Gaurav Kumar
Kolkata
Summary
Tech Lead at Cognizant Technology Solutions with expertise in IT Service Management and ServiceNow applications. Proven track record in leading cross-functional teams to deliver innovative solutions, ensuring project success through effective communication and problem-solving skills. Adept at managing resources and timelines, driving efficiency and system stability.
Overview
9
9
years of professional experience
Work History
Tech Lead
Cognizant Technology Solutions
07.2023 - Current
- Lead a team of technical professionals in the development and implementation of innovative solutions.
- Collaborate with cross-functional teams to define project requirements and deliverables.
- Serve as a subject matter expert on technology trends, tools, and methodologies.
- Collaborating with the ServiceNow application team to identify and analyze system solutions available through ServiceNow.
- Performing incident acknowledgement, resolution, and reporting, as well as conducting application health checks and resolving scheduled and ad-hoc service requests for various applications.
- Monitoring incidents to ensure compliance with service level agreements (SLAs) and coordinating calls during P1 to P4 incidents with application teams and clients.
- Coordinated shift changes and coverage requests among team members.
- Provided technical assistance for application across multiple platforms, like Dell Boomi, EDI, Power BI, Oracle SaaS, Oracle Jdev, and SQL Management Studio etc.
- Managed user access and permissions within Salesforce platform.
- Resolved technical issues related to integration, customization and implementation of Salesforce applications.
Senior System Engineer
Cognizant Technology Solutions
05.2018 - 07.2023
- Participate in the design, development, and implementation of system enhancements and upgrades.
- Perform system analysis, troubleshooting, and resolution of technical issues.
- Collaborate with project teams to gather requirements and define technical specifications.
- Provide technical support and training to end-users and stakeholders.
- Conduct system performance monitoring and optimization activities.
- Develop and maintain technical documentation, including system configurations and user guides.
- Stay updated with emerging technologies and recommend innovative solutions to enhance system efficiency.
- Performing incident acknowledgement, resolution, and reporting, as well as conducting application health checks and resolving scheduled and ad-hoc service requests for various applications.
- Proactively identifying potential issues and resolving them to maintain system stability, while coordinating with different teams for application-related issues.
Process Associate
Cognizant Technology Solutions
11.2017 - 05.2018
- Performed data entry tasks accurately and efficiently according to established guidelines.
- Conducted quality checks on data entered to ensure accuracy and completeness.
- Collaborated with team members to meet daily production targets and deadlines.
- Resolved data discrepancies and issues promptly to maintain data integrity.
- Communicated with clients or stakeholders to clarify data requirements or resolve queries.
- Maintained organized records of completed tasks and reported progress to supervisors.
- Adhered to company policies and procedures regarding data confidentiality and security.
- Participated in training sessions to enhance data entry skills and knowledge of relevant tools.
- Efficiently categorized newspaper ads into various categories based on business requirements to optimize advertising effectiveness.
- Met strict deadlines by consistently completing assigned work within the agreed-upon service level agreements (SLAs), ensuring timely delivery of services.
- Collaborated with the newspaper advertisement team to systematically categorize newspaper ads based on their respective company names or product names.
Process Associate
Data Core India Pvt. Ltd.
09.2016 - 11.2017
- Processed and analyzed large volumes of data accurately and efficiently.
- Conducted data validation and verification to ensure data accuracy and consistency.
- Assisted in the development and implementation of data processing procedures and workflows.
- Collaborated with team members to troubleshoot data-related issues and implement solutions.
- Generated reports and summaries based on analyzed data for management review.
- Participated in meetings and discussions to provide insights and recommendations on data processing improvements.
- Maintained documentation of data processing procedures and updated as necessary.
- Adhered to data privacy regulations and company policies regarding data handling and protection.
- Collaborated with the newspaper advertisement team to systematically categorize newspaper ads based on their respective company names or product names.
Education
B. Tech - Computer Science & Technology
West Bengal University of Technology
west bengal06-2014
12th - PCM
Jharkhand Academic Council
Jharkhand05-2009
10th -
Central Board of Secondary Education
Munger06-2006
Skills
- IT service management
- ITIL framework expertise
- Incident and problem management
- Change management strategies
- ServiceNow core module implementation
- ServiceNow application administration
- Salesforce administration
- Oracle database management
- SQL database management
- Application support with different tools like Dell Boomi, EDI, Power BI
Hobbies and Interests
- Getting lost in a good book
- Capturing moments
- Feeling the music
- Playing cricket
Personal Information
- Date of Birth: 08/12/91
- Nationality: Indian
Languages
- Hindi
- English
Timeline
Tech Lead
Cognizant Technology Solutions
07.2023 - Current
Senior System Engineer
Cognizant Technology Solutions
05.2018 - 07.2023
Process Associate
Cognizant Technology Solutions
11.2017 - 05.2018
Process Associate
Data Core India Pvt. Ltd.
09.2016 - 11.2017
B. Tech - Computer Science & Technology
West Bengal University of Technology
12th - PCM
Jharkhand Academic Council
10th -
Central Board of Secondary Education