Prakash Sharma
Manager - Service Delivery
Shahadara, Delhi, India
Summary
Seasoned Operations Manager and talented leader with 18.5 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
7
7
Certifications
3
3
Languages
Work History
Group Operations Manager
HCLTech
Noida
02.2022 - Current
- Project Management, Database Automation, Cosmos, Ansible, PostgreSQL, JIRA, Agile Methodology, Scrum, PMP, ITIL Processes, Banking Application Development, SDLC, MS Projects, Power-PPM, Client management, Stake Holder management, Budget preparation, Resource Management, Time management, Negotiation, Documentation, Scripting, AI, ChatGPT
- Identified and resolved unauthorized, unsafe, or ineffective practices
- Team Size: 4
- Client: Banking Industry
Group Operation Manager
HCLTech
Noida
05.2018 - 02.2022
- Managed service delivery, infrastructure operations, and IT service management for banking and mining clients.
- Effectively interacted with clients, conducted service reviews, and implemented ITIL management principles. Led teams, provided mentoring, conducted skill gap analysis, and ensured effective team management. Conducted performance and incident reviews, optimized tracks, and improved customer satisfaction (CSAT).
- Facilitated daily/weekly/monthly client meetings and delivered dashboard presentations to stakeholders. Expert in incident management and root cause analysis, and proficient in change management. Implemented service improvement processes and served as Tower Lead for EUC management (SCCM, SCOM, Active Directory, SharePoint, Messaging, Office365). Executed downloads, knowledge transfer, and documentation, and managed team hiring and responsibilities.
- Successfully set up new locations, ensured OMC readiness, engaged clients, and conducted audits. Demonstrated strong project management skills, utilized ServiceNow, and applied Agile, Lean, and Six Sigma methodologies. Implemented rhythm, effectively managed SLAs and OLAs, and improved account performance.
Group Operations Manager
HCLTech
Noida
11.2015 - 04.2018
- Service Delivery Management, Infrastructure Operations Management, IT Service Management, Client interaction Management, Service Review, ITIL Management, Team Lead, Mentoring, Skill Gap Analysis, Team Management, Performance Review, Incident reviews, Track Optimization, CSAT Improvement, Daily/Weekly/Monthly Client Meetings, Dashboard Presentations to Stakeholders, Incident Management, Consultant for Root Cause Analysis, Change Management, Service Improvement Process
- Tower Lead - EUC Manager (SCCM, SCOM, Active Directory, SharePoint, Messaging, Office365 ), Download, Knowledge Transfer, Documentation, Team Hiring, Responsibilities assignations, New location setup, OMC readiness, Client Engagement, Audits, Project Management, ServiceNow, Agile Methodology, Lean, Six Sigma, Rythm implementation, SLA management, OLA management, Account Performance Improvement
- Team Size: 195/400; Client: Banking, Petroleum
SharePoint Migration Lead
HCLTech
Noida
02.2013 - 11.2015
- Middleware Tracks & technologies: IIS Web Server Service Management, SharePoint 2007, Application Server Migration, Web Server Migrations, Escalation management, Application Performance management, Application maintenance, Database MSSQL, ITIL processes, ServiceNow, Incident Management, Change Management, Client interactions, Stakeholders Management, Team Management
- Team Size: 8 Client: Leading Bank from Europe, Pharmaceutical Industry
Lead Consultant
Computer Sciences Corporation (CSC)
Noida
07.2010 - 01.2013
- Middleware Tracks & technologies: IIS Web Server Service Management, WebSphere, SharePoint 2007, Escalation management, Application Performance management, Application maintenance, Application Migrations, Web Server Migrations, Database MSSQL, MySQL, Apache, ITIL processes, ServiceNow, Client interactions, Stakeholders Management, Team Management, Training, Skill Assessment, Incident Management, Change Management, Subject Master Expert, Single Escalation Point, SPOC.
- Established trust and regain "Terminated Account".
- Client: Global clients from Banking, Finance, Energy, Tourism, Hospitality Industry
- Team Size: 8
Senior Engineer
Computer Sciences Corporation (CSC)
Noida
03.2008 - 07.2010
- Middleware Tracks & technologies: IIS Web Server Service Management, Escalation management, Application Performance management, Application maintenance, Deployments, Upgrades, Database MSSQL, WebSphere, MySQL, Apache, ITIL processes, ServiceNow, Client interactions, Weekly Reports, Monthly Reports, Delivery Dashboard, Stakeholders Management, Team Management, Training, Skill Assessment, Incident Management, Change Management
- Client - Energy & Gas Industry
- Team Size: 2
Technical Team Lead
Genpact India Private Limited Delhi
Hyderabad
07.2007 - 03.2008
- Middleware Tracks & technologies: IIS Web Server Service Management, Escalation management, Application Performance management, Application maintenance, Deployments, Upgrades, Database MSSQL, MySQL, Apache, ITIL processes, ServiceNow, Client interactions, Weekly Reports, Monthly Reports, Delivery Dashboard, Stakeholders Management, Team Management, Training, Skill Assessment, Incident Management, Change Management
- Team Size: 3
Sr. System Engineer
Genpact India Private Limited Delhi
Hyderabad
04.2007 - 07.2007
- Analyzed security logs to determine and alleviate network threats.
- Middleware Tracks & technologies: IIS Web Server Service Management, Web Hosting, Escalation management, Application Performance management, Application maintenance, Deployments, Upgrades, Database MSSQL, MySQL, Apache, ITIL processes, ServiceNow, Client interactions, Weekly Reports, Monthly Reports, Dashboard, Stakeholders Management, Incident Management, Change Management
- Team Size: 3
Senior System Engineer
APYL
New Delhi
03.2006 - 04.2007
- Middleware Tracks & technologies: HSphere Control Panel, Plesk Control Panel, Client interaction and client management, Windows server Upgrades, Server Maintenance, Software Installations, and upgrades, Application Management, Application maintenance, Active Directory, Incident Management, MSSQL, MySQL, SharePoint 2007, Team Management, Microsoft Office, Presentation to Director and Client Scripting languages: PowerShell, PHP, Perl Application Development Language: ASP.Net, PHP, VBScript
- Team Size: 2
Windows Engineer
APYL
New Delhi
01.2005 - 03.2006
- Middlware Tracks & technologies: It was a Startup, and I was managing "IIS Web server service Management"; "SharePoint Application server service Management"; "Web hosting management"; "Application management"; "Application maintenance"; "Application Deployments"; and "Software Development Life cycle".
- Use of scripting & wep application languages such as PowerShell, ASP.NET, PHP, HTML, Perl and Java on "Windows Server" and "Unix Server" for Indian and U.S. clients management. Other skills utilized were Active Directory, Microsoft Office, MSSQL and Technical Support
Education
B.Tech/B.E - Electrical, Electronics And Communications Engineering
Ch Charan Singh University (CCSU)
Uttar Pradesh 08.1999 - 08.2003
XII -
Government Boys Senior Secondary School, No. 1
New Delhi 05.1998 - 05.1999
Xth -
G.B.S.S
New Delhi 05.1995 - 06.1996
Skills
Infrastructure Operations management
Accomplishments
- RAS Size: ~400
- Joined the project as EUC SDM, Infrastructure Operations manager
- Actions - Client Visit management, Engagement, KT, Shadow, BAU Support,
- Process Review, Optimization,
- Achievement: Completion of Transition, Stable BAU, Optimization of
- Operation brought Incident Backlog from ~1700 to 700
- Left at the role of IT Operation Manager2nd Last Account Summary
- Client: One Small Scale client of our Prestigious company
- RAS Size: ~150
- Situation: Client issued Termination Notice and we need to optimize theproject to save termination, P1 Count was ~20
Certification
IBM WebSphere Application Server 7- (Valid upto January 2012)
Timeline
Group Operations Manager
HCLTech
02.2022 - Current
Group Operation Manager
HCLTech
05.2018 - 02.2022
Group Operations Manager
HCLTech
11.2015 - 04.2018
SharePoint Migration Lead
HCLTech
02.2013 - 11.2015
Lead Consultant
Computer Sciences Corporation (CSC)
07.2010 - 01.2013
Senior Engineer
Computer Sciences Corporation (CSC)
03.2008 - 07.2010
Technical Team Lead
Genpact India Private Limited Delhi
07.2007 - 03.2008
Sr. System Engineer
Genpact India Private Limited Delhi
04.2007 - 07.2007
Senior System Engineer
APYL
03.2006 - 04.2007
Windows Engineer
APYL
01.2005 - 03.2006
B.Tech/B.E - Electrical, Electronics And Communications Engineering
Ch Charan Singh University (CCSU)
08.1999 - 08.2003
XII -
Government Boys Senior Secondary School, No. 1
05.1998 - 05.1999
Xth -
G.B.S.S
05.1995 - 06.1996
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