Ashok Sharma
Customer Success Manager
New Delhi
Summary
A results-oriented IT Management Professional professional with more than 12 years of experience in efficiently onboarding of clients, understanding and taking their requirements, managing order processing, ensuring timely fulfillment and customer satisfaction by optimizing workflows, minimizing errors, and collaborating effectively with cross-functional teams to achieve operational excellence; adept at utilizing order management systems to track and analyze data for continuous improvement. Hands on experience in handling overall Project and Financial activities right from Conceptualization stage to the execution and closure.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
Work History
Customer Success Manager (Account Aggregator)
CAMSFinserv
10.2023 - Current
- Working on API integration-based environment, where we are integrating our applications with the different clients of BFSI domain by understanding their use case and the expectations from this integration
- Gathering requirements from the vendors by meeting them in person or through the phone or online meetings
- Based on that we provide them the solution and in case of any queries or concerns we connect their tech spocs with our technical team for timely resolution
- Troubleshooting various technical issues during integration activities at our level first and if required we arrange an in-person meeting as well
- Validation testing of various merchants’ applications like LOS, LMS portals or android based applications in BFSI domain
- Working as an account aggregator which is new role initiated by RBI to exchange the informations between various FIU’s and FIP’s in the BFSI domain
- Test and run the APIs requests and responses through postman
Integration Engineer
Pine Labs
10.2020 - 06.2023
- Working on various payment integration techniques like website payment gateway integration of websites through APIs, android apps integrations, web based and window-based application integrations
- Gathering merchants and business team requirements and provide them suitable solution for integrating merchant’s billing applications with payment gateway as per their requirement and billing application architecture
- Troubleshooting various technical issues during integration activities
- Validation testing of various merchants billing applications like Desktop based, web based and android based applications in concern of payment gateway
- Configuration of various feature of payments like Card transactions, UPI, Bank and brand EMI
- Test and run the APIs requests and responses through postman
DC-Ops Lead & Process Manager (Incident, Change)
HCL Technologies Ltd.
07.2015 - 10.2020
- As a DC-Ops lead, I am responsible for managing a team of around 8 members
- Responsible for managing the roster of the team, their leaves and getting routing work done by the team in timely manner
- Responsible for preparing the productivity data for the team and conducting the team meetings whenever required
- Maintaining awareness of all Critical Incidents
- Manage team resources effectively to ensure appropriate resource are available at all times
- Accountable for performance standards within the Incident Control team
- Acting as escalation point for any issues relating to Area Incident Control team.
- Provide internal clients with value added technical insights in areas of functional expertise
- Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue
- Lead day-to-day operational activities in of the Incident Management Team
Major Incident Manager
General Electric (GE),HCL Technologies Private Ltd
05.2010 - 04.2015
- Drive efficiency and effectiveness of the incident management process
- Enforce process and standards, and work to improve process
- Ensure that the team undertake all Incident Management activities to agreed standards including: o
- Establish project measures to ensure that the project is on-time, on-budget and meets the customer’s specifications
- Examining work queues for Incidents with the effort of missing service agreements
- Ensuring operational effectiveness and efficiency of Incident Management process
- Initiating Incident Management, by recognizing/verifying an event or an issue reported through Request Management
- Monitor the incidents workload per Tier 1 Analyst to ensure that the Service Level Agreement are respected
- Escalate Incidents at risk of breaching Service Level Agreement with the respective Coordinator
Education
PGDCA - Post Graduate Diploma in Computer Application
Kurukshetra University
DAV College Cheeka 01.2006 - 01.2008
Bachelor of Commerce - Regular
Kurukshetra University
01.2002 - 01.2005
Intermediate - undefined
Central Board of Secondary Education
01.2001 - 01.2002
High School - undefined
Central Board of Secondary Education
01.1999 - 01.2000
Skills
Customer relationship building
Team Handling
Customer retention
Customer account management
Strategic planning to achieve goals
Training and mentoring
Inter-department collaboration
Problem-solving aptitude
Professional Synopsis
12, Project Management Consulting, Lean IT, IT Infrastructure Management, Process Management, Service Delivery, SQL-Server 2005/2008, SQL Server 2012, Troubleshooting database connectivity issues, Excellent decision-making, Self-motivation, Interpersonal and communication skills
Technical Knowledge
MS Project, Jira, Smartsheet, Spreadsheet, MS Office (Excel, Power Point, Word), Windows 10, Windows 8, Windows 7, Windows XP, Windows Server 2016, Windows Server 2012, Windows Server 2008, Windows Server 2003
Monitoring And Ticketing Tools
- JIRA
- Service Now
- SCOM
- SYSWATCH
- NAGIOS
Personal Information
- Date of Birth: 01/30/84
- Marital Status: Married
Disclaimer
I hereby declare that the above written particulars are true to the best of my knowledge and belief.
Professional Enhancements
- ITIL Foundation Certificate in IT Service Management, GR750304884NS
- Project Management Professional Training
Timeline
Customer Success Manager (Account Aggregator)
CAMSFinserv
10.2023 - Current
Integration Engineer
Pine Labs
10.2020 - 06.2023
DC-Ops Lead & Process Manager (Incident, Change)
HCL Technologies Ltd.
07.2015 - 10.2020
Major Incident Manager
General Electric (GE),HCL Technologies Private Ltd
05.2010 - 04.2015
PGDCA - Post Graduate Diploma in Computer Application
Kurukshetra University
01.2006 - 01.2008
Bachelor of Commerce - Regular
Kurukshetra University
01.2002 - 01.2005
Intermediate - undefined
Central Board of Secondary Education
01.2001 - 01.2002
High School - undefined
Central Board of Secondary Education
01.1999 - 01.2000
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