Piyush Sharma

Service Delivery Manager for Client Oracle Cloud Infrastructure (OCI).

* Identify, debug and troubleshoot break fix issues and take it to a resolution
* Automate the proactive detection and prevention of SLA breaches, outages, and issues, before it impacts customers
* Configure observability and monitoring platforms to send actionable alerts, and create automated SOPs for such alerts
* Provide Level 4 support for the system within agreed service levels
* Implement and manage the effectiveness of Incident, Service Request, Change and Problem management processes for the services area
* Provide daily/weekly report for overall health of the cloud platform and effectiveness of automation, monitoring for incident prevention and resolution
* Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation
* Work closely with business teams and Cloud Infra teams on for activities related to supporting the Cloud offerings on IDCS/ Networking/ CAM/ CHAT Support/ Cloud Assists/ Compute.

People Management:-

• Helped solve conflicts, disputes and concerns, offering practical and smart solutions.
• Supervised staff recruitment, interviewing, selecting and onboarding.
• Supported senior leadership by capturing big picture data for project status updates, benefits analysis and corrective action planning.
• Set up compensation and benefits structures according to market conditions and budget demands.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Improved overall department performance through effective team management and collaboration.

• Working with Directors, Customer Success Managers and VP for Mid-Market and Enterprise Customers based for Private Cloud Department
• We provide the fanatical Support to our Customer, Advocating the company, onboarding new customer and deployment, Building close relationship between customers and company support teams
• Manages the drive to resolution of, and communications of, single customer and multi customer incidents that cause considerable impact or have the potential to impact our customers, business-critical operations, internal systems, or internal infrastructure
• Provides coordination for various technical teams, guiding them in their efforts during the Incident Management lifecycle
• Compiles, analyses, and reports statistical data and trends relating to service level compliance and operational effectiveness
• Leads the account and work towards building Client relations
• Focus on Gaps and Process improvements
• Suggest and share ITIL Best practices and help implement the same
• Adapts communication techniques for audiences at multiple internal and external levels
• Monitor alerts and manage the Critical Incidents from SM perspective and not technical
• Responsible for adhering to company security policies and procedure as directed
• Utilizing business knowledge, networks, and commercial acumen to see tickets through to completion
• Implement project plans from planning phase till successful execution
• ServiceNow Reporting needs to review to the Leadership for Incidents, Upcoming changes, SLA Reports.

• I was working with HCL Technology as an Change and Problem Management SME for Project (Ford Motor Company)
• Maintaining software systems once they are up and running and, where necessary, support the problem manager in coordinating the resolution of any problems
• Review emerging and recurring problems and perform root cause analysis to minimize the adverse impact of incidents caused by errors within the IT infrastructure
• Work closely with major incident managers
• Supports change management, prioritization, and diagnostics, and escalates complex customer issues or changes to operational managers
• Maximize the number of successful changes by ensuring minimum risks to
• Customer infrastructure
• Coordinate all facets of the problem management effort, including bringing the right teams, tools, and information together
• Maintains information about Known Errors and Workarounds
• Supports the Service Operations Manager (PM II) in maintaining information about Known Errors and Workarounds
• Assists the RFT implementation of change management processes and service issues by liaising with different teams and communicating key information to other stakeholders as required Working as a Spoc for Change Management for Ford Project.

Data Center Ops Lead: -

• Handled Bridge call with Clients and Vendors related to the P1 and P2 Incidents
• Manage, improve processes based on ITIL service management framework aligned with contractual SLA
• Design and manage continuous service improvement framework and report CSI performance to customer through monthly process KPI reporting
• Responsible for meeting agreed Service Level Agreements (SLA) on Turn Around Time (TAT) with accuracy
• Representing the Reports to the Leadership creation of PPT.

• Handling Major incident management for the project (P1 and P2 cases) for HCL Infra.
• Responding to all input regarding unplanned service interruptions from customers and internal IT
• Involving the resolver groups/teams required to drive an incident ticket
• Point of escalation for customers for any service-related issues, service requirements out of hours and on holidays, prioritization of reported service issues