Rahul Sharma
New Delhi
Summary
IT Service Management and Customer Experience leader with 14+ years of experience in global service delivery and client relationship management. Currently leading teams and managing service portfolios over $150 million at Orange Business. Achieved 98% SLA compliance and 9.4/10 CSAT scores while driving strategic improvements in service management and crisis response. Expertise in ITIL, SIAM, network administration, and cybersecurity, with a focus on enhancing operational efficiency and customer satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Customer Service Manager
Orange Business
Gurugram
09.2022 - Current
- Team Leadership: Leads a team of 10 Customer Service Managers (CSMs), fostering collaboration, and performance excellence.
- Team Engagement: Conducts weekly team meetings to review account challenges, share management updates, and highlight best practices.
- Data & Efficiency: Built and maintained a central database for the team, in coordination with global process owners, cutting data retrieval time by 40%.
- Mentorship: Actively mentors and coaches CSM colleagues to enhance their service management capabilities.
- SLA Performance: Monitors and reviews monthly service performance versus SLA targets — consistently achieving 98% SLA compliance.
- Customer Satisfaction: Manages CSAT and NPS survey responses, maintaining a high customer satisfaction average score of 9.4/10.
- Contract Renewals: Participates in customer contract renewals, ensuring continuity, and satisfaction.
- Service Improvement: Leads discussions and monitors progress on Service Improvement Plans (SIPs).
- Quality Assurance: Implements QA protocols to maintain service excellence and meet customer expectations.
- Risk Management: Identified and mitigate risks, reducing project risk exposure by 20%.
- Stakeholder Engagement: Serves as the primary liaison for all operational matters, enhancing stakeholder engagement by 20% through effective communication.
- Upselling: Conduct regular sessions with customers to understand their requirements and pain areas, and convert them into upselling opportunities.
Customer Service Manager
Orange Business
Gurugram
10.2019 - 09.2022
- Customer Accountability: Took full ownership of the quality of service and customer satisfaction across assigned global accounts for all deployed services and solutions.
- Customer Reviews: Conducted monthly service reviews with customers to track performance, identify service gaps, and implement corrective actions.
- Service Crisis Leadership: Proactively led crisis situations to reduce customer impact, ensuring minimal disruption, and timely resolution.
- Complaint Resolution: Addressed and resolved customer complaints and complex service-related issues, leading to improved satisfaction and retention.
- Improvement Initiatives: Managed Quality Connect Survey results and customer feedback to develop and implement actionable Service Improvement Plans (SIPs), and Service Development Plans (SDPs).
- Oversaw end-to-end execution of projects: New site installations (from initiation to go-live), site relocations, chassis and hardware replacements, migration, and EOL device replacements.
- Document Management: Ensured technical documents like LLD (Low-Level Design), HLD (High-Level Design), and Customer Operations Guides (COGs) were complete and accurate before transitioning services to operations.
Operations Manager
IMSI and NCR Corporation
Pune
08.2016 - 09.2018
- Leadership and Oversight: Managed a team of network engineers responsible for the day-to-day IT and network operations at the client's site, ensuring high availability, and smooth service delivery.
- Multi-domain Expertise: Oversaw issue resolution across Data, Security, and Voice domains, ensuring minimal downtime, and swift issue handling.
- Lifecycle Management: Actively contributed to the Global Life Cycle Management Team, focusing on handling both operational issues and planned infrastructure changes.
- Client Coordination: Participated in daily, weekly, and monthly calls with client leadership for service reviews, incident escalations, and operational updates.
- ITSM Adherence: Strictly followed IT Service Management (ITSM) frameworks to enhance customer experience, and align with global best practices.
- Data Center Environment: Worked in a highly complex environment with a large data center supporting 100+ branch offices, managing infrastructure scale, and interconnectivity.
- Asset Tracking: Maintained the Fixed Asset Register for all network-related devices, ensuring up-to-date and accurate inventory control.
Senior Engineer
Orange Business
Gurugram
03.2014 - 08.2016
- Major Incident Manager: Acted as a primary responder and executor of the Major Incident Management process during Severity 1, Severity 2, and other high-priority incidents within a multi-vendor environment.
- Stakeholder Engagement: Worked closely with stakeholders to provide real-time updates, root cause explanations, and timelines for restoration.
Service Desk Specialist
Orange Business
Gurugram
01.2011 - 03.2014
- Service Coordination: Collaborated with global telecom field engineers to manage and resolve fault incidents efficiently.
Network Engineer
DelDSL Internet Pvt Ltd
Gurugram
01.2010 - 01.2011
- Level 2 Support: Provided Tier 2 technical support to enterprise customers, ensuring consistent and high-quality service delivery across global environments.
Education
B.Tech/B.E. - Electronics And Communication Engineering
Uttar Pradesh Technical University (UPTU)
Uttar Pradesh08-2010
Skills
- Team management
- Process Management
- IT Service Management
- Client Relationship Management
- Technical Operations
- Cyber Security
- SIAM
- Wireless LAN
- Network Administration
- NOC Operations
- ITIL
- ServiceNow and Orion
- Cisco Catalyst Center
- Upselling opportunities
- Service improvement
Certification
- CCNA
- CCNP - SWITCH
- ITIL 4 Foundation: an introduction to ITIL 4
- SIAM Foundation
- Fortinet Certified Fundamentals in Cybersecurity (Valid upto 07/26)
- Fortinet Certified Associate in Cybersecurity (Valid upto 07/26)
- Cisco Black Belt CX Customer Success Manager
Extracurricular Activities
Part of corporate cricket team in my current organisation.
Languages
- English
- Hindi
Personal Information
Total Experience: 14 Years 4 Months
Accomplishments
- Recognized as Customer Success Champion
Timeline
Senior Customer Service Manager
Orange Business
09.2022 - Current
Customer Service Manager
Orange Business
10.2019 - 09.2022
Operations Manager
IMSI and NCR Corporation
08.2016 - 09.2018
Senior Engineer
Orange Business
03.2014 - 08.2016
Service Desk Specialist
Orange Business
01.2011 - 03.2014
Network Engineer
DelDSL Internet Pvt Ltd
01.2010 - 01.2011
B.Tech/B.E. - Electronics And Communication Engineering
Uttar Pradesh Technical University (UPTU)
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