Gandharv Gupta

• Primary point of contact for key clients, building and maintaining strong relationships.
• Understand client needs, expectations, and objectives to align service delivery accordingly.
• Identifying gaps in incident, Service Request, Change, problem etc and addressing/ rectifying using ITIL methodologies.
• Driving Process Refinement, Service Improvements utilizing ITIL best practices and techniques.
• Creating/Auditing existing/ new workflows and catalogue in ITSM tool as per business requirement.
• Develop and maintain project plans, timelines, and resource allocation/readiness.
• Define and monitor key performance indicators (KPIs) for service delivery for projects.
• Conducting Weekly/Monthly (MBR's) business review's and QBR’s interfacing with the client to provide update on all the Operational services and service improvement initiatives and roadmap for next quarter.
• Setup/Oversee Network Operations Center focusing on Monitor Network Health, Capacity Planning & Network Optimization, Disaster Recovery & Business Continuity. Utilizing tools such as SolarWinds, OPManager, Wireshark, Netflow Analyzer etc.
• To ensure delivery of key client Metrics (SLAs and KPIs) like CSAT, FCR, Average speed of answer (ASA), abandonment rate, Hop count, Time to resolve/respond on Calls, Tickets and Emails, including procedures, working instructions, quality metrics, etc.
• Manage Security Operations Center leveraging SIEM platform. Also, conducting Security Monitoring, Threat Intelligence Management, Vulnerability Management and Risk Assessment. Utilizing tools such as, Tenable Nessus, Qualys, Forcepoint DLP, Microsoft Defender for Endpoint, CrowdStrike, Splunk.
• Overseeing Cyber Security Operations and conducting Risk Assessment and Management, Security Monitoring and Threat Detection, Security Awareness and Training, Vendor Management and Third-Party Risk.
• Driving Network Operations Center, Security Operations Center, Cyber Security, Infra, Network, Security, Service desk, Asset and Operations team to deliver and meet expectation and deadlines for 20 branch sites and head quarters.
• Lead and drive a team of 180+ FTE’s/ FTC’s service delivery professionals.

Projects:-

· Oracle On-prem to Cloud Infrastructure Migration (OCI):- Jan 2024 – June 2024 ( Emirates Transport- Dubai UAE)

· Cloud to On-prem Infrastructure Migration (Green Field):- July 2024 – Oct 2024 (Bayanat.ai- Abu Dhabi)

• Handling global regions ensuring end to end process of complex deliveries within account by applying Industry best standards and service transitions governance.
• Managing a diverse team of 50 FTEs delivering services across the globe, ensuring appropriate level of support and services are provided to the customers.
• Help Client to kickstart, scale and stabilize the environments using best and customized solution that fits client's needs.
• Manage risk tracking process throughout the project lifecycle.
• Ensure that all projects are delivered on-time, within scope and within budget.
• Develop project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Measure project performance using appropriate systems, tools and techniques.
• To ensure delivery of key client Metrics (SLAs and KPIs) like CSAT, FCR, Average speed of answer (ASA), abandonment rate, Hop count, Time to resolve/respond on Calls, Tickets and Emails, including procedures, working instructions, quality metrics, etc.
• Scheduling Bi-Weekly/Monthly Service Review meetings interfacing with the client to provide update on all the Operational services and service improvement initiatives.
• Execution of all the Service Improvement Plans working along with the Service Level Managers in planning and identifying the improvements in the account.

Projects:-

· Cisco Contact center Solution Migration from SMB to Enterprise:- March 2023- Nov 2023.

• Establish and ensure highly collaborative relationships with support teams and customers/partners.
• Collaborate with Account teams, CS, Partners to improve customer adoption, address product concerns, and drive incremental growth.
• Collaborating with Sales and Engineering to address product issues and identify workarounds & solutions.
• Be responsible for evangelizing the end-to-end CX (Customer Experience) offer strategy and roadmap to sales specialists, delivery teams, and customers.
• Assume the role of escalation manager when needed and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility.
• Build value-based relationships with customers, leading to referral and renewal.
• Responsible for incident, escalation, problem and change management throughout the life cycle support of the contract.
• Technical consultation for any operational safeguards against known issues and changes that may affect operations and availability of the Application Software.

Projects:-

· Premium Client Technical Assistance Center Setup:- March 2014 – March 20.

· Developed Marketplace Platform for VOIP/Network Solutions:- Aug 2016- March 2017.

• · Responsible for managing dispatches and ensuring proper part selection and delivery within the SLA.
• · Providing technical support to inbound agents and outbound agents. Conducting training sessions for agents on regular basis to up skill them in their technical and process knowledge.
• · Working with L3 team on products which has unresolved, quality defects and Capture issues,
• · in collaboration with 3rd party vendors to make changes in design and technology with minimum cost effect.
• · Testing new internal process tools and find root cause if any and creating logs, reports and sending them for re-designing.

• · Providing Technical support for Microsoft Solutions such as, Active Directory Windows OS xp,vista and 3rd party application’s and software’s to for B2B clients.
• · Handling Technical support queries about DELL laptop, desktops and printers from US customer’s over the phone.

• Outbound calls for selling Citibank credit cards and loans, handling the escalations for high priority issues.
• Meeting and exceeding desired targets consistently, was Ranked No 1 in Quality scores for 3 months, Sold loans up to the value of 2CR in 1 month.