Shashank Sharma
@shashanksharma5
I’m an IT operations leader and Azure SME, delivering SLA-focused support and incident resolution at scale.
IndiaWhat I'm looking for
I’m a results-driven IT professional with 4 years of expertise in technical support, IT operations, and customer service. I specialize in troubleshooting complex issues, ensuring optimal user satisfaction, and managing end-to-end IT processes.
As a Senior Program Manager, I lead IT Service Desk and platform support operations for an enterprise client, coordinating with stakeholders during onboarding, driving Knowledge Transfer (KT), and strengthening SOP/documentation for operational readiness. I manage incident handling, service requests, escalations, and SLA adherence using platforms like Sostenuto, with Nimbus for communication and Bomgar for remote troubleshooting.
Previously, I served as an Analyst II/III and Subject Matter Expert (SME), resolving escalations faster, improving team KPIs, and enhancing first-contact resolution. I’ve also managed Microsoft Azure environments (including device health and RBAC configurations), supported Disaster Recovery drills, and improved service quality through better documentation and training.
Experience
Work history, roles, and key accomplishments
Senior Program Manager
Wns
Apr 2026 - Present (2 months)
Led IT Service Desk and platform support operations for an onboarded enterprise client, managing a team of 5 engineers and coordinating transition workflows with stakeholders. Drove incident handling and SLA adherence, improved operational readiness through KT/SOP documentation, and streamlined support processes using Sostenuto, Nimbus, and Bomgar.
Analyst II
Dxc Technology
Jun 2024 - Sep 2025 (1 year 3 months)
Served as a Subject Matter Expert, resolving escalation tickets with 30% faster turnaround time and improving average resolution time by 15% while leading a team of 4 L1 agents. Managed Microsoft Azure (device health, RBAC) and remote troubleshooting, reducing security incidents by 30% and downtime for remote employees by 20%, while improving knowledge base accuracy by 40% and passing disaster rec
Analyst III
Dxc Technology
Jul 2022 - Jun 2024 (1 year 11 months)
Delivered end-user technical support via call and chat, resolving 95% of IT incidents within 24 hours while maintaining SLA compliance. Reduced help desk ticket volume by 40% through training programs and earned FY24 Q4 Champ Award for CSAT above 95%.
Education
Degrees, certifications, and relevant coursework
Govt Science College Jabalpur
Bachelor of Science, Computers
2017 - 2020
Bachelor of Science in Computers completed from 2017 to 2020.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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