Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Proficiency in Tools
Timeline
Generic
Manu Sharma

Manu Sharma

Telangana

Summary

Proven skills in promoting products and boosting revenue by connecting with customers and effectively communicating sales recommendations. Well-organized, reliable and experienced in setting up displays, restocking shelves and supporting in-store customers with knowledgeable assistance. Enhance store loyalty with unparalleled support.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Senior Support Account Manager

Servicenow
Hyderabad
11.2020 - Current
  • Owning the ServiceNow relationship with the client's business process owner, while providing counsel and guidance aimed at ensuring their successful experience with the ServiceNow Platform.
  • Working closely with the Sales team and being part of meetings offsite/onsite.
  • Serve as an internal advocate for the customer, helping to drive support and change when necessary to help the client achieve their business objectives.
  • Developed and maintained relationships with key accounts to ensure customer satisfaction.
  • Created comprehensive reports on account performance and presented them to senior management.
  • Analyzed client data and identified opportunities for growth.
  • Developed strategies to increase revenue from existing accounts.
  • Solicited feedback from customers on their experience with products or services.
  • Renewed existing accounts by building relationships with clients.
  • De-escalated customer interactions by providing alternative solutions to issues.
  • Conducted regular business reviews with clients to understand their needs and align products and services accordingly.
  • Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
  • Resolved client issues and complaints in a timely and effective manner, ensuring client satisfaction.
  • Led cross-functional teams to address complex client needs, ensuring cohesive effort and solutions.
  • Recognized security risks to properly handle situations.
  • Managed Enterprise Cloud customers, as well as On-Premise customers.
  • Recruited, hired and trained new hires to optimize profitability.
  • Monitored system health using performance monitoring tools like Instance Observer, Grafana, Statsnow, and Splunk.

Operations Manager

Sonata Software
Hyderabad
06.2016 - 11.2020
  • Handled a team of 35 individuals and leveraging the People Manager role for the entire EMEA region
  • Responsible for driving the performance and capacity metrics for the entire region
  • Help customers adopt the services by providing lite advisory support on migration, architecture and deployment topics.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Created detailed reports on the performance of individual departments within operations.
  • Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
  • Built strong operational teams to meet process and production demands.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Presented performance and productivity reports to supervisors.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
  • Improved morale and management communication by creating employee recognition and rewards practices.

Delivery Analyst Lead

IBM
Hyderabad
04.2011 - 06.2014
  • Perform ticket quality checks to achieve customer satisfaction
  • Conduct statistical analysis on weekly and monthly quality metrics to ensure that they are within control limits and identify the improvement areas
  • Create a quality culture, keeping people focused on understanding customer’s quality needs.
  • Identified areas of improvement in current processes and procedures.
  • Coordinated with stakeholders to ensure timely completion of tasks.
  • Monitored daily operations to maintain quality standards for customer deliveries.
  • Collaborated with cross-functional teams to establish best practices for delivery process.
  • Prepared presentations highlighting key insights from data analysis related to product delivery.
  • Engaged in root cause analysis when issues arose during the course of a project.
  • Facilitated communication between internal teams and external vendors regarding product delivery matters.
  • Analyzed performance indicators on commercial, contractual, and financial analysis for existing clients and complex sales opportunities.
  • Designed and implemented key measurement reports for conveying metrics to customers, monitoring service levels and attainments, identifying trends and performing root cause analysis.
  • Coordinated import and export operations, adhering to tight schedules and deadlines.
  • Eliminated process discrepancies, directed budget and personnel by establishing supply/inventory control management functions.

Support Analyst

Royal Bank of Scotland
Gurgaon
04.2009 - 10.2010
  • Gather requirements from users, implement the change requests, troubleshoot production support issues
  • Provide L2/L3 technical support
  • Managing the London overnight batches for NPP.
  • Evaluated customer feedback to identify areas of improvement and implemented changes accordingly.
  • Created detailed documentation for all support related tasks including problem resolution steps and best practices.
  • Developed scripts for automating repetitive tasks with an emphasis on efficiency and accuracy.
  • Investigated root cause of various technical issues by conducting research using available resources such as manuals or websites.
  • Responded promptly to emergency situations requiring immediate attention such as server failures or data loss incidents.
  • Assisted in developing strategies for improving overall system performance through capacity planning or optimization techniques.
  • Delivered presentations at internal meetings outlining progress made towards achieving service level objectives.
  • Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.

Support Analyst

JP Morgan Chase
Bangalore
06.2006 - 04.2009
  • Provide L2/L3 technical support
  • Managing Database in terms of maintenance and performance tuning
  • Troubleshooting Java based applications.
  • Answered questions regarding software functionality, troubleshooting hardware and software problems, and configuring system settings.
  • Provided technical support to clients via telephone and email, resolving complex issues.
  • Monitored network performance, ensuring systems are functioning properly and responding in a timely manner.
  • Assisted in the installation and configuration of new computer systems including operating systems, drivers, applications, and peripherals.
  • Created detailed documentation for all support related tasks including problem resolution steps and best practices.
  • Developed scripts for automating repetitive tasks with an emphasis on efficiency and accuracy.
  • Provided training to end-users on the use of specific software applications or other IT related topics.
  • Managed user accounts within Active Directory environment while ensuring compliance with company's security policies.
  • Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
  • Documented internal processes and support procedures and compiled information into manuals for use in new hire training.

Trainer and Computer Programmer

ITFT
Chandigarh
10.2005 - 03.2006
  • Training students on the basic software languages like MS-Office, VB, and HTML
  • Coding and maintenance of the websites of the company and their desktop based projects.

Website developer

E-Modules Info Solution Pvt.
Chandigarh
07.2004 - 12.2004
  • Took care of web development
  • Everything from creating web pages to uploading and maintenance
  • Worked on various in house projects.

Education

Masters - Master of Computer Applications

Sikkim Manipal University
05.2005

Bachelors - Bsc. Information Systems

Kurukshetra University
05.2003

Skills

  • Overall IT Experience around 15 years
  • Strong research and investigative skills, quickly pick up new technologies, troubleshoot technical problems and find solutions
  • Strong client service background and Customer relationship management
  • Business knowledge in Financial services areas
  • Handled Application and Database migration
  • Certified System Administrator (CSA), ServiceNow 2024
  • ITIL and PRINCE2 certified
  • Implementing Microsoft Azure Infrastructure Solutions – 533 certified professional
  • Experience in Systems Engineering using Change Management and Incident Management
  • Trained in Kepner Tregoe for Problem Analysis
  • NLP – Neuro Linguistic Certified Professional
  • Certificate in Graphology
  • Corporate Training in the field of Soft Skills and process orientation
  • Operational Management skills, Team handling skills
  • Brand Management
  • Team Training
  • Project Management
  • Customer Service
  • Client Relationship Management
  • Account development
  • Operations
  • Database Management
  • Client Development
  • Performance Evaluations
  • Management collaboration
  • Customer Relationships
  • Vendor Management
  • Excellent communication skills

Certification

  • CSA, 2024
  • PRINCE 2 Practitioner, 2014
  • ITIL (Intermediate), 2014
  • Implementing Microsoft Azure Infrastructure Solutions – 533, 2024
  • Certificate in Graphology (Handwriting Analysis)
  • Certificate in Neuro Linguistic Programming (Psychology at work)

Accomplishments

  • Technology Specialist, Leader and a Customer Success professional with 15+ years of rich experience in Modern Enterprise Software Support focused on creating a differentiated Customer Experience.
  • Strong exposure in the industry best practices including Omni Channel support, KCS methodologies & Proactive Support.
  • In-depth understanding of Enterprise Technology architecture, Deployments, Monitoring & Cloud Technologies.
  • Strong skills on Enterprise Service Management & Monitoring technologies like Service Desk (both On-Premise & SaaS), Unified Infrastructure Management & Cloud/SaaS Operations.
  • Skilled in Server Class O/S, Databases, Networking and Microsoft Azure technologies.
  • Excellent team player, Mentor and a Technical Leader with excellent Customer Focus, Communication Skills and Problem-Solving abilities.
  • Experience in building and managing teams.

Proficiency in Tools

  • Tableu
  • Splunk
  • Grafana
  • Kubernetes
  • Dev Ops
  • Gen AI (Now Assist)
  • ATF

Timeline

Senior Support Account Manager

Servicenow
11.2020 - Current

Operations Manager

Sonata Software
06.2016 - 11.2020

Delivery Analyst Lead

IBM
04.2011 - 06.2014

Support Analyst

Royal Bank of Scotland
04.2009 - 10.2010

Support Analyst

JP Morgan Chase
06.2006 - 04.2009

Trainer and Computer Programmer

ITFT
10.2005 - 03.2006

Website developer

E-Modules Info Solution Pvt.
07.2004 - 12.2004

Masters - Master of Computer Applications

Sikkim Manipal University

Bachelors - Bsc. Information Systems

Kurukshetra University

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Manu Sharma