Amit Sharma

• 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

• 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