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Amit Sharma, Service Rollout Expert (Global Process Owner)

Amit Sharma

Service Rollout Expert (Global Process Owner)·Orange Business Services - India

India

Master's degree, Business Administration

Work experience

Total years of experience: 20 years, 6 months

Service Rollout Expert (Global Process Owner)

October 2007 - Present

Orange Business Services - India

Delhi, India

October 2007 - Present

• Key role in identifying the processes based on ITIL deliverables Incident Management, Change Management, and Service Level Management
• Provide trainings to operational teams to ensure they are equipped to handle any new customer’s request
• Accountable for managing service launch and supporting operational teams to handle implementation of the first customers
• Responsible for approving service and customer specific support models, processes, procedures and tools and the sizings of our Customized Support Desks
• Liable for managing the implementation of all new Extended Service Select customers and managing the implementation of new business into our customized service desks

Company industry:
Telecommunications
Job role:
Management

Quality Mentor

December 2005 - October 2007

V Customer Services India PVT Ltd

Delhi, India

December 2005 - October 2007

• Full product and networking support to our clients of North America, UK and Australia buying Netgear Products
• Provided Full support for Netgear Wireless Networking products
• Responsible for handling escalated cases and providing timely solutions or else further escalating to our engineering team in US & UK.
• Conducted L1/L2 meets with techs in US & UK to discuss new issues, cases encountered and new updates if any
• Responsible to disseminate all the updates and know-how on new technologies being implemented in the market and providing trainings on new product

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Education

Institute of Management Technology

January 2008

January 2008

Master's degree, Business Administration

India

Delhi University

April 2004

April 2004

Bachelor's degree, Business Administration

India

,

Skills

ITIL
Expert
ITIL
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PRINCE2
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PRINCE2
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Six Sigma Green Belt
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Six Sigma Green Belt
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Process Design
Expert
Process Design
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Project Management
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Project Management
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BUDGETING
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BUDGETING
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CUSTOMER RELATIONS
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CUSTOMER RELATIONS
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DELIVERY
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DELIVERY
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FUNCTIONAL
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FUNCTIONAL
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LEADERSHIP
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LEADERSHIP
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NETWORK SUPPORT
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NETWORK SUPPORT
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OPTIMIZATION
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OPTIMIZATION
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PROJECT MANAGEMENT
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PROJECT MANAGEMENT
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RELATIONSHIP MANAGEMENT
Expert
RELATIONSHIP MANAGEMENT
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VENDOR RELATIONS
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VENDOR RELATIONS
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Languages

English
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Hindi
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Punjabi
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