Years of IT experience
Rahul Sharma
Hyderabad
Summary
Experienced IT executive with 20 years of global leadership, specialising in customer-centric technical support teams. Proven in aligning support operations with organisational goals, scaling automation, and ensuring customer success in high-stakes environments. Expertise in Agile Delivery, DevSecOps, Site Reliability Engineering, and strategic execution, with strong business acumen and analytical skills.
Overview
20
20
10
10
Years of Leadership experience
Work History
Senior Director
LTIMindtree
05.2021 - Current
- Managing 24x7 global technical support for Customer Experience and Community portfolios, ensuring seamless PaaS and SaaS support for Microsoft Azure and Google Android
- Engaging with client VPs, Directors, and senior stakeholders to align on strategic initiatives and ensure successful project outcomes
- Leading multi-disciplinary project teams in Development, Testing, and Technical Support within Cloud & Infrastructure (C&I)
- Providing daily operational leadership, monitoring key metrics, processes, and resource capacity to drive data-driven actions that enhance customer satisfaction and consistently exceed SLAs
- Collaborating with Microsoft and Google product and engineering teams to drive enhancements, resolve critical issues, and leverage BI insights and customer feedback to boost product adoption and revenue growth
- Achieved a consistent CSAT score of 6.7/7 across all programs and led annual revenue growth from $12M to $20M over the past 3 years by surpassing delivery commitments and cultivating strong client relationships
- Spearheaded the go-to-market launch of the SRE (Reliability) program, establishing it as one of the top 3 programs company-wide
- Recognised with the Pioneer Award FY24 Q3 & FY25 Q2 for driving innovation, scaling automation, & enhancing customer experience
- Attracting and nurturing top talent, leading to increased employee engagement and satisfaction
Delivery Manager / AVP
Accenture India
06.2017 - 04.2021
- Managed critical portfolios for major companies, including Liberty Global (2017-19) and AT&T (2020-21), driving operational excellence and technical support
- Led multi-disciplinary teams in Agile development to deliver mission-critical applications and ensure24/7 technical support
- Successfully oversaw critical projects, achieving notable annual cost savings of $3.5 million for AT&T through strategic digital transformation initiatives
- Received the GTM Automation Award in2019 for driving Agile, DevOps, and automation initiatives at Liberty Global
- Additionally, achieved1st Runner-up at the2018 Global Technology Innovation Contest (GTIC) in Bangalore, India
- Honoured with the Accenture Pinnacle Award in Q32020 and the ACE Award in Q42020 and Q42018 for exceptional leadership
- Optimised team success through effective leadership and coaching, providing regular feedback and conducting performance reviews
Project Manager
Accenture Australia
10.2013 - 05.2017
- Managed key portfolios for a major Australian telecom service provider, focusing on collaboration and customer-centric initiatives
- Established and scaled the OSS Service Assurance team from 5 to 60 members, effectively managing growth and aligning capabilities with the organisational vision
- Managed 24x7 technical support and engineering for critical telecom platforms, ensuring operational excellence
- Led diverse, high-performance teams across geographies, fostering collaboration and ensuring seamless operations
- Interfaced with client directors and senior stakeholders to discuss and align on key initiatives and project outcomes
- Quickly gained the trust of the client director, becoming a valued business partner
- Implemented training, enhanced governance, proactive monitoring, and automation to stabilise production systems, achieving a 99.9% availability rate within6 months
- Led change initiatives and strategy shifts, achieving $1.2M YoY Opex savings for repetitive jobs, demonstrating strategic thinking
- Recognised with the Accenture ACE Award in 2014 Q1 for exceptional leadership, showcasing a commitment to excellence
Specialist
Ericsson India
09.2011 - 09.2013
- Spearheaded training operations for RF and OSS Division and delivered training, as well as optimisation solutions to clients
- Supported Client Circle Managers from Airtel and Vodafone in Radio Network Planning and Optimisation
- Awarded Star Performer for outstanding contributions in Q1-Q22012, recognised for generating an additional $200K in revenue
Assistant Manager
Huawei Technologies
08.2010 - 08.2011
- Delivered technical training programs on 3G, HSPA, M2000, and Network Element (NE) integration to Network Management System
- Collaborated closely with Tata Tele Services and Reliance, focusing on Radio Network Optimisation initiatives
- Managed and provided mentorship to junior team members, facilitating their professional growth and development
Solution Specialist
Nokia
12.2009 - 08.2010
- Supported the Global Sales team by analysing RFQ requests, drafting responses, & delivering tailored solutions for OSS requirements
- Ensured the timely delivery of Statements of Compliance (SoC), Solution Designs, & Bills of Materials (BoM) to support the Sales team
- Led and managed a team of 10 presales OSS Engineers, overseeing resource planning, effort estimation, and work allocation
Project Lead
Wipro Technologies
03.2004 - 12.2009
- Supported Nokia's Network Management systems (NMS) and Subex Revenue Assurance systems
- Managed production support and bug fixes from 2004-6
- Completed an onsite assignment in Finland, as a Build Engineer from 2006 to 2007
- Managed a6-member team, overseeing end-to-end integration activities for3G network elements, including HLR, RNC, and NodeB
- Received the Feather-in-the-Cap award for successfully achieving custom SDH integration for Hutchison3G, UK
Education
Senior Management Program - Business Administration
Indian Institute of Management (IIM)
12.2018
Bachelors of Engineering - Electrical and Electronics
Visvesvaraya Technological University (VTU)
06.2003
Skills
- Automation
- Analytics
- Business Operation
- Customer Success
- Client Relations
- Cloud
- DevOps
- Digital Transformation
- Data & AI
- Driving Results
- Finance
- Forecasting
- Global Delivery
- Leadership
- Program Management
- People
- Recruitment
- Strategic Thinking
- Technical Support
- Talent Development
Certification
- Azure Cloud Associate (08/2024 - Present)
- Azure AI900 (07/2024 - Present)
- Blockchain basics (12/2019 - Present)
- ITIL Continual Service Improvement (12/2018 - Present)
- ITIL Service Strategy (SS) (09/2020 - Present)
- Prince2 Practitioner (03/2017 - Present)
- SAFe Agilist5.0 (06/2020 - Present)
- Site Reliability Engineering (SRE) from DevOps Institute (12/2021 - Present)
LANGUAGES
English - Full Professional Proficiency
Hindi - Limited Working Proficiency
Bengali - Elementary Proficiency
Hobbies and Interests
Cricket, Music, Reading, Traveling, Yoga
Timeline
Senior Director
LTIMindtree
05.2021 - Current
Delivery Manager / AVP
Accenture India
06.2017 - 04.2021
Project Manager
Accenture Australia
10.2013 - 05.2017
Specialist
Ericsson India
09.2011 - 09.2013
Assistant Manager
Huawei Technologies
08.2010 - 08.2011
Solution Specialist
Nokia
12.2009 - 08.2010
Project Lead
Wipro Technologies
03.2004 - 12.2009
Bachelors of Engineering - Electrical and Electronics
Visvesvaraya Technological University (VTU)
Senior Management Program - Business Administration
Indian Institute of Management (IIM)
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