Sharad Mathur

About Sharad Mathur

I’m a Global Service Manager, focused on delivering reliable and efficient managed services to enterprise clients. My role centers around client engagement, service delivery oversight, and ensuring operational excellence across complex telephony and contact center environments.I work closely with clients to understand their evolving needs, guide them through new feature releases, and provide clarity on how changes impact their user experience. As part of my responsibilities, I deliver monthly service reports, track performance metrics, and highlight outstanding issues to drive transparency and continuous improvement.I coordinate directly with internal account teams and cross-functional stakeholders to ensure seamless service operations and client satisfaction. Technical Expertise:SIP, VoIP TelephonyContact Center PlatformsWorkforce Management (WFM)Session Border Controllers (SBC)Cloud Communications Infrastructure Core Strengths:Client Relationship Management: Building trust through clear communication and responsive supportService Reporting & Metrics Analysis: Turning operational data into actionable insightsChange Management: Supporting clients through updates, migrations, and new feature rolloutsCross-Functional Collaboration: Aligning with account managers, support teams, and engineersIssue Tracking & Resolution: Proactively managing incidents and ensuring follow-throughMy goal is to ensure clients not only receive exceptional service but also see continuous value from our platform through consistent communication, performance insights, and dependable operations.

Experience

1. Global Service Manager -mso

   Zoom

   Mar 2025 — Present

Education

• Poornima College of Engineering

  B-Tech, Computer Science

  2009 — 2013