RAJEEV SHARMA
Kalyan-Thane, Maharastra
Summary
IT Project Manager with extensive experience at Reliance Jio, specializing in enhancing service quality and elevating customer satisfaction. Proven ability to lead cross-functional teams and utilize Power BI for data-driven decision-making, and operational excellence. Skilled in incident resolution, process optimization, and driving continuous improvement initiatives, resulting in measurable gains in service delivery performance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Project Management, Data Analyst, Service Improvement Lead
Petroleum Development Oman, (Globcom LLC & Bahwan Cybertek LLC)
Muscat
11.2022 - 01.2025
- Implemented continuous improvement initiatives using Lean and Six Sigma methodologies.
- Managed team of 90+ in IT service management, resolving over 300 tickets daily while adhering to ITIL and ITSM guidelines.
- Achieved 20% reduction in ticket resolution time through effective management strategies.
- Maintained 90% customer satisfaction rating in alignment with contract KPIs.
- Executed quarterly lean projects for service improvements, reallocating savings towards productive areas.
- Analyzed project outcomes to identify knowledge gaps and enhance overall customer satisfaction.
- Developed Power BI dashboards for SLA and KPI reporting, reducing manual reporting efforts.
- Automated routine tasks with scripts and tools to improve efficiency and minimize manual workload.
Deputy General Manager IT Service management & Project Management
Reliance Jio Platform Ltd
Navi Mumbai
03.2016 - 11.2022
- Company Overview: Leading telecommunications company in India
- Conceptualized & Created 'Digital Command Center' (NOC & SD) to track 35000 Servers (Production & Replica) monitoring & availability of entire IT Infra / Applications.
- Alert configuration management tools like HPSM, Solarwinds, HPOMi, BPM, CAAPM etc & managed over 8000 daily alerts with reduction of 10% monthly alerts leading to success with capacity management and improvement in infrastructure.
- Managed a team of 100 in overseeing IT service management tools like HPSM, Novelvox. Handled daily 1000 tickets. Driven the project every quarterly for reduction of 10% ticket with bug and defect fixes or implementation of new features.
- Core member of the founding team at Jio Platform, leading the end-to-end setup of Technical Operations from the ground up
- Led infrastructure projects like Security CLMS, ID validation, Middleware, Golden Configuration, and system log error management
- Reviewed Critical Success Factors (CSFs) and incident records to optimize business uptime and confirm severity level determinations
- Handled Outage Management by documenting Reasons for Outage (RFO)
- Well-versed in ISO 27000 and ISO 20000 standards, with proven expertise in applying these frameworks during IT internal audits to ensure compliance, security, and service excellence
- People Leader offering distinguished capabilities in leading talent management, leadership development, recruitment, learning & development for developing talent & workforce at large
- Proven competencies in surpassing operational metrics including SLA, Team Utilization, CSAT, RCAs, Head Count and Forecasting of budget.
Regional Delivery Manager-Vodafone North Region
IBM India Pvt. Ltd
Noida
01.2010 - 03.2016
- Company Overview: Multinational technology and consulting company
- Ensure adherence of assigned SLAs with 100% achievements of all assigned SLAs
- Overseeing the team of 125+ across the region with 1000+ daily tickets managing with BMC remedy.
- Automated the SR fulfillment to avoid manual intervention and increasing the 50% less time to resolve and auto approval matrix.
- Led the implementation of Self service kiosk across all vodafone store in various region in India.
- Managed service delivery for IT infrastructure, telecom project rollout, and product deployment
- Built and led a service desk and technical IT support team
- Directed 15+ IT projects with budgets up to $2M, delivering all on time and within financial constraints, which enhanced operational efficiency by 30%Provided regular updates and detailed reports on project status to clients, focusing on escalated issues and future support needs
- Customer engaging monthly review and maintaining 95% CSAT Managed customer satisfaction.
- Oversaw service partner/vendor management and task completion
- Compliance readiness for external IT audits, achieving 100% closure of audit points
- Maintain healthy work environment for team.
- Repository of compliance artifacts like RFC, IMAC, and User ID Management completed with compliance
- AD ID management for 3500 users
Team Lead
3i InfoTech Pvt. Ltd
Delhi
11.2008 - 01.2010
System Support Engineer
Progressive Infovision Pvt Ltd
Meerut
04.2005 - 11.2008
System Engineer
Amar Ujala Prakashan
Chandigarh
06.2004 - 04.2005
Education
Bachelor of Commerce - Accounts
Chaudhary Charan Singh University
Meerut06-2001
Skills
- IT project management
- People management
- Power BI analytics
- IT service operations
- Vendor and customer management
- Infrastructure and application management
- Incident and problem resolution
- Service desk oversight
- Service improvement
- Performance tracking
- Customer satisfaction
- Continuous improvement
References
References available upon request.
Accomplishments
- Built NOC for applications and infra monitoring while adhering to compliance with quality standards and business requirements
- Data center movement to another location without any downtime reflected to users and customers with a full strategy
- Ensured 100% ISO 27000 compliance in annual audits for six consecutive years during my tenure at Reliance Jio
- Led multiple automation and transformation projects, like HSPSM and BMC Remedy ticketing tool, for enhancing user experience and reducing manual efforts
Certification
- ITIL V3 certified
- Power BI
- Windows 7 operation and troubleshooting
- Six Sigma Assessment
- Microsoft Certified Professional in Windows Server
- Advance Diploma in H/W and Networking
LinkedIn & PMI Course Certificate
- Project Management Foundations: Schedules
- Business Law For Managers
- IT Service Management: ISO 20000
- Leadership: Practical Skills
- Introducing Robotic Process Automation, 2018
- Six Sigma: Green Belt
- Tableau 10 Essential Training
- Performing a Technical security Audit and Assessment (2017)
- IT Security Foundations: Core Concepts (2015)
- Enhancing Team Innovation
- Leading Productive Meetings (2018)
Timeline
Project Management, Data Analyst, Service Improvement Lead
Petroleum Development Oman, (Globcom LLC & Bahwan Cybertek LLC)
11.2022 - 01.2025
Deputy General Manager IT Service management & Project Management
Reliance Jio Platform Ltd
03.2016 - 11.2022
Regional Delivery Manager-Vodafone North Region
IBM India Pvt. Ltd
01.2010 - 03.2016
Team Lead
3i InfoTech Pvt. Ltd
11.2008 - 01.2010
System Support Engineer
Progressive Infovision Pvt Ltd
04.2005 - 11.2008
System Engineer
Amar Ujala Prakashan
06.2004 - 04.2005
Bachelor of Commerce - Accounts
Chaudhary Charan Singh University
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