Shubham Sharma
@shubhamsharma47
I lead cloud service delivery, SLA governance, incident operations, and customer retention for enterprise accounts.
IndiaWhat I'm looking for
At Rackspace Technology, I lead service delivery for Private Cloud accounts, overseeing SLA/OLA compliance, critical escalations, and executive MSR, MAR, and QBR reviews. I partner with Customer Success Managers to protect account health, support renewals, and identify expansion opportunities.
Across Rackspace, HCL Technologies, and Vedicsoft Solutions, I’ve managed incident, problem, and change operations, using ServiceNow, Salesforce, Power BI, and operational reporting to reduce disruption and strengthen customer outcomes.
Experience
Work history, roles, and key accomplishments
Senior Customer Success & Service Delivery Associate
Nov 2021 - Present (4 years 10 months)
Served as the primary operational point of contact for Rackspace Private Cloud accounts, ensuring SLA/OLA compliance and managing escalations. Led MSR, MAR, and QBR reviews, and partnered with CSMs to drive renewals and mitigate churn.
Customer Success & Incident Management Analyst
Jan 2019 - Nov 2021 (2 years 10 months)
Handled P1/P2 incident management in ServiceNow and supported problem and change management activities. Monitored SLA performance and compiled operational reporting dashboards to ensure contract compliance.
Service Delivery Analyst
Vedicsoft Solutions
May 2017 - Jan 2019 (1 year 8 months)
Supported incident, problem, and change management workflows for HCL third-party payroll services, optimizing ticketing operations for SLA compliance. Collaborated across departments to streamline issue resolution and enhance service delivery satisfaction.
Education
Degrees, certifications, and relevant coursework
Christian College of Engineering, Bhilai
Bachelor of Engineering, Mechanical Engineering
Bachelor of Engineering in Mechanical Engineering from Christian College of Engineering, Bhilai, completed in 2017.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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