Summary
Overview
Work History
Education
Skills
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Certification
Awards
Languages
Personal Information
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ANISH SHARMA (ITIL, PMP)

ANISH SHARMA (ITIL, PMP)

Noida

Summary

With 11 years of experience in IT Service Management (ITSM), I bring a strong background in leading cross-functional teams, managing service delivery, and implementing ITIL-based processes across Incident, Change, Problem, Release, and Knowledge Management. I am ITIL and PMP certified, and have consistently delivered operational excellence by aligning business needs with IT solutions. I have a proven track record in driving process improvements, ensuring SLA and KPI adherence, managing high-priority incidents, and facilitating successful change and release implementations. As a strategic leader, I excel in stakeholder management, risk analysis, and mentoring teams to achieve high performance and continuous growth. My experience in managing multi-regional teams and vendor relationships has enabled me to deliver superior service while optimizing efficiency and reducing operational costs.

Overview

12
12
years of professional experience
1
1
Certification

Work History

CFS Lead - Managed Services

HCL Technologies Ltd.
Noida
02.2024 - Current
  • Lead the Incident and Change Management teams, ensuring seamless coordination, timely resolution, and compliance with defined SLAs, and governance standards.
  • Own and manage the full lifecycle of incidents, major incidents, problems, changes, releases, defects, and knowledge articles across cross-functional delivery teams.
  • Act as the Single Point of Contact (SPOC) for high-impact incidents, driving rapid recovery via bridge calls, stakeholder communication, and technical team coordination.
  • Govern the Change and Release Management lifecycle by overseeing planning, risk assessment, scheduling, approvals (CAB), and the implementation of changes into production environments.
  • Facilitate post-incident RCAs, and long-term remediation through structured Problem Management processes, and proactive trend analysis.
  • Drive defect management by conducting defect triages, prioritizing critical issues, and collaborating with development and QA teams to ensure timely resolution.
  • Promote and oversee knowledge management, ensuring the creation, review, and publication of high-quality knowledge articles that enhance operational efficiency.
  • Monitor service performance, identify improvement areas, and deliver operational dashboards, RCA summaries, and KPI reports to leadership.
  • Conduct regular governance meetings with stakeholders to review performance metrics, change readiness, risk assessments, and service improvement initiatives.
  • Ensure alignment with ITIL best practices, audit compliance, and continuous process improvements.
  • Mentor and guide team members across ITSM functions to build operational maturity and drive a high-performance service delivery culture.

Program & Project Mgmt Specialist

Accenture Solutions Pvt. Ltd.
Noida
07.2021 - 02.2024
  • Accountable for operational processes across Incident Management (IM), Change Management (CM), Problem Management (PM), Knowledge Management (KM), and Service Request Management (SRM) for new service introductions.
  • Defined and documented comprehensive project requirements by analyzing business needs and translating them into actionable deliverables.
  • Managed RAID (Risks, Assumptions, Issues, and Dependencies), ensuring timely escalation and resolution of blockers to keep projects on track.
  • Oversaw project planning and execution by assigning tasks, tracking progress, and ensuring accountability across the project team.
  • Delivered governance reporting, monitored project milestones, and handled time tracking and approvals in alignment with PMO standards.
  • Ensured adherence to organizational project management methodologies and best practices throughout the project lifecycle.
  • Maintained and managed action item logs, ensuring timely updates and follow-through on deliverables.
  • Monitored service delivery against agreed SLAs, OLAs, and KPIs, conducting regular reviews to ensure continuous improvement and compliance.
  • Conducted regular 1:1 meetings, team huddles, skip-level sessions, and other leadership touchpoints to ensure effective team engagement and performance.
  • Facilitated weekly E-CAB/CAB meetings across global regions to review, assess, and approve scheduled changes, ensuring minimal risk and business impact.
  • Delivered onboarding and process training to new team members and led continuous improvement sessions to enhance team capability and efficiency.
  • Actively engaged with clients to understand their expectations, requirements, and priorities, ensuring that appropriate actions were taken to meet or exceed service delivery targets.
  • Contributed to knowledge-sharing forums and provided strategic input to streamline workflows and enhance process effectiveness.
  • Analyzed operational trends and proactively implemented improvements to enhance overall service delivery quality and consistency.

Solutions Engineer

Quatrro global services Pvt. Ltd.
Gurugram
12.2016 - 11.2021
  • Prioritized and assigned all Incidents, Service Requests, and Problems received in the team’s Remedy queue to ensure timely and effective handling.
  • Performed initial investigation and diagnosis of assigned tickets, documented detailed findings in Remedy, and reassigned to appropriate support teams when necessary.
  • Ensured resolution of Incidents, Requests, Changes, and Problems within the team's scope of access and capability to restore normal service operations efficiently.
  • Managed end-to-end incident lifecycle, including oversight of incident progression and communications with stakeholders at various levels.
  • Monitored team performance against defined KPIs and quality standards, driving accountability and consistency in service delivery.
  • Fostered team growth by identifying skills gaps, promoting continuous improvement, and supporting training initiatives for the Incident Management team.
  • Acted as the escalation point for complex technical issues requiring in-depth analysis or cross-team collaboration.
  • Coordinated efforts among diverse IT support personnel across different locations and cultural backgrounds to ensure unified incident response.
  • Ensured that direct reports and project team members had a clear understanding of their roles, responsibilities, and performance expectations.
  • Led the logging, categorization, and prioritization of incidents based on business impact and urgency, to ensure appropriate response and resolution timelines.
  • Contributed to the Known Error Database (KEDB) by documenting recurring issues, known errors, and workarounds for future reference and quicker resolution.
  • Supported and participated in post-incident review (PIR) activities to identify root causes and implement proactive remediation measures to prevent recurrence.

Senior Executive - Managed Services

NEC Corporation India Pvt. Ltd.
Delhi
11.2017 - 07.2021
  • Provided day-to-day oversight of all active Change Requests (CRs), including thorough review, coordination of approvals, and timely closure.
  • Took complete ownership of the end-to-end change evaluation process, ensuring alignment with ITIL standards, including assessment of business risk, impact analysis, and validation of implementation and back-out plans for Normal, Emergency, and Standard changes.
  • Conducted Post Implementation Reviews (PIRs) for failed or high-risk changes, offering detailed feedback on release outcomes and driving the adoption of lessons learned to prevent recurrence and enhance future change success.

Process Specialist

Techiesolve IT Solutions Pvt. Ltd.
Delhi
08.2013 - 10.2016
  • Created and maintained Knowledge Base (KB) articles to document quick workarounds and permanent solutions for recurring incidents, enhancing first-call resolution rates.
  • Provided technical support for hardware, software, and network issues via telephone, email, and chat to end users, ensuring timely and effective resolution.
  • Escalated issues to Level 2 or Level 3 support teams when required, ensuring proper routing and follow-up on escalated tickets.
  • Collaborated with vendors and internal support teams to facilitate resolution of complex hardware, software, or network-related issues.
  • Performed user account provisioning and management, including password resets, access rights configuration, and onboarding/offboarding support.
  • Utilized the Incident Management System to log, track, and document all incidents, service requests, resolutions, and workarounds in accordance with ITIL practices.
  • Responded promptly to user inquiries via phone, email, instant messaging, and ticketing systems; assigned incidents to appropriate support groups and ensured follow-through to resolution.
  • Diagnosed issues by engaging with users to collect logs, isolate problems, conduct root cause analysis, and execute resolution steps.
  • Handled user account lifecycle activities, including creation, modification, and deactivation in compliance with access policies.
  • Escalated complex or unresolved issues to the appropriate technical specialists, ensuring minimal disruption to user operations.Escalate complex problem to appropriate support specialists.

Education

Bachelor of Technology (B.Tech.) - Computer science engineering

B K Birla Institute of Engineering And Technology
Pilani, RAJ
01.2013

Skills

  • Cross-Functional Leadership
  • ITIL Process Expertise
  • Service Delivery Management
  • Incident & Major Incident Handling
  • Change & Release Management
  • Problem & Defect Management
  • Knowledge Management
  • Stakeholder & Vendor Coordination
  • Risk & Impact Analysis
  • Governance & Compliance
  • Team Mentoring & Development
  • Process Improvement Initiatives
  • SLA / KPI Monitoring
  • CAB / E-CAB Facilitation
  • Post Implementation Review (PIR)
  • Project & RAID Management
  • Communication & Escalation Handling
  • User Support & Access Management

Certification

  • ITIL V4 Foundation in IT Service Management - AXELOS
  • Change Management in IT Service Operation - Udemy, Inc
  • Project Management Professional (PMP) - PMI

Awards

  • Awarded by Customer for excellence in compliance and deliveries in RUN TIME at NEC.
  • Best Debut Award - 12/01/18
  • Team Oscar Award - 01/01/19
  • Customer delighted Award - 01/01/19
  • Critical Resource Award - 09/01/19
  • Consider It Done Award
  • Innovation in Process Improvement Award
  • Best Change Advisory Board Leader Award
  • Continuous Improvement Champion Award

Languages

  • English
  • Hindi

Personal Information

  • Passport Number: Available
  • Father's Name: Ashok Kumar Sharma
  • Date of Birth: 01/01/92
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

Languages

Hindi
First Language
English
Proficient (C2)
C2

Timeline

CFS Lead - Managed Services

HCL Technologies Ltd.
02.2024 - Current

Program & Project Mgmt Specialist

Accenture Solutions Pvt. Ltd.
07.2021 - 02.2024

Senior Executive - Managed Services

NEC Corporation India Pvt. Ltd.
11.2017 - 07.2021

Solutions Engineer

Quatrro global services Pvt. Ltd.
12.2016 - 11.2021

Process Specialist

Techiesolve IT Solutions Pvt. Ltd.
08.2013 - 10.2016

Bachelor of Technology (B.Tech.) - Computer science engineering

B K Birla Institute of Engineering And Technology

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ANISH SHARMA (ITIL, PMP)