Ankur Sharma
Delhi
Summary
Techno-functional leader with over 16 years of global experience in delivering data-driven technology solutions across IT, telecom, e-commerce, and BFSI sectors. Proven track record in business consulting and analysis, leading digital transformation initiatives that enhance operational efficiency. Expertise in IT project management, client engagement, and quality management, with a focus on continuous process improvement. Successfully led projects across the UK, Europe, US, and India, generating measurable business value for top-tier clients.
Overview
16
16
years of professional experience
8
8
Certification
Work History
Associate Director
Firstsource Solution Limited
Delhi
10.2024 - Current
- Spearheaded the creation of interaction mining capability from the ground up, establishing a critical function previously absent within the organization.
- Built and scaled a high-performing team by onboarding business analysts and domain experts & consultants to support rapid growth.
- Led successful interaction mining implementations across BFSI, Logistics, Digital Intake functions and growing more.
- Identified revenue leakages and process bottlenecks through data-driven insights, delivering actionable solutions to optimize operations.
- Enabled measurable business impact through improved process visibility, 30% additional operational efficiency, 70% reduction in manual redundant tasks, 55% increase in automation rate and strategic decision-making.
- Influenced C-level stakeholders through compelling insights and results, establishing interaction mining as a critical enabler of business performance and innovation.
Business Consultant
Tech Mahindra Ltd
Noida
11.2023 - 10.2024
- Worked as Business Consultant for various projects.
- As a part of Digital Transformation team managed enhancements of legacy system and contributed to future roadmap of migration to new enhanced workflow orchestration tool.
Business Consultant
Tech Mahindra Ltd
London
01.2020 - 10.2023
- Multiple Clients/Accounts - Worked as a business consultant for various projects. As a part of the Digital Transformation team managed enhancements of legacy systems and contributed to the future roadmap of migration to a new enhanced workflow orchestration tool.
- Process Mining - Using data mining reporting and analysis, defined more strategic focus and strong business acumen, which demonstrates an agile and analytical approach, set governance for different clients, and defined SOPs/SOWs as a part of maintaining data quality.
- Task Mining - Using AI-driven task discovery approach to uncover inefficiencies in manual work patterns outside your transactional system.
- Developed an industry-first Process + Task Mining working model; this gives a 360-degree view to stakeholders.
Business Consultant
Tech Mahindra Ltd
Noida
10.2018 - 12.2019
- Implemented / used Process & Task Mining approach on various projects to identify and deliver benefits to the end client.
- Liaised with the product owner for refining the backlog and ensuring the right requirements and prioritized features were drafted and signed off with relevant stakeholders, respectively.
- plannedUsed LEAN Six Sigma principles to identify and model improvements to existing (or non-documented) processes.
- Developed process improvement strategy at the client/engagement level, planned and executed the project, and managed the process improvement program for each business, working closely with clients, operations, and Support teams.
Inventory Specialist
BT Global Business Services Private Limited
Gurugram
09.2015 - 10.2018
- Task Mining implementation & value engineering.
- As an Inventory Analyst for Data CoE (Center of Excellence), serving numerous clients on Data Cleansing, Initial Inventory Build, and Asset Inventory Management in order to create a strategic system with standardized processes to achieve improvement in existing projects and improve contract health.
- Managed the E2E Cycle of Data Cleanse, right from the contract effort estimation, production of pre-requisite documents, project plans, and different reports till data cleanse completion.
- Provide insights into business performance, identifying areas of deep dive, analyze and suggest Improvements to various initiatives in the segment.
- Providing solutions to significant inventory flow issues with the ability to understand the criticality of any given system.
Team Lead
IBM India Pvt Ltd
Gurugram
01.2014 - 03.2015
- Allocating jobs and workloads to individual team members based on their ability.
- Implementing new initiatives and making sure all team members understand them.
- Giving prompt and accurate information on individual team member's performance.
- Making sure all tasks given to the team are done on time and to the required standard.
- Establishing the team's targets as a reflection of the company's objectives.
Team Lead
IBM Business Process Services Pvt. LTD
Gurugram
08.2011 - 12.2013
- Allocating jobs and workloads to individual team members based on their ability.
- Implementing new initiatives and making sure all team members understand them.
- Giving prompt and accurate information on individual team member's performance.
- Making sure all tasks given to the team are done on time and to the required standard.
- Establishing the team's targets as a reflection of the company's objectives.
Technical Support Officer
Dell International Services
Gurugram
11.2009 - 07.2011
- To troubleshoot different software issues that consumer encounter while using a system built on the Windows Operating System.
- Resolving all the software-related issues for DELL and the Third-party software.
- Conducted different sessions for the new joiners during the induction program.
- Generating different reports using the company's internal tool (like preparing the roster for next month, planning leaves for teammates etc.).
Technical Support Officer
Convergys
Gurugram
11.2008 - 11.2009
- Resolving internet-related issues for OPTUS customers.
- Generating bills for the customers.
- Generating different reports using the company's internal tool.
- Guiding the new joiner in the team.
- Conducted different sessions for the new joiners during the induction program.
Education
Master of Business Administration - Information Technology & Marketing Management
Swami Vivekanand Subharti University
India03.2024
Bachelor of Business Administration - Computer Aided Management
IP University
India03.2008
Skills
- Process Mining
- Task Mining
- Process Simulation
- Lean Methodologies & SDLC
- Data Modelling & Data Transformation
- Process Analysis & Re-designing
- RPA consulting
- Quality Assurance and governance
- Process Modelling (BPMN)
- Process Discovery
- Data Analytics & Testing
- Process Re-engineering & Automation (RPA)
- SQL (Programming Language)
- Data Visualization
- Interaction mining
- Stakeholder engagement
- Digital transformation
Certification
- Celonis Certified
- Software AG Certified
- Soroco Certified
- ARIS Process Mining Professional
- ARIS Process Modeler
Disclaimer
I hereby declare that the above information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application.
Languages
- English
- Hindi
Websites
Timeline
Associate Director
Firstsource Solution Limited
10.2024 - Current
Business Consultant
Tech Mahindra Ltd
11.2023 - 10.2024
Business Consultant
Tech Mahindra Ltd
01.2020 - 10.2023
Business Consultant
Tech Mahindra Ltd
10.2018 - 12.2019
Inventory Specialist
BT Global Business Services Private Limited
09.2015 - 10.2018
Team Lead
IBM India Pvt Ltd
01.2014 - 03.2015
Team Lead
IBM Business Process Services Pvt. LTD
08.2011 - 12.2013
Technical Support Officer
Dell International Services
11.2009 - 07.2011
Technical Support Officer
Convergys
11.2008 - 11.2009
Master of Business Administration - Information Technology & Marketing Management
Swami Vivekanand Subharti University
Bachelor of Business Administration - Computer Aided Management
IP University
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