Nishtha Sharma
Technical Manager
Summary
Technical Manager possessing 8.9 years of Production Support experience. Aiming to leverage advanced knowledge of process improvement development and implementation to add value to the organizations growth ensuring customer satisfaction.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Technical Manager - Servicing (BCS - Production Support)
CoreCARD Software (I) Pvt.Ltd.
05.2021 - Current
- Incident Management, Escalation Handling, Problem Management, Change Management, Resource Management, Client Management, Release & Deployment Management with strong leadership qualities coupled with People Management and interpersonal skills.
- Assisted in the evaluation of new processes that could enhance the production environment's effectiveness and customer experience.
Production Support Analyst
Magna Infotech
01.2019 - 05.2021
- ITIL process management: for incident triaging, customer collaborations, Weekly client calls to discuss open incidents, MIM, Incident Resolution, Stakeholders Management, Troubleshooting and Impact determinations and corrective actions, run book and SOD preparations for major deployments such as CFTC Go-Live, Brexit, etc.
- Managed change requests efficiently to minimize disruptions to ongoing production processes while maintaining high-quality standards.
Associate Network Engineer - Ciena TAC
Aricent Technologies (Holdings.) Pvt Ltd.
11.2017 - 01.2019
- TAC Engineer with deep understanding and knowledge of working and troubleshooting of Ciena devices at protocol level and hardware level.
Operations Head
Washkart (Online Laundry Services) Pvt. Ltd.
06.2015 - 10.2017
- Designed, Implemented, and optimized the 'Hub and Spoke' model for pickups/deliveries
- It helped the company to achieve Unit profitability.
Education
B. Tech in CSE -
Rajasthan Technical University
09.2010 - 05.2014
Skills
Problem Analysis and Critical Thinking,
Debugging & Troubleshooting
ITIL Framework and Agile Methodologies
Release planning, Runbook and SOD preparations
Stakeholder Management and Client Communication
Expertise in ''Ticketing tools", "JIRA", "Service-now" and "Salesforce" for Incident management
Client satisfaction-driven
Technical Expertise
- Basic knowledge of ALM tools like DevOps, Git, Jenkins, etc.
- Debugging and Troubleshooting skills.
- Knowledge of MS-Office, Documentation, Dashboards and Power Bi.
- Networking: knowledge of routing and switching, TCP/IP and OSI model, basic understanding of routing protocols.
Certification
Microsoft Azure Fundamentals Certified (AZ900).
Timeline
Technical Manager - Servicing (BCS - Production Support)
CoreCARD Software (I) Pvt.Ltd.
05.2021 - Current
Production Support Analyst
Magna Infotech
01.2019 - 05.2021
Associate Network Engineer - Ciena TAC
Aricent Technologies (Holdings.) Pvt Ltd.
11.2017 - 01.2019
Operations Head
Washkart (Online Laundry Services) Pvt. Ltd.
06.2015 - 10.2017
B. Tech in CSE -
Rajasthan Technical University
09.2010 - 05.2014