Outdoor sports
Hi, I’m
Mandeep Sharma
Incident Management Specialist in Service Operations
Noida,UP
Summary
Adept at driving IT service excellence and incident management at British Telecom E-Serv India Pvt. Ltd., I leverage strong leadership and analytical skills to enhance service delivery, achieving a notable increase in customer satisfaction. My proactive approach and client-focused mindset, backed by strategic planning, have been pivotal in fostering innovation and continuous improvement.
Overview
20
years of professional experience
6
Certifications
Work History
British Telecom E-Serv India Pvt. Ltd.
Incident Management Specialist
05.2017 - Current
Job overview
- Led and managed the Incident Management function, ensuring smooth and effective IT service delivery within SLAs
- Oversaw incident triage, diagnosis, resolution, and post-incident analysis
- Collaborated effectively with other ITSM stakeholders (Problem Management, Change Management, Service management) for seamless incident resolution & customer service delivery
- Guided and mentored junior team members, fostering professional growth
- Conducted root cause analysis and implemented continuous improvement plans to enhance service delivery and customer satisfaction
- Successfully managed high-visibility and technically challenging customer incidents
- Ensured adherence to ITIL best practices and service level agreements
- Built and maintained strong relationships with key stakeholders, including customers and business units
- Regularly conducted weekly/monthly service reviews with customers, presented aging case insights, and collaborated with vendors like Cisco TAC and Zscaler
- Stay abreast of emerging technologies and ensuring the effective use of incident management tools and monitoring system performance and identifying areas for improvement
- Identifying areas for improvement and implement changes to enhance efficiency and effectiveness
- Collaborate with other ITSM teams to enhance overall service quality
- Encourage and support innovation and best practices within the incident management team
- Developing and maintaining incident management knowledge base by documenting best practices, lessons learned
British Telecom E-Serv India Pvt. Ltd.
Connect Intelligence Application Performance Specialist
05.2017 - 12.2023
Job overview
- Served as a Subject Matter Expert (SME) for multiple global Application Performance Management (APM) contracts, providing technical leadership and support to design teams
- Validated and implemented optimization strategies, ensuring successful deployment of services
- Actively researched and evaluated emerging technologies, including ThousandEyes and Aternity, leading multiple ThousandEyes Proof-of-Concepts (POCs) for new customers
- Functioned as the primary customer liaison during critical incidents, collaborating with internal teams to expedite resolution and restore application and network stability
- Developed and delivered compelling presentations to showcase the value proposition of managed services to customer pools, effectively communicating the benefits of our offerings
- Proactively identified and introduced advanced service offerings to existing customer accounts, including O365 optimization, VaaS, Aternity, and cloud-based visibility solutions
- Collaborated with the capacity planning team, analyzing device utilization data to proactively order upgrades and ensure uninterrupted service delivery
- Analyzed monthly capacity management reports for Riverbed and Ipanema devices within customer networks to anticipate potential challenges and proactively recommend mitigation strategies
- Effectively communicated new technologies, features, and benefits (SaaS, Cloud Acceleration, Client Acceleration) to customers, fostering confidence and encouraging their adoption
- Collaborated closely with 3rd and 2nd line support teams to resolve incidents, serving as the primary customer contact for WAN optimization and application control issues related to Riverbed and Ipanema technologies
- Provided guidance to 3rd line support teams on the deployment of SSL, Citrix, SaaS, SMB, and MAPI optimization solutions within customer networks
- Acted as a technical leader and point of reference for network, application performance, and security, supporting mission-critical environments
- Engaged cross-functional teams and partners to deliver the most effective and efficient resolutions
- Contributed significantly to service propositions, collaborating with various teams to define network design, technology selection, backup plans, operational support policies and procedures, and continuous improvement initiatives
NTT Data
Delivery Manager II
03.2011 - 05.2017
Job overview
- Company Overview: Formerly Dell Services
- Leading multiple support teams like Network, Firewall & Load balancers to ensure technical support on L2 & L3 level within service operation
- Delivers service levels with in pre-defined budget by senior leadership
- Makes sure teams has appropriate staff capacity
- Review customer orders and plan and coordinate delivery activities
- Build positive and productive working relationships with customers for business growth
- Analyze and troubleshoot delivery issues in a timely fashion
- Manage a delivery team to ensure timely and accurate customer deliveries
- Perform resource allocations and workload assignments according to delivery requirements
- Ensure that team maintains high level of competence and operational excellence
- Evaluate the performance of team members and determine training needs
- Serve as primary contact for customer inquiries and concerns
- Analyze customer orders, set delivery priorities and make schedule adjustments to meet timely delivery goals
- Develop process improvements to achieve cost effectiveness and time saving
- Report delivery status to customers and develop required delivery documentations
- Handling most critical projects like IPSLA ticketing, Automation, BW Heatmap exercise and working closely with Moody’s Vice President (Network and Infrastructure)
- Closing ticket trends and incident analysis on monthly and quarterly basis
- Leading volume reduction exercise
- Formerly Dell Services
Tech Mahindra
DTAC Engineer
03.2010 - 03.2011
Job overview
- Installation and configuration of Cisco Catalyst 6500 series and 4500 series switches and routers
- Part of a team involved in standardizing configuration of Cisco Switches
- Using AT&T tools like GPS and RAPIDO during the installation of devices
- Preparing network documentation before the install and updating the documentation after any modifications
- I was attending technical review meetings with the client AT&T
HCL Comnet Systems & Services Ltd
Senior Network Specialist
01.2008 - 03.2010
Job overview
- Was working in Tier-2 team of Cisco Telepresence Support group, managing Telepresence devices and End-to-End Network for customers of Cisco all over the world
- Our daily activities include working on tickets generated by Alarms/Customer Call/Customer email and resolve issue in agreed SLA
Candor Solutions
Corporate Trainer & Network Engineer
06.2006 - 09.2007
Job overview
- Company Overview: Candor Solutions is a leading corporate training provider company in Bangalore
- Candor provides training for all SUN, CISCO, Microsoft and Linux courses
- Candor’s permanent customers are HP, Wipro, and Micro land
- Managing Candor’s internal network and giving CCNA/CCNP training to internal employees
- I was handling corporate batches for CCNA/CCNP (Routing & Switching) in MNC like Wipro, Microland and HP
- Candor Solutions is a leading corporate training provider company in Bangalore
- Candor provides training for all SUN, CISCO, Microsoft and Linux courses
- Candor’s permanent customers are HP, Wipro, and Micro land
IIHT
CCNA Faculty
06.2005 - 11.2005
Job overview
- Company Overview: IIHT is one of leading training institute who provides training for all the courses of CISCO, Microsoft, Linux and A+
- Handling batches of CCNA
- IIHT is one of leading training institute who provides training for all the courses of CISCO, Microsoft, Linux and A+
Education
HP University
B.com
Skills
Strong leadership and mentorship skills
undefinedCertification
CCNA & CCNP (CSCO10924205)
Accomplishments
- Excellent annual performance rating holder since 2013.
- Won Dell Silver award for outstanding performance in 2013.
- Won Dell Champion Award 2014 & 2015.
- Won NTT Bronze award for outstanding performance in 2016.
Personal Information
- Passport Number: G5075569
- Date of Birth: 11/26/82
- Marital Status: Married
Technicalqualifications
- One and half year Hardware & Networking Diploma from Jetking (Chandigarh)
- BT’s internal SDWAN training program
Interests
Financial markets analysis
Poetry
Timeline
Incident Management Specialist
British Telecom E-Serv India Pvt. Ltd.
05.2017 - Current
Connect Intelligence Application Performance Specialist
British Telecom E-Serv India Pvt. Ltd.
05.2017 - 12.2023
Delivery Manager II
NTT Data
03.2011 - 05.2017
DTAC Engineer
Tech Mahindra
03.2010 - 03.2011
Senior Network Specialist
HCL Comnet Systems & Services Ltd
01.2008 - 03.2010
Corporate Trainer & Network Engineer
Candor Solutions
06.2006 - 09.2007
CCNA Faculty
IIHT
06.2005 - 11.2005
HP University
B.com
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