Naveen Sharma
IT Service Delivery Management
Hyderabad
Summary
Results-Driven Microsoft Cloud Certified IT Professional working for Microsoft Corporation with LTIMindtree Limited with 10+ Years of Expertise in Azure Cloud Services and IT Service Delivery in Cloud Operations, Major incident Management, and Problem/Change/Knowledge Management. Proven Track Record in Project/Team Leadership with 5+ Years of Experience, including 3+ Years in IT Service Delivery Management within the Cloud and DevOps Domain. Recognized for Achieving Operational Excellence and Leading Successful Teams. Adept at Navigating Dynamic IT Landscapes and Delivering Strategic Solutions.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Language
Work History
IT Delivery Lead (Technical Specialist)
LTIMindtree Limited-L&T Group
Hyderabad
06.2022 - Current
- Strategic IT Service Delivery Leadership: Optimized IT service delivery performance through continuous monitoring and refinement of key performance indicators, leveraging performance analytics and effective communication in business reviews (WSR, MBR, and QBR); achieved a 33% improvement in Quality Resolution and a 45% Improvement in Quantity delivery.
- Project Ownership and Team Leadership: Leading team of 28 cloud engineers across three product groups for a major US-based cloud service provider. Managed teams specializing in Data and AI, Infra and Monitoring, and Apps and Management.
- Customer Issue Resolution: Ownership of project delivery, directing teams to address customer issues on internal and external community platforms. Ensured quick, reproduced solutions with focus on quality.
- Performance Excellence Achievements: Surpassed SLA targets, elevating external customer delivery from 80% to 85% and internal efficiency from 30% to 48%. Enhanced solution delivery quality SLA from 30% to 40%, with an impressive reduction in Initial Response Time to 11 hours from a 24-hour SLA target. Achieved operational efficiency by reducing Customer Pain Time (CPT) resolution to 51 hours from the standard 5 days SLA.
- Coaching and Recognition for Service Excellence: Provide ongoing coaching and mentorship to foster open communication channels, proactively addressing conflicts to ensure smooth service delivery. Implement a robust IT-specific recognition program tied to achievements, aligning rewards with exceptional service delivery to cultivate a culture of innovation and calculated risk-taking.
Business Process Lead
Tata Consultancy Services
Kolkata
01.2018 - 06.2022
- Cloud Solutions Expert: Orchestrated cross-functional collaborations to advise on optimal cloud solutions, demonstrating mastery in Azure. Proactively mitigated infrastructure vulnerabilities, fortifying system security for enhanced operational resilience.
- Azure Configuration Specialist: Configured and monitored vulnerabilities in Azure Virtual Machines across diverse environments, ensuring robustness. Executed monthly patching procedures, delivering detailed reports to stakeholders, demonstrating commitment to system integrity.
- Identity Management in Azure: Demonstrated expertise in Azure Active Directory for seamless identity management. Configured user and group accessibility, ensuring streamlined access to services and resources.
- IT Service Delivery Leader: Led end-to-end IT service delivery, emphasizing SLA adherence and implementing ITIL framework practices. Ensured efficient incident resolution, managing major incidents and optimizing incident management systems.
- Health Monitoring and Troubleshooting: Oversaw health monitoring of enterprise and residential applications. Resolved technical issues collaboratively with development engineers, managing incident support staff and enhancing incident management processes.
- Impactful Achievements: Filtered and eliminated 60% of fault alarms, optimizing alert management processes. Achieved impressive Mean Time to Restore (MTTR) by resolving high severity issues promptly. Reduced manpower and associated costs by 70%, ensuring financial efficiency. Successfully cut Sev1 and Sev2 cases by 40% through implementation of proactive monitoring.
- Experienced Project Facilitator: Led Stakeholder Meetings for ITSM Project, Aligning Objectives with Business Goals (WSR/MBR/YBR).
Lead Associate-IT Operations
InterGlobe Technologies Pvt. Ltd.
Gurugram
02.2014 - 01.2018
- Monitored applications and servers, identifying potential issues on Web Servers/APIs and Websites (CMS) to ensure proper operation and performance
- Served as L1/L2 support for Incident and Bridge management, providing on-call escalations and L2 level support
- Effectively managed incidents and problems
- Conducted troubleshooting for issues related to patches, releases, and operations, demonstrating proactive approach to maintain system stability and functionality.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored junior associates, fostering professional growth and development within team
- Enhanced team performance through regular coaching and feedback sessions
Education
Bachelor of Technology - Computer Engineering Technology
Uttar Pradesh Technical University
Lucknow, Uttar Pradesh 08.2009 - 07.2013
Skills
IT Service Delivery Management
Timeline
IT Delivery Lead (Technical Specialist)
LTIMindtree Limited-L&T Group
06.2022 - Current
Business Process Lead
Tata Consultancy Services
01.2018 - 06.2022
Lead Associate-IT Operations
InterGlobe Technologies Pvt. Ltd.
02.2014 - 01.2018
Bachelor of Technology - Computer Engineering Technology
Uttar Pradesh Technical University
08.2009 - 07.2013
Personal Information
Date of Birth: 04/13/92
Personal Information
Date of Birth: 04/13/92
Personal Information
Date of Birth: 04/13/92
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