Nishant Sharma
Gurugram
Summary
Strategic IT Service Management professional with 14+ years of experience delivering operational excellence across global enterprise environments. Specialized in Major Incident Management (IM), Problem Management (PM), and Change Management (CM) aligned with ITIL best practices. Demonstrated expertise in managing high-severity critical incidents (3-4 per week), governing 5-6 Problem Records weekly, driving structured Root Cause Analysis (RCA), and improving Mean Time to Resolution (MTTR) by 20% through process optimization and proactive prevention strategies. Recognized for leading incident bridges, ensuring high-availability SLA compliance, delivering executive-level KPI dashboards, and strengthening service resilience in NOC & Service Operations environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior System Specialist - IT Service Management
AutoZone India LLP
Gurugram
10.2022 - Current
- Leading Major Incident, Problem, and Change Management for enterprise-scale automotive retail operations
- Managed 3-4 critical (P1/P2) incidents weekly to minimize business disruption
- Driving incident bridges, stakeholder communications, and resolution governance
- Owned 5-6 Problem Records weekly, validating RCA and documenting Known Errors
- Achieved 20% reduction in MTTR through structured escalation & resolution optimization
- Collaborating with Infrastructure, Application & Vendor teams for rapid recovery
- Drove continual service improvement initiatives to enhance stability and resilience
Lead IT Service Management
Ericsson Global India Ltd
Noida
09.2019 - 10.2022
- Led Critical Incident & Problem Management for du Telecom (Dubai UAE)
- Governed incident lifecycle management to enhance alignment with ITIL framework
- Ensured service continuity for mission-critical telecom platforms
- Facilitated Major Incident bridges & cross-functional resolution calls
- Conducted Post Incident Reviews & Problem investigations
- Performed trend analysis identifying recurring failure patterns
- Improved incident response maturity & communication effectiveness
Critical Incident & Problem Management Specialist
HCL Technologies
Noida
05.2015 - 09.2019
- Managed end-to-end Incident lifecycle across global trading operations
- Classified incidents, coordinated diagnosis and resolution to ensure timely response
- Ensured customer concurrence prior to closure
- Performed trend analysis & continual improvement activities
- Created & maintained Knowledge Base & SOP documentation
- Delivered monthly reports and service improvement plans to enhance operational efficiency
- Collaborated with continual improvement and quality teams to drive process enhancements
- Reduced incident recurrence through proactive problem identification
IT Incident Management
Steria India Ltd
Pune
01.2012 - 05.2015
- Managed business-critical incidents across NHS healthcare systems to ensure continuity of care
- Diagnosed and resolved data migration and application issues to minimize disruption
- Engaged with client stakeholders to facilitate rapid service restoration and maintain client satisfaction
- Developed SOPs & incident communication templates
- Received client appreciation messages for excellent service
Education
B.Tech (Honors) - Computer Science & Engineering
Rajasthan Technical University
Kota, Rajasthan07.2011
Skills
- Incident management and governance
- Monitoring tools expertise
- Team collaboration
- Service performance
- Continuous improvement
- Incident response
- IT service management
- Problem management and root cause analysis
- Change and risk management
- High availability strategies
- SLA compliance and optimization
- Performance reporting and KPI analysis
- Service operations leadership
- NOC governance and trend analysis
- Impact analysis and stakeholder communication
- Executive communication skills
- Process improvement methodologies
Certification
• ITIL Intermediate - Service Operation
• ITIL Foundation - V3 & ITIL 4
• Oracle Applications Functional Training (GL, AP, AR)
• Information Governance & Data / Security Management Certifications
• ITIL Foundation - V3 & ITIL 4
• Oracle Applications Functional Training (GL, AP, AR)
• Information Governance & Data / Security Management Certifications
Tools And Technologies
ServiceNow, Remedy, HPSM, LANDesk, SMAX, SolarWinds, SCOM, SQL, Toad, VQSM, Web Reporting Tools, Nagios, Dynatrace
Timeline
Senior System Specialist - IT Service Management
AutoZone India LLP
10.2022 - Current
Lead IT Service Management
Ericsson Global India Ltd
09.2019 - 10.2022
Critical Incident & Problem Management Specialist
HCL Technologies
05.2015 - 09.2019
IT Incident Management
Steria India Ltd
01.2012 - 05.2015
B.Tech (Honors) - Computer Science & Engineering
Rajasthan Technical University