Manish Sharma
Dehradun,UT
Summary
Technical Support Manager and Principal Engineer with 18+ years of experience in IT operations, enterprise monitoring platforms, cloud and infrastructure management, and customer-facing support leadership. Proven track record of leading global support teams, delivering complex monitoring and automation solutions, managing escalations, and supporting pre-sales and solution architecture initiatives. Strong expertise in ScienceLogic EM7/SL1, CA UIM, AIOps, automation, and modern AI-assisted development tools.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Principal Engineer
ScienceLogic
03.2022 - Current
- Lead global L3/L4 support and implementation for ScienceLogic EM7/SL1 enterprise customers.
- Design and deploy customized Dynamic Applications, event policies, alerting frameworks, and automation workflows.
- Drive platform upgrades and migrations with minimal downtime and risk.
- Perform advanced troubleshooting and RCA across complex multi-vendor environments.
- Collaborate closely with product engineering teams to resolve defects and product limitations.
- Support strategic customers including Cisco, ensuring SLA adherence and customer satisfaction.
Technical Manager
OpsVision (Husys & Remunance)
12.2019 - 01.2022
- Managed a 24x7 technical support team delivering monitoring services using ScienceLogic EM7.
- Oversaw escalations, upgrades, and proactive health reviews for global customers.
- Designed custom Dynamic Apps and automation workflows aligned to business requirements.
- Acted as primary technical interface for clients, contributing to renewals and account growth.
Lead / Manager
Engage IT Pvt Ltd (GDT)
04.2018 - 01.2019
- Led L3 support for monitoring platforms including CA UIM, Spectrum, and ScienceLogic EM7.
- Owned monitoring tool architecture and operational stability across enterprise environments.
- Delivered pre-sales demos, supported RFP responses, and contributed to solution design.
- Led upgrade projects including EM7 version upgrades to improve reliability and performance.
Project Lead
Wipro Ltd
08.2017 - 01.2018
- Managed a 12-member monitoring tools team providing L3/L4 support.
- Defined monitoring KPIs, capacity planning strategies, and alert optimization.
- Conducted operational reviews and mentored junior engineers.
Manager
Engage IT Pvt Ltd (GDT)
10.2016 - 01.2017
- Managed monitoring infrastructure and tools support for global customers.
- Conducted daily health checks, utilization reporting, and continuous improvement initiatives.
- Coordinated with international stakeholders during DSR calls.
Tools Lead
Capita India Pvt Ltd (Ventura)
08.2015 - 01.2016
- Led monitoring implementations using CA Nimsoft/UIM, BMC BPPM, and ScienceLogic EM7.
- Reduced alert noise through improved thresholds and correlation policies.
- Created documentation and delivered knowledge transfer sessions.
Senior Infrastructure Engineer
HCL Technologies
11.2010 - 01.2015
- Delivered enterprise monitoring solutions using CA Nimsoft and Spectrum.
- Coordinated with global teams and supported incident and problem management.
Education
Master of Computer Applications -
Skills
- Technical Support Management
- Escalation Handling
- IT Operations
- Infrastructure Monitoring
- ScienceLogic EM7
- ScienceLogic SL1
- CA UIM
- Nimsoft
- Spectrum
- SOI
- AIOps
- Event Correlation
- Automation
- Workflow Design
- AI Development
- Automation using n8n
- Automation using Lovable
- AI-assisted Python scripting
- Website development
- Python
- Cloud Infrastructure Monitoring
- Hybrid Infrastructure Monitoring
- Incident Management
- Problem Management
- Change Management
- ITIL
- Root Cause Analysis
- RCA
- SLA Management
- Customer Engagement
- Pre-sales Support
- RFP Responses
- Solution Demos
- Team Leadership
- Mentoring
Certification
AI Powered Business and Data analytics using Python, SQL and Power BI
AI Powered web development, software testing and automation
Development and Automation using AI and expertise in Agentic AI systems
AI Powered Data Analysis and Business Intelligence
Python using AI
Timeline
Principal Engineer
ScienceLogic
03.2022 - Current
Technical Manager
OpsVision (Husys & Remunance)
12.2019 - 01.2022
Lead / Manager
Engage IT Pvt Ltd (GDT)
04.2018 - 01.2019
Project Lead
Wipro Ltd
08.2017 - 01.2018
Manager
Engage IT Pvt Ltd (GDT)
10.2016 - 01.2017
Tools Lead
Capita India Pvt Ltd (Ventura)
08.2015 - 01.2016
Senior Infrastructure Engineer
HCL Technologies
11.2010 - 01.2015
Master of Computer Applications -
Project
AI-driven Automation Workflows, Contributed to an estimated 15-25% reduction in manual effort for support teams. AIOps Automation, Demonstrated potential 20-30% alert noise reduction in controlled environments. AI-assisted Python Scripting, Improved operational turnaround times by approximately 10-20%. AI-assisted Web Interfaces and Dashboards, Improved operational visibility and decision-making for support and operations teams. Predictive Alerting and Anomaly Detection, Targeted MTTR improvement of 10-15% through faster triage and intelligent escalation.
Personal Information
Title: Principal Engineer