Vivek Sharma

Process Manager

  • Noida Uttarpradesh
  • Overall 9+ years of experience in various roles with subject matter expertise in Incident/ Problem/ Change management and global command center.
  • High efficacy and quick responsiveness while coordinating with multiple teams and managing high priority issues.
  • 8+ years of total IT Industry experience with strong belief on IT Service Management and ITIL Processes.
  • To facilitate continuous learning in order to realize self-potential and growth in the interest of organization by virtue of positive attitude ,knowledge and relevant skills.
  • Learn to grow and grow to learn. A person with a self motto, who goes like "I will finish what I start", backed by confidence and hard work.
  • Strong leadership skills and a quick self- learner.
  • Excellent verbal and written communication skills.
  • ITIL foundation V3.
Work History
Work History
Aug 2015 - Present
Project:- Trafigura

Track Lead

  • Designed the Process and procedures of Incident, Problem and Change Management
  • Enable the effective execution of the Global Incident, Problem & Change Management Process
  • Managing and leading the team of 6 members supporting service management environments across the globe
  • Provide leadership, coaching and development of the members.
  • Coordinate activities and milestones between customer, agencies , outsourcing partners, various internal teams to achieve the project goals

Responsibilities as Incident Manager

  • Owning incident management process through the incident life cycle and facilitating work around solutions to ensure system recovery with minimal business impact.
  • Initiating bridge calls and coordinating with IT and Business including different Technology Groups for resolving incidents and enhancing service quality and liaising with various system owners.
  • Managing end-to-end process including:
  • Incident detection and recording
  • Classification and initial support
  • Investigation and diagnosis
  • Resolution and recovery
  • Incident closure
  • Provides accurate and timely communications on impact to the appropriate distribution lists and senior management.
  • Manage the Daily High Severity Incident Call Review meeting and send communication.
  • Identifying areas requiring improvement within Incident Management process, and invoking another process as required.

 Problem - Disaster Recovery management

  • Perform Incident validation of the ticket raised on priority by the Clients and Customers.
  • Conduct reviews on problem and known errors that have been identified and actioned, to verify that all steps were completed and the objective of the process was achieved.
  • Investigating the root cause of incidents and investigating actions to correct the situation.
  • Conduct weekly and monthly Incident - Problem Management meetings and produces a Daily Operations Service Call Report which details the current status of the Problem Management team including how many outstanding tickets for each service and status of outstanding tickets.
  • Includes investigating, managing, resolving and escalating issues as required.
  • Providing resolution for the incidents reported according to the priority and agreed
  • Training the team on process, technical, quality and new process guidelines.
  • Monitored progress of action plan.
  • Developed proactive Problem Management activities.
  • Manage the creation and maintenance of DR plans.
  • Manage DR compliance testing through the planning, execution and reporting of exercises 

Change Management

  • Document and publish change management process and functions
  • Analyze change records to determine any trends or potential problems.
  • Reviewing change requests for completeness and accuracy
  • Working with service providers to schedule changes

Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc change management meetings.

Mar 2014 - Jul 2015
Project:- Deutsche Bank

Worked for Client location, Singapore from as APAC Global Command Center and Incident Management SPOC. Responsibilities as Command Centre IM SPOC

Responsibilities as Command Centre IM SPOC

  • Lead and organize recovery call during system major outage. Ensure relevant / required support teams from application, vendor and another IT teams are present for the investigation and plan of resolution action.
  • Provide update/ reports to senior stakeholders for live and a day before major incidents. Update incident record timely.
  • Follow up with application team on incident reporting.
  • Ensure daily Health Checks are performed by application teams - include application availability and capacity management;
  • Provide trending for problems and formulate dashboard for management awareness.
  • Coordinate month end batch processing and progress update;
  • Coordinate weekly change status, user verification  and updates;
  • Coordinate and provide necessary support to initiatives from other IT teams.
  • Backup as Incident Management manager

 Responsibilities as Incident Manager Track Lead

  • Identify gaps in learning opportunities and communication program.
  • Provide hands-on assistance to the teams in cases of problems, both, through direct intervention and mentoring. Develop and implement Training Modules and train new recruits
  • Make Monthly reports on the performance of the team and team evaluation.
  • Tools used are Service Now, Remedy, Maximo, DB Symphony, NAR (Repository), Active Directory.
  • Prepare Weekly Volumetric and SLA reports for project.
  • As incident manager, initiating bridge calls and coordinating with IT and Business including different Technology Groups for resolving incidents and enhancing service quality and liaising with various system owners.


Aug 2009 - May 2012
IBM INDIA Pvt Ltd, Bangalore
Sr. Operational Professional

     Key Profile: Steering functionalities related to major incident management.

Sr. Operational Professional

  • Owning incident management process through the incident life cycle and facilitating work around solutions to ensure system recovery with minimal business impact.
  • Sending notification to all the stakeholders of the incident progress/updates until the service restoration.
  • Assessing the business impact of the incident and assigning & updating priority where appropriate.
  • Recognizing any business impact to client service availability or accessibility.
  • Identifying where an incident requires increased focus to meet committed targets and taking action as appropriate
  • Escalating any identified issues that require immediate action to account management (SDM and DPE/PE).

ITIL V3, CCNA, Lean and GDF (Global Delivery Framework)- IBM certified

Sr. Technical Analyst / Trainer – Service Desk

  • Conducting technical and process training for new service desk agents and refresher training for existing agents whenever required
  • Conducting interview and selecting people for service desk
  • SPOC for Remedy Knowledge Management (RKM) for the account which includes creation and updating of process documents.
  • Handling all the escalations.
  • Working with other resolver groups and getting the resolutions provided for incident resolution which in turn shared with team for improving helpdesk efficiency.

Ensuring team meets compliance with IBM Security and Compliance Guidelines on a regular basis.

Aug 2006 - Jul 2009
Microland Limited
Technical Analyst
  • Trained on core Network and Internet concepts.
  • Troubleshooting Belkin Routers, Wireless Routers, Network Adapters, IP Switches, Network Switches and all different types of belkin products.
  • Troubleshooting all Blackberry Devices (includes mail clients and internet).
  • Troubleshooting all different mail clients (including configuration). Ex: MS Outlook, Outlook Express, Vista Mail, Mac Mail, Eudora, Thunderbird, Encourage Mail, and many more.
  • Handling agent’s escalation calls.
  • Mentoring my team with regards to AHT and Quality.
  • Send their productivity report to the management on a daily basis

Specialized in: Handling Technical Escalations and Quality customer service

2002 - 2006
Bachelor of Engineering
Rajasthan university

Computer Science

2001 - 2002

Maths/ Science