Yukti Sharma
Windsor
Summary
Experienced IT professional with over 12 years of expertise in Business Continuity & Disaster Recovery, Project Management, and IT Service Delivery. Proficient in self-directed learning and implementing innovative skills, methodologies, and industry best practices to consistently deliver measurable benefits to clients. Skilled in managing diverse technologies including Oracle, JD Edwards, SAP, and Microsoft.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Disaster Recovery Team Leader
Syntax
05.2020 - Current
- BCP Coordination with multiple clients/vendors, Risk Management, Data Centre Power Down (Infrastructure) testing
- Maintain DR program, internally and as a service provider to the customer
- Develop DR exercise runbook and test BCDR plans with functional validations
- Analyze gaps in the BCDR processes and procedures
- Continuous improvement of the BCDR awareness programs
- Maintain policies, guidelines, and standard operating procedures (SOPs) related to BCDR
Service Delivery Consultant
Hitachi Consulting
11.2018 - 04.2020
- Delivery of technical support of a portfolio of applications used by the customers
- Build and maintain good working relationship with clients and improve company's services
- Publishing regular updates to client and arranging reconvenes to track the progress of the tasks that has been discussed and agreed
- Maintaining information in tool for future reference
- Ensure that internal OLAs pertaining to Incident, Problem and Change Management are met
Service Delivery Analyst
IT Convergence
06.2016 - 04.2018
- Manage IT Service Delivery to a portfolio of customers
- Monthly Business Review Meeting with the client to ensure the co-creation of value
- Directly engaging and managing outages and high severity incidents pertaining to server breakdowns, network, database and application issues of my clients
- Drive restoration to services efficiently and quickly while communicating the progress update to the clients and management
- Ensure successful service delivery through 100% SLA achievement and high-level of customer satisfaction
Associate Support Engineer, Customer Interaction Center (CIC) Team
SAP Labs India Pvt. Ltd.
07.2014 - 06.2015
- Incident Management and rigorous follow-up with global support teams for critical incident resolution.
- Chair Bridge calls for driving effective coordination, incident resolution and service restoration.
- Worked as an Enterprise Support Advisor (ESA) and handled some major enterprise customers
- Coordinate with Problem Management team to create RCAs for Critical and high severity incidents
Associate Support Engineer, GRC team
SAP Labs India Pvt. Ltd.
12.2010 - 06.2014
- Incident Management pertaining to SAP-GRC Access Control and SAP-GRC Process Control
- Support Global customer base with an emphasis on Japanese users.
- Provide application support to GRC customers
- Setup calls with high profile customers to address critical incidents.
Education
Post Graduate Diploma - International Business
Symbiosis College of Distance Learning
01.2011
B.A. -
Kalindi College, University of Delhi
01.2009
Skills
- Business Continuity and Disaster Recovery
- IT Service Delivery Management
- Customer Relationship Management
- Effective Business Communication with internal and external stakeholders
- Quality Assurance
- Knowledge of ITIL Best Practices
Certification
- Indian Passport Holder
- Canadian Permanent Resident
- B1/B2 US Visa Holder
Timeline
Disaster Recovery Team Leader
Syntax
05.2020 - Current
Service Delivery Consultant
Hitachi Consulting
11.2018 - 04.2020
Service Delivery Analyst
IT Convergence
06.2016 - 04.2018
Associate Support Engineer, Customer Interaction Center (CIC) Team
SAP Labs India Pvt. Ltd.
07.2014 - 06.2015
Associate Support Engineer, GRC team
SAP Labs India Pvt. Ltd.
12.2010 - 06.2014
Post Graduate Diploma - International Business
Symbiosis College of Distance Learning
B.A. -
Kalindi College, University of Delhi
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