Shivankit Sharma

About Shivankit Sharma

Bringing over a decade ( 10+years) of expertise in the Support ecosystem, I specialize in platform management, cross-functional leadership, and data-driven decision-making and customer-focused innovation. Being a Tech Consultant, I always kept in mind the limitations of technology and alternatives to overcome those. I believe that effective communication is the best tool to overcome any blur situation. Here\'s what I bring to the table:** Platform Handle the day-to-day operations and support for the platform, ensuring high availability, performance, and reliability. Proactively monitor and resolve system issues, errors, and performance bottlenecks.* Ensure compliance with SLAs (Service Level Agreements) for issue resolution and system uptime. Lead the investigation and resolution of incidents and recurring problems, implementing preventive measures to mitigate future occurrences.* Act as the escalation point for critical issues and liaise with stakeholders to ensure timely resolution.** Drive stakeholder engagement across Sales, Finance, Product, Billing, and Technology to drive business outcomes.* Leads a diverse support team across global regions and functions to deliver on customer service and performance excellence.* Working with cross-functional teams to find opportunities to collaborate on process improvement, customer engagements, customer concerns and local business objectives.** Documentation & Data Maintain comprehensive training content, video tutorials, and knowledge base documentation.* Write and execute data queries to analyze and validate business models, supporting accurate and timely invoicing in partnership with the data management team.** Product Roadmap & Lead special initiatives focused on training, feature adoption, and system enhancements.* Develop Salesforce modernization roadmaps and optimize internal support processes using AI and automation to drive efficiency.**🤝 Stakeholder Serve as a key liaison between data engineering teams, business stakeholders, and customers to ensure alignment on program goals and timelines.* Continuously improve customer experience and strategically allocate resources to drive satisfaction and scale.** Customer Act as the advocate for both the \"Voice of the Customer\" and \"Voice of the Business,\" ensuring effective engagement and responsible execution of critical programs.

Experience

1. Assistant Director

   Moody's Analytics

   Sep 2022 — Present · Gurugram, IN

Education

• Maharaja Surajmal Institute

  BCA, Information Technology

• Bharati Vidyapeeth's College of Engineering

  Master of Computer Applications - MCA

Skills

• Toad 9.0
• Salesforce.com Administration
• Apex Data Loader
• Salesforce.com