Karun Sheemar

KARUN SHEEMAR --linkedin.com/in/karun-sh CORE COMPETENCIES • • • • • • • • • • 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 • • • 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 • • • • • • • • 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 • PROFILE SUMMARY • • • • • • • • • • 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: • Managing performance of service delivery teams, ensuring SLA compliance and driving process optimization. • Creating and managing project plans for operational efficiency, achieving on-time and on-budget delivery. • Coordinating with stakeholders to resolve escalations and ensure high client satisfaction. • 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 • • • • • • • • • • 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 • • • • • • 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 • • 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.