Hi, I’m
RAVI K SHARMA
IT Operations Manager
Jaipur,RJ
Summary
Senior IT Operations & Service Management Leader | ITIL Specialist Accomplished IT operations professional with 7+ years managing enterprise service delivery, customer / partner support operations, and ITSM frameworks for fintech and banking sectors/ SAAS. Expert in ITIL best practices including incident management, problem management, change management, and service desk optimization. Successfully led cross-functional teams of 50+ members, achieving 99%+ system availability and SLA compliance for mission-critical applications. Skilled in Salesforce / ServiceNow/Freshdesk administration, escalation management, vendor coordination, and operational compliance. Strong background in cloud infrastructure oversight (GCP, AWS), IAM policies, performance monitoring, and building scalable support frameworks. Proven track record in cost optimization, process automation, and stakeholder management.
Overview
14
years of professional experience
5
Certifications
Work History
Futuretek Commerce Pvt Ltd
SR MANAGER
05.2025 - 09.2025
Job overview
- Managed end-to-end customer support operations for 1.5M+ customers across 5,000+ banking and NBFC partners (BOB, UCO Bank, etc.), overseeing payment gateway and ERP-related incident resolution.
- Led a multi-tiered support team of 53+ FTEs including 3 SME, 8-member front-line resolution team (FDR/SDR), 20-member L1 incident management team, and 22-member payment gateway support team.
- Designed and implemented escalation matrix from L1 (first-day/same-day resolution) to L2 technical support, reducing average resolution time and improving first-contact resolution rates by 40%.
- Drove quality assurance initiatives across all support tiers, conducting regular audits, coaching sessions, and performance reviews to ensure SLA compliance and CSAT improvement.
- Reduced repeat ticket volume by 30% through Root Cause Analysis (RCA), knowledge base development, and process documentation, working closely with Business Analysts and development teams.
- Collaborated with CEO, stakeholders, Business Analysts, and engineering teams to identify system issues, prioritize bug fixes, and implement product improvements based on customer feedback patterns.
- Managed ServiceNow/ticketing system administration for incident tracking, reporting, and workflow automation across payment gateway and ERP support operations.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
Suma Soft Pvt Ltd
OPERATIONS LEAD
12.2023 - 01.2025
Job overview
- Led global Sophos partner support operations across EMEA, NA, and APAC, managing 39+ representatives through 2 Team Coach: Order Processing (19 reps) and Case Management (18 reps).
- Optimized operational metrics including Same-Day Resolution (SDR), First-Day Resolution (FDR), CSAT scores, and error rates through Salesforce CRM dashboards and data-driven process improvements.
- Reduced attrition through recruitment, cross-training programs, and performance coaching while managing shift scheduling across three global time zones.
- Conducted daily stakeholder huddles and weekly performance presentations, implementing Root Cause Analysis (RCA) for aged cases to improve resolution times and SLA compliance.
- Coordinated L1-to-L2 escalation management with onshore technical teams, ensuring timely resolution of complex partner issues.
- Developed SOPs, training documentation, and knowledge base articles to standardize processes and reduce new hire ramp-up time.
- Participated in UAT for system implementations, providing operational feedback to enhance partner support workflows.
- Utilized Salesforce CRM for ticket management, reporting, and KPI tracking, designing customized views to monitor real-time performance across order processing and case management queues.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
Infosys BPM Limited
SR. TECHNICAL SUPPORT EX
11.2023 - 12.2023
Job overview
- Provided Level 2 IT support for Daimler AG, handling incident logging, ticket routing, and basic troubleshooting within SLA timelines.
- Assisted end-users with system access, password resets, and technical issue resolution, ensuring minimal downtime and seamless operations.
- Skilled at working independently and collaboratively in a team environment.
Finviral Private Limited
SR. ASSOCIATE - CLOUD OPERATIONS
10.2021 - 08.2023
Job overview
- Managed cloud infrastructure onboarding and administration for multiple clients across GCP, AWS, and cPanel hosting platforms, configuring compute instances, storage, and networking resources per client requirements.
- Administered Google Workspace for client organizations, managing user accounts, access policies, email configurations, and domain settings to ensure seamless business operations.
- Deployed and configured open-source ticketing systems (OSTicket, UVDesk) for small business clients, implementing help desk workflows and user management.
- Set up and maintained email servers, DNS configurations, SSL/TLS certificates, and domain management across various hosting platforms including cPanel and cloud providers.
- Managed IAM roles and service accounts in GCP and AWS, implementing access controls and user permissions following least-privilege principles.
- Administered Vercel deployments for client web applications, managing user access, resource allocation, and monitoring application performance through platform dashboards.
- Provided ongoing cloud infrastructure maintenance, troubleshooting connectivity issues, storage optimization, and basic monitoring setup using GCP Console and AWS CloudWatch.
- Coordinated website hosting migrations and configurations, ensuring uptime and performance for client production environments.
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
TBC India Pvt Ltd
IT ASSET & INFRASTRUCTURE SPECIALIST
10.2016 - 07.2019
Job overview
- Provided technical support for web hosting clients, managing cPanel account setup, server/VPS provisioning, and troubleshooting connectivity and uptime issues.
- Provisioned cloud infrastructure on AWS EC2 and GCP Compute Engine for client projects, handling virtual machine deployment, basic configurations, and availability monitoring.
- Implemented Salesforce CRM for client organizations, configuring user roles, permissions, workflow automations, organization-wide defaults (OWD), sharing rules, and email-to-case functionality.
- Managed IT asset lifecycle for global clients including asset tracking, inventory management, allocation, and decommissioning while ensuring compliance and audit readiness.
- Built knowledge base documentation for recurring issues, creating SOPs and troubleshooting guides to improve resolution times and operational efficiency.
- Supported multi-geography client base, adapting support protocols to meet diverse regulatory and business requirements across regions.
- Supported IT operations for corporate headquarters and nationwide locations.
- Collaborated with IT department to develop infrastructure build-out strategy and outline project scope.
Genpact Ltd
PROCESS ASSOCIATE
06.2011 - 07.2012
Job overview
- Evaluated and processed home loan applications for Westpac Australia, analyzing customer financial documentation, credit histories, and property valuations to make lending decisions within delegated authority limits.
- Assessed risk and compliance for loan applications, verifying income documentation, employment records, and asset statements to ensure adherence to Australian lending regulations and Westpac credit policies.
- Managed high-volume case pipeline through systematic workflow tracking, ensuring timely processing of loan applications from initial submission through approval or decline decision.
- Identified exceptions and escalated complex cases requiring senior underwriter review, including non-standard income sources, credit impairments, or policy deviations requiring management approval.
- Collaborated with mortgage brokers, loan processors, and credit teams to resolve documentation gaps, clarify applicant information, and expedite loan approval processes.
- Maintained audit-ready documentation for all underwriting decisions, ensuring compliance with regulatory requirements and internal quality control standards.
- Stayed updated on Australian lending regulations and Westpac policy changes, adapting underwriting criteria and decision-making processes accordingly.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Education
Faculty of Mgmt. Studies- Jaipur
M.B.A
01.2016
Maharishi Arvind Institute of Science & ManagementJaipur
B.B.A
01.2011
Skills
IT service management
Operations management expertise
Cloud services deployment
Administration tools proficiency
Organizational strategy development
Workforce skill enhancement
Process optimization
Efficient resource allocation
Certification
ITIL 4 CERTIFICATION - EDUCBA
Timeline
SR MANAGER
Futuretek Commerce Pvt Ltd
05.2025 - 09.2025
OPERATIONS LEAD
Suma Soft Pvt Ltd
12.2023 - 01.2025
SR. TECHNICAL SUPPORT EX
Infosys BPM Limited
11.2023 - 12.2023
SR. ASSOCIATE - CLOUD OPERATIONS
Finviral Private Limited
10.2021 - 08.2023
IT ASSET & INFRASTRUCTURE SPECIALIST
TBC India Pvt Ltd
10.2016 - 07.2019
PROCESS ASSOCIATE
Genpact Ltd
06.2011 - 07.2012
Maharishi Arvind Institute of Science & Management
B.B.A
Faculty of Mgmt. Studies- Jaipur
M.B.A