Manish Sharma

Delivery Specialist @Kyndryl

Hyderabad, IN

Provide team leadership for following established processes, procedures, ticketing and escalation standards to ensure prompt resolution to issues. Ensure that all the service level commitments and processing deadlines are met. Perform Incident Management functions during outages by utilizing Services Desks. Work closely with internal support groups, business team, command center to identify, resolve or coordinate the resolution of Network, system problem and application issues. Communicate issues and incidents to all levels of the organization wherever deemed necessary. Ensure adequate coverage of 7x24x365 environment so that the network infrastructure is running effectively at all times which includes continuous monitoring of all services via the threshold alert mechanism and ensuring that every reasonable effort is made to restore services as quickly as possible in the event of an outage. Develop, refine and document Service Management policies, processes, procedures, including training. Perform an impact assessment of Business\\Customer\\ Client for every major incident reported on network and applications. Re-mediate deviation of process for its particular division/department/school. Responsible for the effective implementation of the process \"Incident Management\"and carries out the respective reporting procedure. Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Aurora Degree College

Bachelor of Commerce (B.Com.)