Utkarsh Sharma
Pune
Summary
Dynamic operations professional with 4 years of experience at LTI Mindtree Limited, excelling in incident management and data analysis using SQL. Proven ability to enhance customer satisfaction through effective communication and problem-solving. Skilled in financial reconciliation and ERP systems, ensuring adherence to SLAs and fostering team collaboration.
Overview
12
12
years of professional experience
Work History
Criteo India Private Limited
01.2022 - 02.2025
Associate Operation
LTI Mindtree Limited
07.2017 - 01.2025
- Incident & Ticket Management: Monitor and manage alerts, incidents, and tickets via Slack channels, ensuring timely acknowledgment and resolution.
- Application Monitoring: Oversee the operational status of applications and process chains in Azure and BI tools, performing hourly and daily checks.
- Data Analysis & SQL Scripting: Utilize SQL scripts to analyse data, identify errors, and create tickets or incidents for unresolved issues, assigning them to the appropriate team members.
- Support Coordination: Provide first-level support by creating and managing tickets and incidents, helping tribe members across various projects.
- Tribe Collaboration: Coordinate with different tribes, including XRM, Platform, Core-Finance, UDP, Monetize, and EUS, to address and resolve issues promptly.
- SLA Adherence: Ensure all tasks are completed within defined Service Level Agreements (SLAs), demonstrating effective time management and prioritization skills.
- Training & Development: Provide training to new hires, sharing knowledge on standard operating procedures (SOPs) and best practices to ensure seamless integration into the team.
- Problem-Solving: Handle complex support tasks by following detailed instructions from tribe teams, demonstrating the ability to resolve issues independently.
Johnson & Johnson
08.2021 - 12.2021
Principal Financial Group
07.2017 - 07.2021
- Data Verification & Upload: Ensure accurate verification and timely upload of data into the Anaplan application following established procedures.
- Client Communication: Proactively engage with clients to resolve any errors encountered during the data upload process, ensuring smooth operations.
- Process Improvement Participation: Contribute to the creation of job aids, automation initiatives, OneNote documentation, and service improvement ideas, actively participating in team-driven enhancements.
- Team Support: Aid team members as needed, fostering a collaborative and supportive work environment.
- Adaptability & Flexibility: Demonstrate adaptability to changes in work profiles, willingly taking on additional tasks, working flexible rotational shifts, and maintaining a strong commitment to delivering quality work with timely responses to user needs.
- Process Enhancement Suggestions: Offer constructive ideas and suggestions to senior team members aimed at improving the data upload process, contributing to continuous improvement efforts.
- Timely Request Processing: Acknowledge and process upload requests promptly, striving to complete them with minimal turnaround time, ensuring efficiency.
- Error Escalation: Identify and escalate errors to coordinators and the DFIT team in a timely manner, ensuring swift resolution and minimal disruption.
Assistant Operation and Account
Transport Corporation of India Limited
06.2013 - 12.2016
- Financial Reconciliation & Banking: Conduct daily cash and cheque reconciliation, prepare Cash Management System (CMS) reports, and deposit funds into the bank, ensuring accurate financial records.
- Customer Complaint Resolution: Address and resolve customer complaints promptly, maintaining high levels of customer satisfaction.
- E-Commerce Coordination: Organize pickups and deliveries for e-commerce platforms such as TV Home Shopping Network, Snapdeal, Jasper InfoTech Pvt. Ltd., and Amazon, ensuring timely and accurate shipments.
- Effective Communication: Utilize strong communication skills to liaise with customers regarding shipment shortages, damages, and delays, providing timely updates and solutions.
Education
M. Com. -
Dr Bhimrao Ambedkar University
Agra01.2014
B. Com. -
Dr Bhimrao Ambedkar University
Agra01.2011
Senior Secondary School - Commerce
Jawhar Viddyalaya Inter College
Mathura01.2008
Higher Secondary School - Commerce
Jawhar Viddyalaya Inter College
Mathura01.2006
Skills
- 6 Month Diploma in Financial Accounting
- Good working knowledge of Internet
- Basic knowledge on Excel and PowerPoint
- Working experience 4 years on ERP Gateway
Hobbies and Interests
- Cricket
- Listening to music
- Travelling
- Freaking out with friends
Affiliations
- English
- Hindi
Timeline
Criteo India Private Limited
01.2022 - 02.2025
Johnson & Johnson
08.2021 - 12.2021
Associate Operation
LTI Mindtree Limited
07.2017 - 01.2025
Principal Financial Group
07.2017 - 07.2021
Assistant Operation and Account
Transport Corporation of India Limited
06.2013 - 12.2016
M. Com. -
Dr Bhimrao Ambedkar University
B. Com. -
Dr Bhimrao Ambedkar University
Senior Secondary School - Commerce
Jawhar Viddyalaya Inter College
Higher Secondary School - Commerce
Jawhar Viddyalaya Inter College