Summary
Overview
Work History
Education
Skills
Certification
Career Highlights
Timeline
Generic

Sahil Sharma

Gurgaon

Summary

Innovative, Dynamic and results-driven Project Manager & Customer Success Specialist with around 10 years of experience in IT service delivery, infrastructure management, and cross-functional project execution. Adept in ITIL frameworks, Agile/Scrum methodologies, and tools like JIRA, ServiceNow, Trello, and AWS. Proven ability to lead global teams, manage stakeholder expectations, and ensure customer satisfaction. Seeking to leverage my technical and leadership background to drive strategic projects and enhance service excellence in a forward-thinking IT organization.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Project & Capacity Management

BTplc – Zurich Insurance
06.2019 - Current
  • Executed large-scale infrastructure initiatives across interdisciplinary teams utilizing Agile practices.
  • Oversaw the entire project lifecycle, including budget management, timeline monitoring, and risk management.
  • Led stakeholder presentations and executive updates to maintain transparency.
  • Facilitated capacity planning and forecasting, enhancing resource efficiency by 20%.
  • Integrated ITIL-compliant processes for managing changes and incidents across various departments.
  • Established quality assurance frameworks, leading to a 15% improvement in the project.

Service Reliability Engineer

BTplc – Nationwide Bank
05.2017 - 05.2019
  • Resolved significant incidents (P1/P2/P3/P4) via ServiceNow, ensuring compliance with SLA requirements.
  • Guided Tier-1 SOC analysts and enhanced their ability to handle escalations and reduced response times.
  • Oversaw essential network infrastructure, including Cisco firewalls and VPN connections.
  • Observed and optimized system performance through proactive checks and notifications.

Service Desk Analyst

BTplc – RBS Bank
11.2016 - 04.2017
  • Delivered Tier-1 assistance through various channels and achieved a high rate of first contact resolution.
  • Set up firewall regulations and carried out client-sanctioned modifications without interrupting services.
  • Created knowledge base documents, simplifying support for common issues.

Network Analyst

FIS - O2 ISP
12.2015 - 08.2016
  • Conducted SOC-level surveillance and incident assessment, lowering breach occurrences by 20%.
  • Detected security irregularities and collaborated with L2 teams for corrective measures.
  • Improved reporting standards and follow-up processes, increasing resolution efficiency by 25%.

Education

EMBA -

SP Jain School of Global Management
01.2026

BCA - undefined

Shobhit University
01.2014

Skills

  • Project management methodologies
  • IT service management expertise
  • Soft Skills: Client Relationships, Leadership, Problem Solving, Collaboration & Team Work, Empathetic, Vendor Mgmt, Compliance

Certification

  • Project Management Foundations – LinkedIn Learning
  • AWS Cloud Practitioner – Amazon Web Services
  • ITIL 4 Introduction – LinkedIn Learning
  • Agile Project Management (JIRA Cloud) – Atlassian
  • Scrum Basics – PMI
  • Introduction to ITSM – Atlassian
  • Stakeholder Management – LinkedIn Learning
  • Customer Experience – LinkedIn Learning
  • High-Stakes Communication – LinkedIn Learning
  • CCNA – Cybrary

Career Highlights

  • 2x Best Tablizer Award
  • Best Performer of the Team
  • Multiple Client Appreciation Emails for Service Excellence

Timeline

Project & Capacity Management

BTplc – Zurich Insurance
06.2019 - Current

Service Reliability Engineer

BTplc – Nationwide Bank
05.2017 - 05.2019

Service Desk Analyst

BTplc – RBS Bank
11.2016 - 04.2017

Network Analyst

FIS - O2 ISP
12.2015 - 08.2016

BCA - undefined

Shobhit University

EMBA -

SP Jain School of Global Management

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Sahil Sharma