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Bhaskar Sharma
Operation Manager
Ghaziabad
Summary
Strategic Operations and Service Delivery Manager with 22+ years of experience in telecom and IT environments. Proven expertise in driving operational excellence, data-driven decision-making, and automation. Strong background in incident management, stakeholder engagement, and analytics-driven process improvement. Certified in ITIL V3, Scrum, SIAM, and ISO 27001, with growing expertise in data analysis and visualization using Power BI and ServiceNow reporting.
Overview
24
24
years of professional experience
9
9
Certifications
Work History
Operations Manager
Orange Business Services
09.2007 - Current
- Lead a team of 20+ engineers managing 24x7 network and infrastructure support operations.
- Spearheaded data-driven initiatives to identify SLA breaches, automate reporting with the help of automation team, and optimize incident management.
- Partnered with BI and automation teams to streamline operational data pipelines and reporting accuracy.
- Led process automation and infrastructure improvement projects reducing manual effort by 40%.
- Conducted service review meetings with senior stakeholders, translating insights into actionable business strategies.
- Managed change and release processes ensuring compliance with ITIL and ISO 27001 frameworks.
- Mentored teams and implemented predictive incident trend models to improve resource forecasting and efficiency.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and implemented strategies to maximize customer satisfaction.
- Facilitated smooth collaboration between departments through clear communication channels.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Implemented quality control systems to boost overall product consistency and reliability.
- Analyzed and reported on key performance metrics to senior management.
Incident Management Specialist
Orange Business Services
01.2007 - 01.2013
- Managed network incidents and technical escalations for enterprise clients.
- Implemented root cause analysis and trend modeling to reduce recurring incidents.
- Collaborated with service improvement teams to enhance data quality and escalation response times.
Team Leader - DSL Operations
Bharti Airtel
10.2004 - 09.2007
- Managed DSL operations for Haryana Circle with a team of 30 engineers.
- Delivered technical support for DSL, VPNs, and enterprise connectivity solutions.
- Developed reporting dashboards for SLA tracking and performance improvement.
- Received the ‘Star Performer Award’ for record-breaking installation achievements.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Junior Engineer - Telecom Equipment
Shyam Telecom Ltd.
06.2001 - 06.2003
- Installed and maintained communication systems (VHF/UHF, satellite phones) for government and corporate clients.
- Supported BSNL projects and handled AMC contracts.
- Studied corrections from senior engineers to learn and grow professionally.
- Collaborated with engineering team to determine project specifications.
- Provided technical support to colleagues as needed, fostering a collaborative working environment that promoted knowledge sharing.
Education
Bachelor of Arts (B.A.) -
Delhi University, Dayal Singh College
01.2001
Diploma - Electronics & Communication Engineering
Pusa Polytechnic
01.2000
XII & X -
CBSE
01.1998
Skills
Data Analysis & Visualization (Excel, Power BI, ServiceNow Reports)
Certification
ITIL V3 – Service Operation Certified
Awards & Recognition
Change Maker Award – Orange Business Services, Local Achiever Award – Dispatch Optimization Project, Star Performer Award – Bharti Airtel
Data & Analytics Initiatives
- Implemented a structured incident review process, enabling the team to track trends, measure response efficiency, and proactively address potential SLA risks.
- Introduced weekly performance dashboards summarizing SLA compliance, backlog, and MTTR metrics—empowering team leads to take early corrective actions.
- Partnered with automation engineers to simplify manual reporting workflows, reducing report generation time by 30%
- Collaborated with process owners to define measurable KPIs and align team objectives with overall business performance goals.
- Conducted monthly RCA workshops using historical incident data to strengthen problem management and reduce repeat issues.
Interests
Exploring new AI tools and technologies
Timeline
Operations Manager
Orange Business Services
09.2007 - Current
Incident Management Specialist
Orange Business Services
01.2007 - 01.2013
Team Leader - DSL Operations
Bharti Airtel
10.2004 - 09.2007
Junior Engineer - Telecom Equipment
Shyam Telecom Ltd.
06.2001 - 06.2003
Diploma - Electronics & Communication Engineering
Pusa Polytechnic
Bachelor of Arts (B.A.) -
Delhi University, Dayal Singh College
XII & X -
CBSE