 - now

  SNAPSHOT PROFILE Over 15 years of strong proven track record of delivery, strategic vision and demonstrated ability to inspire and mentor project teams. Managed mid to large scale projects involving multiple teams by designing delivery models, strategizing ‘business-value’ driven deliveries, creating structure for planing, and efficient progress reporting through burn-down charts. Build a high-performing team by setting goals, delegating work, and holding the team accountable; develop and empower direct reports to make decisions and act. Strong Analytical and data gathering skills, including the ability to translate large amounts of data into actionable insights and road map items. Ability to meet deadlines, prioritize workloads, maintain a strong attention to detail. Subject matter expertise in ITIL processes (IPC) and hand on experience in Disaster recovery, Global Command Centre Operations and Managing End to End project responsibilities. As a process lead, responsible for defining Processes, Supporting Knowledge Management initiative. Maintain Service management SLAs per contractual agreement. Improved teams’ velocity by ~30-40% by continous improvement through regular retrospections. Proficient in process frameworks. Designed Agile Maturity Model and assessed projects to provide recommendations. Ensure a smooth and error-free transition of new services and processes by adhering to standards and pre-defined frameworks. Worked on Security Features and collaboration. The Goal is to collaborate with various teams and Manage the Program and ensure the raised vulnerabilities are resolved with-in time and dead lines are met. Show less

  • Engineering Program Manager

    May 2023 - now

  • Service Manager

    Apr 2019 - now

  • Service Delivery Manager

    Apr 2019 - May 2023