UMANG SHARMA
Hyderabad
Summary
As a senior analyst in Major Incident Management and Problem Management, I handle high-impact, urgent issues that disrupt critical business operations. It includes rapid identification, response, and resolution to minimize downtime and restore services swiftly. Key activities are incident detection, prioritization, communication, and coordination among teams. I have successfully identified and resolved the root causes of recurring incidents to prevent future occurrences. It involves thorough investigation, analysis, and implementation of permanent solutions. Key activities are problem identification, root cause analysis, and solution deployment.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
Work History
Senior Analyst
HCL Technologies
Hyderabad
06.2022 - Current
- Managed high-severity incidents, minimizing downtime and business impact.
- Developed and implemented problem management plan to prevent future incidents.
- Coordinated Root cause analysis (RCA) and implemented CAPA (Corrective and Preventive actions)
- Developed and Executed incident communication plans
- Conducted post incident reviews to identify areas of improvement.
- Developed reports using advanced analytics tools for project tracking.
- Drafted documents that outlined processes, procedures, and best practices.
Team Leader
HRH Next Pvt Ltd
Hyderabad
05.2021 - 11.2022
- Managed all the KPI's and KRI's of a team of 25-30 members
- Provided weekly and monthly analysis on team performances
- Handled the escalation queue
- Recognized as the youngest team leader
Senior Support Executive
Knoah Solutions (24-7 Intouch)
Hyderabad
01.2022 - 05.2022
- Supported the Walmart chat support team of America
Senior Customer Service Representative
HRH Next Pvt Ltd
Hyderabad
02.2019 - 05.2021
- Worked as Customer service executive, handling escalation calls
Education
SC-900 - Security And Compliance
Microsoft
08.2025 - 02.2030
AI-900 - Artificial Intelligence
Microsoft
08.2025 - 01.2030
Bcom - computers
Pragati Degree College
Hyderabad, IndiaICSI - Company Secretary Foundation
Hyderabad, IndiaMEC - Intermediate
St Joseph Jr College
Hyderabad, IndiaSSC -
JMGS High School
Hyderabad, IndiaSkills
- Incident management
- Problem management
- Root cause analysis
- Advanced analytics
- Team leadership
- KPI management
- Problem solving
- Excel advanced functions
Accomplishments
- First Prize in Business Quiz at St Joseph Junior College
- Youngest Team Leader Award at HRH Next Pvt Ltd
Languages
Hindi
First Language
English
Advanced
C1
Telugu
Intermediate
B1
Timeline
SC-900 - Security And Compliance
Microsoft
08.2025 - 02.2030
AI-900 - Artificial Intelligence
Microsoft
08.2025 - 01.2030
Senior Analyst
HCL Technologies
06.2022 - Current
Senior Support Executive
Knoah Solutions (24-7 Intouch)
01.2022 - 05.2022
Team Leader
HRH Next Pvt Ltd
05.2021 - 11.2022
Senior Customer Service Representative
HRH Next Pvt Ltd
02.2019 - 05.2021
Bcom - computers
Pragati Degree College
ICSI - Company Secretary Foundation
MEC - Intermediate
St Joseph Jr College
SSC -
JMGS High School