Yash Sharma

Information Technology Operations Lead @HCLTech

Noida, IN

Directed daily IT operations, managing a team of 30 members while ensuring seamless service delivery across global shifts.Managed high-priority P1/P2 incidents, implementing process improvements that led to a 20% reduction in incident resolution time.Consistently delivered a 95% account quality score by streamlining Incident management processes and optimizing workflows.Enhanced service delivery and client satisfaction by addressing concerns promptly, resulting in a 20% increase in positive feedback.Organized daily meeting with stakeholder and teams, reducing process bottlenecks by 10% and 15% increase in team productivity through effective delegation and coaching.Owned end-to-end lifecycle of the incident management process with a 98% accuracy rate in documentation, updates, and closures in line with ITIL processes.Led root cause analysis using Fishbone diagrams and 5 Whys, reducing recurring incidents by 30% through proactive problem management and service improvements.Facilitated smooth coordination during major incidents by establishing technical and management bridges.

Bhim Rao Ambedkar College

Bachelor’s Degree