Jitin Sharma

About Jitin Sharma

With over 12 years of experience in IT service management, I currently serve as a Service…

Experience

1. Service Manager

   ION

   Jul 2023 — Present · Noida, IN

   Handling Major Incident Management.Heading improvement initiatives across the Service Line and taking measures to achieve high efficiencyInitial escalation point of contact for day-to-day Operational and Delivery issues.Customer escalation management.Managing root cause analysis between technical teams.Attending CAB meetings for knowledge/INFO of ongoing and proposed changesI ensure seamless coordination between teams, clients, and stakeholders, tracking project milestones, managing risks, and optimizing processes for efficient service deliveryPlan, coordinate, and track IT and infrastructure projects from initiation to closureMonitor progress, manage risks, and escalate issues for timely resolutionCollaborate with functional leads involved in each problem and corrective action to ensure that improvements completely address the root cause.Participating in Monthly client review meetings.Integration and enhancement of ITIL tools and processes with value addition as the core to service delivery which is adhered with the agreed Service Continuity plan and a progressive Continual Service Improvements.Working closely with the Customer to review and implement any process improvement.Ensure completion of all requests within defined SLAs (Service Level Agreement)

Education

• Rawal International School

  Class 10th, CBSE

• Rawal International School

  Class 12th, CBSE

• Maharshi Dayanand University Rohtak

  Bachelor of Technology, Electrical, Electronics and Communications Engineering

• Maharshi Dayanand University

  Bachelor's of technology, Electrical, Electronics and Communications Engineering

  2009 — 2013

Skills

• C++
• Team Management
• Management
• Leadership
• Powerpoint
• Microsoft Excel
• C
• Microsoft Word
• Microsoft Office