Monu Sharma

Managed a team of level-1 engineers for Incident Management – GSD and NZ & currently managing Unix Server Monitoring/L1 support team. Head Incident and Escalation Management. Prepare and produce various reports related to the project. Maintain good relationship with customers and stakeholders. Interacting and coordinating with the client/customer to meet the highest level of customer satisfaction and technical excellence on all reported tickets/cases. Ensure timely resolution and closure of escalated open tickets/cases from the team members (L1 Technical Associates). Participate and lead various transformation/consolidation/automation projects with GSD/NZ and monitoring team. Implement and lead First Time Fix at 1st Level Support to improve efficiency and CSAT. Driving the efficiency and effectiveness of the major incident management process. Producing management information, including KPIs and reports. Reviewing and auditing the process. Ensuring that all IT teams follow the incident management process for every incident. Ensure all incident stake holders are provided routine status updates for all high impact incidents. Manage event systems and support ticking queues within SLAs. Ensure team's engagement and support procedures with internal teams and external partners are maintained to provide proper and timely response to address issues and operational support requirements. Identify trends to optimize incident processes and monitoring tools. Ensure turnover is properly performed so operational concerns are addressed in a timely manner across shifts and locations. Continually seek out improvement opportunities and demonstrate metric-based period over period improvements. Responsible for providing Global IT support for all Vodafone Operating Companies around the world. Part of the Service Transition Team. ITIL Services Expertise on Incident Management & Service Desk. Incident Detection, Recording, Management & Tracking. Represent the first stage of escalation for I

Responsible for the effective implementation of the process "Service Desk and Incident Management" and carries out the respective reporting procedure. If possible, make temporary solutions (Workarounds) available to Incident. Co-ordinate cross department communications when required to assist in resolution of Incidents. Follow up on any Delivery Team gaps on the Bridge. Follow-up on escalations and issue tracking. Ensure that the correct Technical teams are engaged, and proper focus is paid to outages and recovery. Responsible to ensure Severity 1 & 2 SLA's are met. Ensure proper management of Severity1 & Severity2 queries/ monitoring. Coordinating Incident Bridge calls for quick and prompt resolutions. Contacting the Support team manager in case of no response from the team. Send Alert notifications to the Site Support and the Monitoring Teams about any network related issues. Provide updates to the Management of daily outages. Contacting the internal helpdesk for any issues relating to the Helpdesk Toll Free numbers. Updating Front end messages on the IVR for Major outages. Creating tickets for External Vendors for any hardware replacement. Worked as a Technical Analyst in Infrastructure Technology. Review aspects for improvement with own practices and processes also ensure that communication takes place across the whole area of responsibility. Adhering to Company’s Regulations and Policies and making sure that the Employees follow the same.

Oversee day to day operations of the facility. Provide for site safety and security; devise and implement site policies and procedures. Conduct regular inspections and maintenance of systems and equipment, monitor fire alarm control panels and other emergency equipment. Managing and driving projects.

Accountable and responsible for resolution of tickets related to customer queries. Supporting VMware Software (Fusion 6 and Workstation 10). Assisting customers with license key to upgrade the VMware product (Fusion & Workstation). Managing customer related issues with VMware account and also trouble shooting basis level of networking or any kind of problem related to VMware Fusion 6 & also Windows. Worked on priority basis based on the incident assigned in Sales force over the phone, email or remote desktop. Installation of VMware Fusion 6 and Workstation on Mac and creating a Virtual machine based on the operating system such as Windows XP, 2000, Windows 7.