ABHISHEK SHARMA
Indore
Summary
IT Service Management (ITSM) professional with 12 years of total and 7 years of hands-on experience in Incident, knowledge, Problem & Major incident Management, with strong expertise in using ServiceNow as the primary ITSM tool. Experienced in managing high-priority incidents, facilitating cross-functional bridge calls, performing impact analysis, and collaborating with technical and business stakeholders to restore services within SLA.
Overview
15
15
years of professional experience
Work History
Incident Manager
Tata Consultancy Services
2021.08 - Current
- Managing and leading end-to-end Major Incident Management service
- Support & provide required analysis to major incident management team with bridge calls with support teams, on-call support application teams and management
- Using ITIL best practices to support affected business units by managing, directing coordinating and communicating across multiple technical and nontechnical teams
- Established standards and procedures that maximized operation responses to encountered incidents and minimize service availability interruptions
- Preparing post review documents and attend problem management review meetings to ensure determination of root cause
- Handling Knowledge articles database and providing weekly updates
- Manage Escalations - Provide first point of escalation within to avoid any SLA's
- Provide training and technical support on the incident management process for the new users.
- Analyze incident records to determine any trends and provide analysis of incident data and communication of that to technical groups and business stakeholders
- Implement escalation procedures when necessary to ensure swift resolution of major incidents and engage senior management as needed
- Maintain documentation of major incidents, including timelines, actions taken, resolutions, and lessons learned for future reference and continuous improvement.
Senior Engineer -Service Desk
Siac SKH India cabs Mfg. Pvt. Ltd.
2018.10 - 2021.08
- Troubleshooting, Diagnose and resolve hardware, software, and network issues
- Managing requests: Prioritize, document, and manage incoming requests via phone, email, chat, or in person
- Escalating issues: Route incidents and requests to the appropriate teams
- Perform system updates, tests, and maintenance to avoid service interruptions
- Updating knowledge base, expand the company's knowledge database
- Support & provide required analysis to major incident management team with bridge calls with support teams, on-call support application teams and management
- Using ITIL best practices to support affected business units by managing, directing coordinating and communicating across multiple technical and non-technical teams
- Preparing post review documents and attend problem management review meetings to ensure determination of root cause
- Handling Knowledge articles database and providing weekly updates
Planning Executive
JBM Auto Ltd.
Faridabad
2015.05 - 2018.09
- Developed strategic planning initiatives for production schedules and resource allocation.
- Managed supplier relationships to ensure timely delivery of materials and components.
- Maintained up-to-date knowledge of industry standards, regulations and best practices.
- Develop and maintain production schedules based on customer orders, forecasts, and stock levels.
- Coordinate with procurement, warehouse, and production teams to ensure the timely availability of materials and resources.
- Adjust schedules in response to delays, equipment breakdowns, or urgent orders.
- Act as a liaison between production, quality control, procurement, and dispatch teams.
- Ensure all stakeholders are updated on changes in schedules or priorities.
Junior Manager
Tata Cummins Ltd.
Pune
2010.10 - 2015.04
- Manage Engineering(ECRs) and Engineering Change Orders (ECOs) from initiation to closure, ensuring all changes are documented in accordance with company procedures.
- Collaborate with design, quality, manufacturing, supply chain, and project management teams to assess the technical, cost, and schedule impacts of changes.
- Maintain and update Engineering Change Management systems (PLM/ERP tools such as Windchill, Teamcenter, SAP, or Agile PLM).
- Ensure all drawings, BOMs (Bill of Materials), specifications, and process documentation are updated accurately.
- Coordinate cross-functional review meetings to gain approvals for changes.
- Track the implementation status of approved changes to ensure timely execution and minimal impact on production and customers.
Education
B Tech - Computer Science
Rajiv Gandhi Technical University
Bhopal2024-11
Advance Diploma - Tools & Die Making
Rajeev Gandhi Technical University
01.2011
High School -
CBSE
01.2007
Skills
- Incident Management
- Problem Management
- RCA
- Service Management
- Knowledge Management
- ITIL framework
- Post incident meetings
- Major Incidents Management
- Incident Lifecycle
Personal Information
Date of Birth: 08/13/91
Languages
- Hindi
- English
Hobbies and Interests
- Reading Blogs and books
- Watching podcasts
Passport Available
True
Tools Known
- Service Now
- Splunk
- MS Excel 2016
Languages
Hindi
First Language
English
Proficient
C2
Projects & Achievements
- Reduced average incident resolution time by 18% in FY 2023-2024 through knowledge base optimization.
- Led automation initiative to auto closed low priority incidents, reducing tickets backlog by 20%.
Timeline
Incident Manager
Tata Consultancy Services
2021.08 - Current
Senior Engineer -Service Desk
Siac SKH India cabs Mfg. Pvt. Ltd.
2018.10 - 2021.08
Planning Executive
JBM Auto Ltd.
2015.05 - 2018.09
Junior Manager
Tata Cummins Ltd.
2010.10 - 2015.04
B Tech - Computer Science
Rajiv Gandhi Technical University
Advance Diploma - Tools & Die Making
Rajeev Gandhi Technical University
High School -
CBSE