Chandni Sharma

• Total team of 50+ employees.
• Numbers of users customers: around 5000, through 5 languages.
• Support 20 different Operating Companies and 2 CRH HQ's
• Responsible for onsite support of around 280 employees in the Amsterdam office
• Processes: Incident, Major Incident, Request, Knowledge, Cyber Security, Service Delivery, Continues Service Improvement, Catalogue, Problem and Change management for all I&O Services used throughout CRH Europe
• Towers: Infrastructure Services: Data Centre & Cloud, End-user Application support, Network support
• Owning the operational service management processes for Infrastructure & Operations.
• Manage, develop and accountable for the team of CRH Europe IT on-site and off-site.
• Defining and overseeing the strategic roadmap of potential support within other CRH Businesses in Europe in line with the Europe Infrastructure & Operations Strategy and define innovative process & project improvement initiatives throughout function.
• Ensuring the teams are performing in line with the agreed support targets and continuously improves the end user satisfaction with regards to support of end users.
• Identifying potential service improvement opportunities and driving their implementation to ensure required service levels are met for the Infrastructure & Operations services, by aligning with the different Infrastructure & Operations Service towers.
• Engaging with the business customer to review service performance and identify possible improvement areas to ensure a high business satisfaction of the services in scope.
• Communication with the CRH Operating Companies and IT leadership teams on relevant IT Infrastructure and Operations Service updates or escalations if required.
• Ensuring service performance is closely monitored and communicated to the business with the strong governance setup within the org.
• Ensuring On site IT support for the CRH Group Amsterdam office users are handled properly and at a high satisfaction of the end users.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Developed and maintained courteous and effective working relationships.
• Organized and detail-oriented with a strong work ethic.

Multiple roles while in Liberty Global:-

- LG Manager - Major Incident Management Team (Aug 2019 – Apr 2020)

- VodafoneZiggo: Senior Major Incident Manager (Nov 2018 – Jul 2019)

- Liberty Global: Major Incident Manager - IT, NW and Telco (Jul 2016 – Nov 2018)

• Accountable for the delivery of +50 FTEs offshore & onshore. Responsible for both commercial and operational performance of +80 suppliers, with contracts of +€70M. Review contracts of partners such as VFZ, Microsoft, Palo Alto etc.
• Accountable for and process owner of all ITIL processes, IM, PM, CM, CFGM and Operations Readiness Management.
• Sponsor and budget owner for Ops projects, owner/coordinator of an investment budget of +€3.5M CAPEX and +€0.75M OPEX annually.
• Service Availability improved - Aug 2019 - Feb 2020. 2020 service availability targets were met or exceeded for Entertainment, Network, including Pan European Backbone, Voice IMS, B2B, and IT. Successfully on boarded and operationalized three new teams: Major Incident Management, Operations Readiness Management and Vendor Management.
• Significant savings through efficiencies and synergies resulting from better control of contingent workforce and project resources. All the significant details as follows:-
• IT: MTTR +5% & MTTF +4%.
• Network: MTTR+3% & MTTF +2%.
• +99% accurate identification and diagnosis of snowball incidents; +25% prevented from escalating to next priority / 0 tickets escalated by 2 priority levels; +10% of tickets downgraded in line with process.
• P1 time to initial coms reduced to 9 minutes (+40%) from initial engagement. 100% KPI achievement for 1st coms and regular coms (< 60 min)
• Change Success Rate + 97% / Incidents induced by changes – 2%.
• +95% SLA adherence (Problem Management) for RCA and permanent solution
• +3000 new CIs added (Configuration Management), + 1500 corrected/updated
• Operational criteria identified and addressed, with successful Go Live for +10 Programs/Projects through Ops Readiness, without significant impact.
• Monitoring optimization – Delivered alarm optimization (Spectrum, Dynatrace, NAGIOS, etc).
• Service Management tool enrichment providing AI/ML functionality and real-time dashboard for insights into SLA fulfilment and KPI performance. Service Management tool adapted to MS requirements, added new functionality and automation.
• Experience working with enterprise customers, systems integrators, and third-party developers to deliver successful solutions.
• Experience in leading IT migration, IT implementations, IT support, deployments, and/or business development activities.
• Experience leading global and/or distributed teams, with a focus on coaching, mentoring, and professionally developing team members.
• Ability to work under pressure in an evolving and ambiguous environment.
• Experienced to work in a cross-functional and geographically dispersed team such as US, UK, Europe, India & China.
• Managed communications during major technology outages, natural disasters, virus outbreaks, frame cloud outages and network device outages.
• Conducted performance reviews each quarter, offering praise and recommendations for improvement.
• Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
• Built relationships with customers and managed accounts to drive revenue and profit.

• Provided professional services and support in a dynamic work environment.
• Assisted with day-to-day operations using ITIL Strategy and ITIL Operations best practices.
• Build and maintained IT Catalogue of COLT
• Advised customized solution by working closely with senior leadership, solution architect and delivery teams.
• Excellent communication skills, both verbal and written.
• Gained strong leadership skills by managing projects from start to finish.
• Resolved problems, improved operations and provided exceptional service.
• Proved successful working within tight deadlines and a fast-paced environment.

• Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
• Collaborated with upper management to drive strategy and implement new processes.
• Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
• Developed diagrams to describe and lay out logical operational steps.
• Communicated and explained business requirements to team members to understand and implement functional demands.
• Worked effectively in fast-paced environments.

• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
• Maximized use of hardware and software by training users and interpreting instructions.
• Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve the issues.
• Prepared references for users by writing clear operating instructions.
• Offered assistance in implementing and developing training programs.
• Patched software and installed new versions to eliminate security problems and protect data.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Evaluated system potential by testing compatibility of new programs with existing programs.
• Responded to customer inquiries and provided technical assistance over phone and in person.