KARUN SHEEMAR
--linkedin.com/in/karun-sh
CORE COMPETENCIES
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IT Operations Management
Application Support
ITIL Processes Implementation
Service Delivery Excellence
Team Leadership &
Management
Incident Management, Change
Management and Problem
Management Coordination
Continuous Improvement
Initiatives
SLA Compliance & Reporting
Process Documentation &
Policy Development
Customer Relationship
Management
EDUCATION
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MBA (Information Systems),
Sikkim Manipal University
MCA (Masters in Computer
Applications), GGS IP University,
DELHI
BCA (Bachelors in Computer
Applications), MCRP University,
Bhopal
TECHNICAL SKILLS
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Project Management Tools: JIRA,
ServiceNow, MPP
Monitoring Tools: BMC Impact
Explorer, NAGIOS, ManageEngine
OpManager, SPLUNK
ITSM Tools: ServiceNow, HP
OpenView, Lotus Notes, Remedy
ITSM, Salesforce, JIRA
Operating Systems: WINDOWS,
LINUX, UNIX
Databases: Microsoft SQL
Cloud Computing Platform:
Amazon Web Services
Others: AnyPoint Platform
(MuleSoft), Putty, MS PowerBI,
CITRIX XenApp, AWS Workspaces,
various collaboration tools
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PROFILE SUMMARY
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Incident/Problem/Change Management: Extensive experience in the Incident,
Problem, Change Management managing multiple teams ensuring SLA and KPI
adherence, and optimizing team performance.
Escalation Management: Expertise in handling escalations and implementing
corrective actions to resolve issues efficiently.
SLA & KPI Reporting: Skilled in performance tracking, reporting, and ensuring
compliance with service level agreements.
Performance Monitoring & Reporting: Proficient in tracking metrics, preparing
dashboards, and delivering insights to stakeholders.
Process Improvement: Proven track record of initiating and managing Service
Improvement Plans (SIP) and Continuous Improvement Plans (CIP) to enhance
service delivery.
Team Leadership: Strong leadership in managing cross-functional teams, conducting
performance reviews, and ensuring team alignment with business objectives.
Knowledge Management: Oversaw knowledge acquisition, documentation, and
integration, ensuring smooth transitions and process updates.
Resource & Capacity Planning: Collaborated with Workforce Management (WFM)
team to ensure resource allocation and meet service demands.
Extensive experience attending governance meetings such as SD Monthly Calls
(SDMC), and providing detailed ticket-based CSAT reviews and performance reports.
Transition & Integration: Led and supported seamless new transitions, integrating
processes and knowledge management for effective service desk delivery.
WORK EXPERIENCE
Nov’23- Aug ‘24: Senior Consultant, E&Y LLP., Gurugram
Key Result Areas:
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Managing performance of service delivery teams, ensuring SLA compliance and
driving process optimization.
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Creating and managing project plans for operational efficiency, achieving on-time
and on-budget delivery.
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Coordinating with stakeholders to resolve escalations and ensure high client
satisfaction.
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Delivering detailed performance reports, highlighting key service milestones and
identifying areas for improvement.
Dec’20 –July’23: Project Lead, Managed Services, Espire Infolabs Pvt. Ltd., Gurugram
Key Result Areas:
• Directed a global service desk team, ensuring 99% SLA compliance and timely
resolution of incidents and service requests.
• Implemented ServiceNow-driven improvements, reducing ticket backlogs by 85% in six
months.
• Conducted root cause analyses (RCA) for high-priority incidents, driving service
reliability and client satisfaction.
• Collaborated with Workforce Management (WFM) to ensure resource allocation met
service demands.
• Delivered regular governance reports and conducted SLA reviews with stakeholders.
Project:
Client: UNIPART, UK
Period: Dec’22 – Jul’23
• Led the Service Delivery team, ensuring timely completion of tasks and process
improvements for enhanced efficiency and scalability.
• Acted as the Subject Matter Expert, providing guidance and support to the team and
serving as the primary contact for issue resolution.
CERTIFICATIONS
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Certified Scrum Master – Scrum
Alliance, June 2023
ServiceNow Certified Developer
training from TDC – MSME,
November 2022
PMP training from TDC – MSME,
May 2022
Certified Lean Six Sigma Black Belt,
TDC – MSME, November 2021
Foundation training in Scrum, Agile
& Project Delivery - Udemy
Lean Six Sigma Foundations LinkedIn
Learning Jira (Cloud Edition) LinkedIn
Six Sigma: Green Belt – LinkedIn
ITIL Intermediate in IT Service
Operation
ITIL Foundation (v3) in ITSM
AWARDS
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Attained the "Employee of the
Month" Award in September 2021
at Espire Infolabs Pvt. Ltd.
Secured the "On the Spot" Award
in September 2021 at Espire
Infolabs Pvt. Ltd.
Earned recognition as the "Star of
the Month" (by Client) in August
2021 at Espire Infolabs Pvt. Ltd.
Accomplished the "Employee of the
Month" Award in July 2021 at
Espire Infolabs Pvt. Ltd.
Reached the "Finalist" position in
the annual KRONOTHON event at
Kronos in April 2019
Received the "SPOT" award for
outstanding
performance
at
ClickSoftware in August 2014
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Collaborated with Account Managers and Customer Success Managers to meet
customer needs and ensure high satisfaction.
Maintained adherence to internal SLAs, driving consistent service delivery standards
and proactively suggesting process optimizations.
Project:
Client: SGN, UK
Period: Jul’21 – Dec’22
• Supervised 24x7 operations of the MuleSoft Application Production Support Team,
ensuring seamless service delivery.
• Managed critical enterprise system issues, including high-priority incidents affecting
corporate sites, and participated in technical bridges with stakeholders to resolve
them.
• Contributed to CAB meetings, providing insights on change implementation and
ensuring successful execution post-approval.
• Delivered Root Cause Analysis (RCA) reports for production environment issues,
driving continuous improvement.
• Led a team of MuleSoft developers working on new enhancements and change
requests, following Agile Scrum principles.
• Facilitated the removal of development team impediments, ensuring smooth progress
and timely delivery.
Project:
Client: SEI, Australia
Period: Dec’20 – July’21
• Reduced the backlog ticket count by 85% within 6 months, achieving significant
efficiency improvements.
• Played a key role in reducing the total backlog count of tickets to approximately 10%
of the total ticket volume, optimizing ticket management processes.
• Proposed improvements for more effective customer management and streamlined
ticket handling in ServiceNow, leading to enhanced customer satisfaction.
• Published comprehensive reports in ServiceNow covering various KPIs/metrics,
including Ticket Volumes, Productivity Report, Utilization Report, and SLAs; facilitated
the identification and resolution of bottlenecks, contributing to overall process
improvement
Dec’17 – Mar ’20 Technical Team Lead, Kronos Solutions India Pvt. Ltd., Noida
• Led a team of highly skilled TSEs (L1 to L3, totaling 32 TSEs) in the Alert Response Team
• Ensured the team consistently met required SLA and OLA targets on a daily, weekly,
and monthly basis, maintained a range of 95%-99%
• Actively participated in and facilitated the monthly OS patching activity for all
application servers
• Developed and executed the Service Improvement Plan to enhance project
performance
• Published various managerial reports and presentations for the team
Nov ’12 – Feb ’17 Senior Cloud Engineer at Clicksoftware India Pvt. Ltd., Gurugram
• Played a key role in establishing the Cloud Operations Center, overseeing 24x7
monitoring of AWS infrastructure and ensuring proactive fault management and
minimal business impact.
• Managed cloud infrastructure, conducted health checks on LINUX servers,
implemented an Intrusion Detection System (IDS), and led the recruitment process for
new team hires.