Harsh Sapra
Delhi
Summary
ITSM Specialist with extensive experience at HCLTech, specializing in incident management and service restoration. Proficient in ITIL methodologies, resulting in improved customer satisfaction and enhanced team performance. Expertise in BMC Remedy and dedicated to mentoring junior staff, promoting continuous improvement and operational excellence.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Technical Operations Lead
HCLTech
Noida
12.2024 - Current
- Resolved customer issues by collaborating with cross-functional teams.
- Developed comprehensive documentation for incident management procedures.
- Monitored incident tickets, ensuring alignment with service level agreements.
- Coordinated timely service restoration post-major incidents with IT teams.
- Enhanced systems and integrated new technologies through collaboration with IT departments.
- Analyzed feedback surveys to pinpoint improvement areas.
- Facilitated meetings to gather requirements and address stakeholder concerns effectively.
- Mentored junior IT staff and conducted regular performance reviews.
- Facilitated training sessions for staff on incident management best practices and tools.
Senior System Administrator (Service Manager)
ITBD
Noida
08.2021 - 12.2024
- Monitored P1 and P2 incidents, escalating to Major Incident Manager as necessary.
- Trained team members in incident management and standard change handling processes.
- Coordinated with technical teams to ensure effective incident resolution.
- Contributed to knowledge database by creating and reviewing process documentation.
- Prepared and shared Root Cause Analysis reports with stakeholders.
- Chaired Change Advisory Board calls to assess changes and impacts.
- Published notification alerts for P1 and P2 incidents to management and customers.
- Delivered daily, weekly, and monthly reports to management and stakeholders.
- Analyzed incident data to identify trends and recommend proactive measures.
Lead - Major Incident Management
HCL Technologies
05.2018 - 07.2021
- Performing Critical Incident Management activities like Monitoring CIM queue, Escalation, notification to process stakeholders like SDMs, Managers, Track leads, DU head etc.
- Resource provisioning and bringing Service Restoration team on a common platform by establishing a communication channel via Bridge Call or Skype Chat.
- Initial Audit of Critical Incidents (P1/P2s) for correct priority and ensuring process following like proposing critical, Affected CI, Incident Summary and necessary attachments are there.
- Meeting IM team members for providing feedback on operational performance and guidance.
- Providing periodic major incident metrics reports
- Handling customer escalation and tracking till closure
- Operations Lead, HCL Technologies
Operations Lead
HCL Technologies
05.2017 - 04.2018
- Proficient in managing the project SLA and KPI.
- Our team is handling L1.5 issues related AD user management, on both workgroup and domain environment, desktop troubleshooting related, printer, Vsphere web management, Virtual firewall (pFsense), Veeam backup.
- Handling escalation cases and ensuring customer satisfaction.
- Leading & monitoring the performance of team members to ensure efficiency in project operations.
- Guiding and leading the SME’s and leads to work effectively focusing on providing excellent customer service and fulfillment of SLA and KPI.
- Reviewing weekly and monthly performance report and helping team to meet all challenges by facilitating support with arranging weekly technical sessions from senior team members
- Have monthly review meeting with clients and discuss performance of the team members and close all open challenges.
Service Desk Lead
HCL Technologies
Noida
08.2014 - 04.2017
- Managing two teams- GAM (12 headcount) and TAC (Technical assistance center) (18 headcount)
- Handling supervisor-based escalation request to provide on time and quicker turnaround time.
- Preparing Monthly Stacks for the Team and Pulling out Aux usage reports along with monthly stacks based upon forecasting.
- Resource availability management to make sure the shift is staffed as per the requirement.
- Discussion with customer on transition and shift left opportunities.
- Pulling reports from Remedy 8.1 for queue monitoring and reporting purpose
- Auditing tickets processed by agents to check for quality/process errors.
- Sharing feedback with agents on one-one or team huddle basis.
- Sharing monthly operation reports with Client and attending Biweekly review meetings to implement new processes and ideas based on current metrics.
- Senior customer support engineer, Microclinic India Pvt ltd (Onsite BACARDI India Pvt. ltd)
Senior customer support engineer
Microclinic India Pvt ltd (Onsite BACARDI India Pvt. ltd)
06.2012 - 01.2014
- Handling Data-Card related issues and Queries, troubleshooting Printers problems
- Troubleshooting all operating systems (WinXP and Win 7) related issues on Client side
- Creating New user in AD (Server 2003) and performing operations like adding users to group, creating home folder and providing access to users/groups on shared folders
- Call coordination with vendors and partners – including call logging, follow-up and timely resolution and follow ups.
- Global reporting to the Global team of Asia pacific including inactive ad accounts, antivirus updates, WSUS updates on clients and hardware/software reports using audit wizard software.
- Performing daily backup and restore (when needed) of all servers using CA arcserve
- System administrator, Allied digital services private Ltd.(Onsite Torus insurance Business solutions)
System administrator
Allied digital services private Ltd.(Onsite Torus insurance Business solutions)
12.2010 - 05.2012
- Handling Data-Card related issues and Queries, troubleshooting Printers problems
- Coordination with vendors for all type of hardware and software issues.
- Maintenance and administering VDI and IGEL Thin client machines through software’s like Vsphere client, Universal management suite console, SCCM client center.
- Activation, deactivation, and maintenance of issues related to Access cards through Honeywell software console
Education
Senior Secondary - CBSE
DAV School
03.2002
Secondary School - CBSE
DAV School
03.2000
MBA - Operations
ICFAI
B.Com - H
Delhi University
Skills
- BMC Remedy
- VMware
- Vsphere
- ITIL V3 (Certified)
- ITIL 4 (Certified)
- Customer satisfaction
- Incident management
- Service restoration
- Root cause analysis
- Team leadership
- Training and mentoring
- Communication skills
Certification
- ITIL V3
- Vulnerability Management - Qualys
- ITIL 4 Foundation
Languages
English, Hindi, Punjabi
Awards
Have been awarded HCL O infinity achievers league which was awarded for being a top performer for 7 consecutive appraisal cycle, HCL Technologies, Best lead - for excellent performance by the whole team I was leading maintaining the quality and CSAT targets, HCL
Timeline
IT Technical Operations Lead
HCLTech
12.2024 - Current
Senior System Administrator (Service Manager)
ITBD
08.2021 - 12.2024
Lead - Major Incident Management
HCL Technologies
05.2018 - 07.2021
Operations Lead
HCL Technologies
05.2017 - 04.2018
Service Desk Lead
HCL Technologies
08.2014 - 04.2017
Senior customer support engineer
Microclinic India Pvt ltd (Onsite BACARDI India Pvt. ltd)
06.2012 - 01.2014
System administrator
Allied digital services private Ltd.(Onsite Torus insurance Business solutions)
12.2010 - 05.2012
Senior Secondary - CBSE
DAV School
Secondary School - CBSE
DAV School
MBA - Operations
ICFAI
B.Com - H
Delhi University
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