Nand Kishor Sharma

Service Portfolio Fulfillment:

• Aligned Service Portfolio with business objectives to create a coherent and effective Service Portfolio.

Service Lifecycle Management:

• Oversee end-to-end services across their entire lifecycle, from development, and transition to operation, and eventual retirement.
• Manage stakeholder expectations effectively, carry out, and pursue feedback through end-user satisfaction surveys.
• Service Documentation.
• Drive continuous service improvement using the ITIL framework.
• Follow-up on identified risks and issues in collaboration with Customer stakeholders.

Supplier Governance:

• Manage Suppliers on a day-to-day basis and participate in Supplier management on a tactical level (e.g. SLA, Operational collaborative agreement and other agreement negotiations).
• Ensure/Follow that suppliers deliver according to contracts.
• Compliance with the customer's standards, procedures, policies, and processes at the operational level.
• Monitor, report, and develop service quality and SLAs.

Operational Service Management:

• Take an active role in ensuring successful incident, problem, change and release management together with stakeholders (e.g. Suppliers, other service managers, business representatives and end users)

Financial Management:

• Manage and control service budget and costs (budgeting, follow-up, forecasting and recharging), Invoice Review.

• Oversaw and optimized the SIAM Change & Problem Management process towers, resulting in improved efficiency and effectiveness.
• Facilitated and chaired RCA and CAB meetings successfully.
• Coordinated day-to-day responsibilities of IT process management workflow while maintaining professional relationships with all stakeholders.
• Was part of L&K (Learning and Knowledge) Team driving the technical assessment and freshers’ recruitment drive via campus placement program across India.

• Responsible for leading teams of technical experts, collaborating with ServiceDesk, Remote Desktop support, Data Center, and Process management teams to administering Users Accounts on Microsoft Active Directory, MS-Exchange Server, RightFax user accounts on RightFax Enterprise Fax Manager, Remote Access Provisioning to users from RSA System, Administering generic accounts, Remote support, SAP Accounts Administration, etc.

• Responsible for Monitoring and Administering Users Accounts, Processing user registration requests on Oracle 11i based Applications like CRMDB, Contact Centre, Peregrine Service Centre, Omega SYR database, IBM License Metric tool etc.

• Desk side support assistance to end users, experience of troubleshooting issues, applications, network, tools, and other systems related queries
• Ability to prioritize work to successfully deliver service to agreed levels in a diverse and constantly changing technical environment and bearing in mind the volume of request.