Sachin Kumar Sharma

Skills & Expertise:

• Lead and manage the resolution of high-impact, business-critical incidents.
• Coordinate cross-functional teams to ensure fast and effective incident resolution.
• Serve as the primary point of contact for stakeholders during major incidents, providing timely updates.
• Assess incident impact and prioritize response based on business needs.
• Drive incident escalation when necessary, ensuring resource allocation and swift resolution.
• Ensure clear and consistent communication with internal teams, leadership, and customers.
• Conduct post-incident reviews (PIR) and create detailed incident reports.
• Perform Root Cause Analysis (RCA) and implement corrective actions to prevent future incidents.
• Identify process improvements to optimize incident response and reduce resolution times.
• Monitor incident management processes and refine them for continuous improvement.
• Lead and facilitate the communication of status updates to senior management and external stakeholders.
• Oversee major incident response, ensuring collaboration between IT, operations, security, and other relevant teams.
• Train and mentor teams on major incident handling and response strategies.
• Strong leadership and decision-making skills in high-pressure environments.
• Effective communication skills for managing stakeholders and incident teams.
• Problem-solving expertise with the ability to quickly analyze and resolve complex issues.
• Proficient in incident management tools (e.g., ServiceNow, Jira, Remedy) and communication platforms (e.g., Slack, Teams).
• Experienced in cybersecurity, system outage management, and business continuity.
• Ability to stay calm under pressure and manage stressful situations effectively.
• Excellent knowledge of incident escalation procedures and risk management.

• Managed major incidents from identification to resolution, ensuring all parties were aligned and informed throughout the process.
• Designed and implemented a more structured escalation framework, reducing resolution times and improving efficiency.
• Conducted detailed trend analysis on recurring incidents, working with problem management teams to eliminate underlying causes.
• Led war room discussions and crisis management exercises, preparing teams for high-impact scenarios.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Provided professional services and support in a dynamic work environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Refer to internal databases or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals

• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manual