Mayank Sharma Email & Phone Number

Netherlands

Netherlands

Helping medium and large organizations to reach their business goals by continuous advisory, deployment and organizational implementation of modern knowledge center technology, information technology service management, and service integration management.

Gurgaon, India

Responsibilities:• Handling day to day operations for Knowledge Management Process• Team Competence Management ( KCS Certifications , Train > Coach > proctor )• Service Delivery, Service Transition, Service Management [Incident, Problem, Change Management]• Leading a Team size of 7• Delivery Handling • Supplier Management [Supplier Review Meetings, KM Councils]• Responsible for day to day Knowledge management activities • Focused approach towards End User Experience Improvement

Gurgaon, India

Project: IT Support TransformationResponsibilities: • Setting up transformed ways of IT support• Transition towards a new culture of support• Project Planning & Charter

Gurgaon, India

Key Responsibility Areas o Ensuring that the goals of the Knowledge Management process are achieved; sharing knowledge articles as soon as possible based on customer perspective and within defined SLA.o Reporting overall status of the unit to the clients and senior management and playing a key role in deciding tools and libraries to be used, devising possible solutions and approaches to problems.o Interacting with team members to ensure smooth progress of the operations, ensuring adherence to quality norms and achieving Key Performance Integrators.o Key inputs towards Knowledge Management Process, (Re) Design, Process Improvement.o Plan & execute new supplier onboarding’s, Responsible for Conducting on & off-site training workshops with suppliers, internal teams.

Noida Area, India

o Transition & TransformationFTE – 90~ Key Result Areas ~o Responsible for successful transition from Managed Services (Africa) to Ericsson (GSC-India).o Responsible for hiring & build a team of 90 competent resources.o Worked with customer, internal teams (delivery management, operations management, internal staff, infrastructure/tools etc.) to manage and deliver the project.o Process design & implementation.o Plan & design onsite training plan for Resources.o Operations/People ManagementFTE – 90~ Key Result Areas ~o Supervised communication and synchronization between multiple stakeholders.o Managing fault surveillance operations team of 90 within Global Network Operations Center (GNOC), ensuring service levels are met.o Escalation management.o Pivotal role in Customer relationship management.o Operational excellence.

Bangalore

Project: MBNL, UKResponsibilities:o Determine the actions required to RESTORE any operational problems through our own technical experience, escalating to in-house expertise as required or by bringing in external support to minimize the impact of system failure.o Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.o Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.o Periodically review effectiveness and efficiency of the problem management process.o Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.o Post Incident Reviews: call and chair Post Incident Review meetings following Major Incidents; issue a written Post Incident report to IT management; ensure actions are completed in a timely manner.o Representing on behalf of the management in customer facing meetings.o Process implementation & changes (as & when needed).o Periodically review effectiveness and efficiency of the problem management process.

Noida Area, India

Projects - Sprint Nextel(RNAM)Responsibilities:-• Service Delivery, Service Transition, Service Management [Incident, Problem, Change Management]• Responsible for driving, tracking and fulfillment of operation’s KPI as per agreed WLA with customer• Chair Outage Bridges and driving them to successful resolution• Responsible to isolate primary cause for any outage and to engage fix agent within timelines• Tracking of LTE/EVDO/VOICE/DATA blockings in switches by means of performance tools and maintain Network Availability• To rectify Lucent 5ESS (DCS) & ECP Hardware related issues• Working on ALU-7750,7705 CSR router’s first level troubleshooting and fault resolution• Working on ALU-eNB (4G, LTE) equipment for their troubleshooting and fault resolution• Handling customer complaints • Responsible Driving OPI’s (performance indexes)

Gurgaon, India

Engineer - National NOC(NNOC)Project: Tata DocomoResponsibilities - Responsible for Fault Management , Fault Escalation , Fault Restoration- Handling day to day operations ( ALU transmission network )- Worked on the BSS/Transmission Domains for Tata Docomo.- Worked on ALU & ZTE Equipemnts.