~ Operations (Service) Management ~ Planning & Execution ~

~ Project Management ~
Sector: Telecom (Operations & Projects)
Professional Snapshot T! ( "# $%&& ) 'ertifie(
Result oriented experience of )*) +ears across the Telecom Sector and financial sector , currentl- associate( .ith
Sistema Sh-am Teleservices !t(*/ 0urgaon as Senior specialist (nci(ent / 'hange & Transition Manager)1Service
2ssurance 3ivision*
4an(ling team for Service Management Portfolio (in Service 2ssurance 3ivision) as a part of Operation for P25 n(ia*
2cting as a SPO' for 'orporate 6usiness (inclu(ing 'ircle) for an- critical issue relate( to Operations*
Provi(ing timel- support 7oth to nternal T team ('ircle T) & External (6usiness) Team on (a- to (a- 7asis*
Steering Operational revie.s .ith all 'ircles on (ail- 7asis (P25 n(ia)*
Pivotal in setting up the coordination between IT-technical team & Business to run project efficiently and effectively trac
ongoing IT projects!
Played a ey role in handling and managing customers (external & internal)*
Excellent 'ommunicator with the ability to deal with issues with precision & accurac-!
Skill Set:
Setting strategic direction based on customer needs and business goals" designing product roadmap" and providing
business case justification!
#nd to end project planning and e$ecution of Telecom Project" with distinction of playing a ey role in e$ecution of
projects!

'ertifications
Service Management Certification ITIL V3
Project management Certification: Prince2 (Practitioner).
2reas of Expertise
%ustomer &anagement
Project #$ecution
Project &anagement' (endor &anagement
%ross )unctional engagement
Team Building capabilities
'areer 4ighlights
Since 2pril8%9 Sistema Sh-am Teleservices !t(*/ 0urgaon as Senior Specialist: Service 2ssurance
(!ea(ing nci(ent 'hange Management/ Transition & Pro7lem Management)

Major :esponsi7ilities 4an(le(*
+! &onitoring ,peration -PI.s for timely solution to Business! #nhancing the customer satisfaction by involving teams by
daily Interaction with business!
/! nci(ent Management: Tracing of ticets throughout ticets life cycle! &onitoring S01 compliance! Prepare plan to
reduce iterations during ticets life cycle! Regular reports shared with higher management on incident management!
2! 'hange Management * Review R)% 3 Re4uest for change 5 " )acilitate %1B discussion with all re4uired stae holders"
Impact analysis " 6athering necessary approval for change " communication to business about the downtime " Sharing
test Results and observation with all stae holders !
7! Transition Management* Identifying stae holders for handover" 1nalysis transition health of project" collecting
documents for audit purpose" ensuring proper handover is done from delivery to operation!

5ote.orth- Milestones
Successfully conducted the Roll out of %R& system for both Postpaid and prepaid for 8 %ircles! Successfully organi9ed :1T
for system readiness for 8 circles! Issue tracer 3circle'central to trac the project for the closure!!
88 ; reduction in P+ by educating customers 3%ircle IT5!
#stablished T<= for P1> India Basis to support business in effective ways
Reduction in ticets closure time of the ticets by abridged gap between customer and &S,
2nil ;umar Sharma
'ontact 5o!* ?@+- @+2ABB++C/
E<Mail: anil!sharma++Dgmail!com
&ail/anilsharmaDgmail!com
=E68%> to 2pril8%9 :eliance 'apital !T3 (2320) ? 2sst* Manager T
Project 3escription:
Reliance capital is an entity of 1=16 which involves investment" financial and entertainment sector! It.s one of the fastest
growing organi9ations in I>=I1 in its different business verticals comprising consumer division and entertainment sector!
Major :esponsi7ilities 4an(le(*
1 1ctive member of Reliance capital central procurement team"
2 6enerating PR 3 Purchase Re4uest5 " SR> " 6R>
3 (endor assessment and 4uotation evaluation"
4 Rate contract and S01 formation on yearly basis"
5 0ogistics monitoring and distributing rate contracts to different business verticals to achieve ma$imum benefit"
6 Proving IT support in terms of laptops" destops" servers and networ elements to /BBB people across Pan India "
7 Invoice processing and payment to the vendor
8 Single handedly handled procurement and negotiation for Reliance %apital and its group companies!
2ca(emic 're(ential
6*Tech in nformation Technolog- at 0reater 5oi(a nstitute of Technology
Personal "itae
=ate of Birth * ++
th
1ugust" +@CB
%orrespondence 1ddress * E-AF Sector-+/" >oida Pin* /B+2B+