Sawan Sharma
@sawansharma
Technical Account Manager – TAM at Teleperformance D.I.B.S
Bhopal, India
Sawan Sharma is a PRINCE2® Practitioner Certified professional with over 15 years of experience in IT Project Management and Infrastructure. Currently a Technical Account Manager at Teleperformance D.I.B.S, he excels in ITIL processes, service delivery, and stakeholder management. He has a strong background in managing large-scale IT operations and implementing disaster recovery solutions.
Experience
Technical Account Manager – TAM
Teleperformance D.I.B.S
Provide technical support for customers to support pre-sales and post-sales processes. Analyze customers’ needs and suggest upgrades. Taking accountability for service delivery performance and driving future demand. Monitoring and managing desktop support, IT services desk, and VIP support functions.
Operations Manager
Network solutions (P) Ltd. (IBM)
Administered project operations with focus on defining SLAs and SOPs. Developed diverse teams and defined KPIs. Managed changes in project scope and identified potential risks. Coached and mentored senior technical staff and team leads.
Incident and Problem Manager
Net connect (P) Ltd (IBM ESP)
Played a key role in internal, client and vendor project teams throughout the entire project life cycle. Managed infrastructure service delivery of uptime, availability, and Incident Management.
Sr. IT Executive - Desktop Support
Markone Technocoms (P) Ltd.
Provided desktop support and IT executive services.
Team Leader - Customer Support
Allied Digital Services Ltd.
Provided Facility Management Services (FMS) at First Level on 42 locations. Supported Network Domain, Servers, PCs, Printers, and Scanners.
Project Manager – Managed Support Services
HCL Technologies Ltd.
Monitors and manages project baseline to ensure activities are occurring as planned. Addressed escalations for enhancing customer satisfaction. Proactively performance monitoring and reporting on project scope, time, cost, and quality. Managing team of 200+ Level 1 Technical Support analysts.
Project Manager – IT Infrastructure
IBM India (P) Ltd.
Heading day-to-day Deliver Transition / Work stream Plan mitigating Timely Risks and Issue Management operations. Rendering consultancy for RFP & RFQ responses. Leading help desk support processes, best practices, and ITIL implementation. Recruiting, selecting, and training employees.
Education
RGPV, Bhopal
Bachelor of Engineering
C.S.
Licenses & Certifications
Microsoft Certified System Engineer (MCSE)
Microsoft
ITIL V3 Foundation Training & Certification
ITIL
Citrix Certified: CXD-300I - Deploying App and Desktop Solutions with Citrix XenApp and XenDesktop 7.6
Citrix
PRINCE2® Practitioner Certificate in Project Management
PRINCE2