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A result-driven IT leader with cross platform experience in enterprise Infrastructure system management, Service delivery management, technical project management, Internet operation, ITIL process engineering, Data center migration, Disaster recovery and risk management, Technology deployment, Infrastructure build outs and upgrades, Application development, Outsourcing and Offshore Management, Customer Relationship Management.• Service delivery and Infrastructure operation management.• Build and executed 24X7 production support Onsite-Offshore Model Service Delivery projects.• Define service level agreements and service improvement plans• Project management of multiple critical Distributed Systems Infrastructure projects. • ITIL & Six Sigma Process engineering• Team leadership and staff management • IT Strategy and Technology Deployment• Certified UNIX system and network administrator (Solaris and Linux)• Resource planning, allocation and management• Implemented Business Continuity and Disaster Recovery Plan• Vendor relationships and contract negotiations• Implemented ITIL processes like Change, Release, Problem and Incident management• Responsible for Large scale Enterprise infrastructure including Network, Project Management, Architecture, Data Center Operations & Consolidation, 24x7 Helpdesk, Service Desk Support, Data Security & Service Delivery• Web technology administration skills (Apache, Weblogic, Jboss and Tomcat)• Knowledge of UNIX infrastructure (SUN and Linux) concepts and methodologies, networking, Web application servers, Web application security, Web servers, on-line content management etc. • Experience with software development life cycles, infrastructure roll outs, application upgrades and application release management• Versatile IT experience (Media, Insurance, Financial and manufacturing businesses)• Scope review, preparation of statement of work, RFP, Proposal and other project related documents.Specialties: 1. IT Offshore Delivery Management2. Delivery Centre Setup and Operations3. Fully managed infrastructure management services Delivery4. Resource planning and People management5. Relationship and Engagement management6. IT Security and DR/BCP7. Project and Program Management8. Datacenter Operations and Management9. Virtualization and Cloud Computing10. ITIL and Six Sigma Process Engineering and Outsourcing11. Define Solutions, Proposal writing, Scope review and contract negotiations
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Customer Delivery PartnerTech Mahindra Aug 2023 - PresentPune, Maharashtra, In -
Account Delivery Director - AvpMphasis Jan 2023 - Aug 2023Bangalore, Karnataka, InSingle point accountability for customer delivery and operationsP&L management and budgetingAbility to face off senior stakeholders including CXO/ VPOwn customer success and satisfactionStakeholder managementScope management and contract negotiationDrive delivery led growthDrive client facing conversations and governanceSPOA across multiple towers for the entire account -
Service Delivery Director - InfrastructureHcl Technologies Jan 2020 - Dec 2022Noida, Uttar Pradesh, InSingle Point of Responsibility for ensuring HCL delivers to the engagement goals as agreedmutually with client and also during Service Delivery operational issues and managingescalations. Client relationship and Account farming Business Management (Cost, Revenue and Profitability) heading the entire deliveryglobally Actively involved in solution architecting and design, coordinating with the pre-salesteam Specialization in managing large integrated accounts (Infra + Apps) P&L responsibility of 30M+ USD Consistently meeting farming targets (growth) ranging between 20 to 30%.Providing account leadership to the Offshore Infrastructure Service delivery team and directteams to develop program, project, product, and business strategies, implementing resultingsolutions to meet contract deliverables. Business Management (Cost, Revenue and Profitability) heading the entire account globally -
Global Delivery Manager - InfrastructureHcl Technologies Nov 2014 - Jul 2022Noida, Uttar Pradesh, InService delivery and infrastructure Operation Management. Expertise in technology transformation, Cloud Computing, Process engineering, Project/Program managementP&L and BudgetingHeading $40 M + plus client delivery engagement for US based client through 750+ onshore -offshore consultantsResponsible for Large scale Enterprise infrastructure including Network, Project Management, Architecture, Data Center Operations & Consolidation, 24x7 Helpdesk, Service Desk Support, Data Security and Service DeliveryManage and own complete end to end IT infrastructure delivery like User level support, Service Desk, Desk side support, System administration support (UNIX and Windows), Web Application support, Network Operation Center, Infrastructure projects (server farm build outs, Data Center migration etc.), Application deployment, Production incident and problem management• Business Management (Cost, Revenue and Profitability) heading the entire delivery globally• Identify and Define new delivery methodology• Managing delivery of Service desk (100,000 users) and desk side services across 22 nations• People Management (manage large teams).• Define SLA/SLO's, Solutions and Proposal writing
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Infrastructure Delivery ManagerIgate Global Solutions Aug 2012 - Oct 20141. Managing large Delivery accounts for IMS Global Business at iGate.2. Business Management (Cost, Revenue and Profitability) heading the entire delivery globally3. People Management (Manage large teams).4. Head the entire delivery function for global clients aligned to Business Plan - adherence to cost control, adherence to Net GM targets5. Identify and Define new delivery methodology6. Define SLA/SLO's, Solutions and Proposal writing -
Engagement And Delivery Manager3I Infotech Mar 2011 - Jul 2012Providing account leadership to the Offshore Infrastructure Service delivery team and direct teams to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables. Accountability for managing service provided by the offshore service delivery organization and responsible for tracking and reporting on service level performance.Overseeing the Program/Project Management team to ensure the successful delivery of key projects for the company, including protecting profit margin, maximizing customer satisfaction, and sustaining future sales opportunities. Accountable for managing optimum support delivery, maintenance of agreed service levels as well as final point of escalation by the clients as well as internal teams.Leading the team in presales activities, generating business from existing as well as new clients. Manage contractual cost, schedule, and service or product deliverables. Manage 3i resources and coordinate client resources to deliver services and solutions to support the client organization. Lead the formulation of organizational strategy and vision with regards to future path of the Company in terms of technology and align it with international standard and long term future market trends.Provide process improvement inputs to IMS support groups to streamline and address IT issues.Consolidate all IT issues affecting business productivity and bring it to the notice at appropriate meetings with backend IT support groups.Ensure regular meetings with Customers & Key stakes holders to discuss strategies to address the problem areas & providing appropriate solutioningAct as a strategic partner with the business by maintaining a good understanding of business priorities and participating actively in the Business Planning process at the organization level so as to identify/assess the areas in which IT can play a role in enhancing business effectiveness.
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Infrastructure Operations Delivery ManagerTime Inc. Apr 2007 - Mar 2011New York, Ny, Us• Manage the complete life-cycle of day-to-day IT incidents with a key focus on achieving issue resolution• Leading problem resolution efforts and post-incident reviews.• Managing the service delivery of Helpdesk support & Application deployments• Product evaluation and selection, procurement, up-gradation / migration of hardware, software, database and applications• Running weekly project meetings and status, issues and risks reporting to project stakeholders• Identify technical & role based trainings to enhance the skills of employees.• Provide high quality professional technical project management services to customers or to internal organizations • Project scheduling & analysis, Effort & Cost Estimation, Resource procurement, deployment & allocation.• Monitoring development activities; report project progress, technical support to project team. • Define project scope, develop detailed baseline project plans and technical specifications, facilitate the collection of technical, operational or business requirements, set milestones, as well as track and manage projects to successful completion• Evaluating and defining the staff’s availability for new projects versus the time taken by day-to-day maintenance tasks• Maintaining group projects and planning calendars• Oversee release and change management• Process improvement and adherence of quality and Ops processes.• Vendor relationship and offshore technical team management -
Technical Project ManagerTime Inc Mar 2007 - Mar 2011• Project, Program and Portfolio management with budgeting• Planning, scheduling, managing, and tracking discrete but overlapping projects that may range from hardware and software upgrades to Network implementations or server farm build outs.• Project management using Clarity PPM tool and PMP methodology.• Provide senior management and stakeholders with project status. • Identify and mitigate issues and risks. • Facilitates project meetings and produces meeting minutes• Working closely with senior technology management and other business-side project management organizations• Long term planning of staff resource availability that may determine the timing of technical and business driven projects or clearly demonstrate the need for additional resources• Evaluating and defining the staff’s availability for new projects versus the time taken by day-to-day maintenance tasks• Project/Program management, Operations management, ITIL/Six Sigma process engineering/improvements and technical resource management• Project delivery and Infrastructure operation management.
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Infrastructure Delivery ManagerPatni Computer Systems 1999 - 2007• Act as a Single Point of Responsibility for ensuring 3i Infotech delivers to the engagement goals as agreed mutually with client and also during Service Delivery operational issues and managing escalations• Providing account leadership to the Offshore Infrastructure Service delivery team and direct teams to develop program, project, product, and business strategies, implementing resulting solutions to meet contract deliverables.• Accountability for managing service provided by the offshore service delivery organization and responsible for tracking and reporting on service level performance.• Managed and owned complete end to end IT infrastructure delivery like User level support, System administration support (UNIX and Windows), Web Application support, Infrastructure projects (server farm build outs, Data Center migration etc), Application deployment, Production incident and problem management.• Project/Program management, Operations management, ITIL/Six Sigma process engineering/improvements and technical resource management• Facilitate and work with the teams to arrive at the root cause and recommend corrective steps • Regularly review, update and manage the Service Delivery Plan and SOW.• Ownership of meeting and exceeding Service level agreement, and other performance obligations as agreed with client.• Act as the Super technical team lead in all infrastructure domains (UNIX, Windows, Web Applications etc) – especially those that do not have dedicated, technically skilled team leads• Establishing a relationship with the client managers and senior management, and articulate the communication process. Representing Service Delivery at client owned meetings, as requested• Driving/managing service quality and identifying/participating in improvement of Service Delivery processes, continually searching for methods to improve reliability, availability, and serviceability of all services
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Sr. Customer Support EngineerUnicorp Overseas Ltd. Aug 1997 - Mar 1999Worked as Sr. technical support engineer to install & manage Compaq brand servers & desktops on different OS like UNIX, Novell and Windows NT.• Installation of new Unix Servers, PC’s and workstations• Installation of Operating systems including Network operating systems like Novell, Windows NT, SCO Unix• Installation, configuration and fine tuning of SCO Unix server, creation of users, configuring gateway and DNS• Installation and maintenance of Printers and other peripherals• Breakdown and preventive maintenance of PC’s, printers, Networks, servers• Installation of Multimedia, Modems, etc• Conducting Demonstration and training of various software and products at client’s site.• Co-ordination with customers for smooth operation of their hardware setup.
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Sr. Customer Support EngineerBusiness Link Automation India Ltd Jul 1994 - Jul 1997Worked as customer support engineer to support hardware & Network Infrastructure of Bombay stock exchange.• Installation of new Unix Servers, PC’s and workstations• Installation of Operating systems including Network operating systems like Novell, Windows NT, SCO Unix• Installation, configuration and fine tuning of SCO Unix server, creation of users, configuring gateway and DNS• Installation and maintenance of Printers and other peripherals• Breakdown and preventive maintenance of PC’s, printers, Networks, servers• Installation of Multimedia, Modems, etc• Conducting Demonstration and training of various software and products at client’s site.• Co-ordination with customers for smooth operation of their hardware setup.
Shailesh Sharma Skills
Shailesh Sharma Education Details
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St. Xavier'S CollegeComputer Science -
St. Xavier Technical InstituteElectronics
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Swami Vivekananda Jr. CollageScience
Frequently Asked Questions about Shailesh Sharma
What company does Shailesh Sharma work for?
Shailesh Sharma works for Tech Mahindra
What is Shailesh Sharma's role at the current company?
Shailesh Sharma's current role is Customer Delivery Partner.
What is Shailesh Sharma's email address?
Shailesh Sharma's email address is sh****@****ail.com
What is Shailesh Sharma's direct phone number?
Shailesh Sharma's direct phone number is +124044*****
What schools did Shailesh Sharma attend?
Shailesh Sharma attended St. Xavier's College, St. Xavier Technical Institute, Swami Vivekananda Jr. Collage.
What are some of Shailesh Sharma's interests?
Shailesh Sharma has interest in Urdu Poetry, Soccer, Cricket And Investing, Science And Technology.
What skills is Shailesh Sharma known for?
Shailesh Sharma has skills like Itil, Disaster Recovery, Service Delivery, Data Center, Program Management, Vendor Management, It Service Management, Unix, Outsourcing, Servers, Incident Management, Enterprise Architecture.
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