Summary
Overview
Work History
Education
Skills
Timeline
Generic
GAURAV PANDEY

GAURAV PANDEY

Greater Noida

Summary

To work in a globally competitive environment on challenging assignments that shall yield the twin benefits of job satisfaction and a steady paced professional growth.

Overview

8
8
years of professional experience

Work History

IT Operation Manager

Team Computers
Gurgaon
08.2024 - Current
  • Managed a IT projects annually, with budgets ranging up to 2 CR, completing all on time and under budget.
  • Developed and monitored project KPIs to track progress, resulting in an increase in project delivery efficiency by 15%.
  • Collaborated with cross-functional teams to gain productivity (tool team, vendors) for resolution.
  • Presently, we have 40 employees reporting to me in 5 domains: Service Desk, Network, Server, Asset, and DSS.
  • Ownership of MBR & QBR with customer satisfaction
  • Authored technical documentation and user manuals in the form of KB articles and SOPs.

Infrastructure Expert

Sopra Steria
Noida
11.2023 - 08.2024
  • Manage the Team of ServiceDesk and Monitoring area which would be Handling calls, Emails, Chats, incidents, Monitoring alerts, Event on the ticketing & monitoring tool.
  • Help the team to Log details of all incidents. Alerts/events and problems utilizing standard reporting methods.
  • Help the team to Provide first-line fixes, utilize relevant procedures, or escalate problems.
  • Maintain procedures compliant with ITIL, the company’s quality management system.
  • Establishing and maintaining customer service standards for the service desk team and monitoring performance to ensure that these standards are met.
  • Providing training to new employees regarding company policies and procedures and technical skills needed for their position.
  • Managing the workload of the service desk team to ensure that all tickets are resolved within the specified time frame.
  • Creating or updating service desk policies and procedures to ensure efficient operation of the team.
  • Contribute to improving customer support by actively responding to queries and handling complaints.
  • Follow up with customers to identify areas of improvement.
  • Strong Knowledge of Computer, IT infrastructure, Printers, MS-office products, networks, servers Monitoring tools like Tivoli, etc. along with their components.
  • Escalate tickets to L2 and L3 as appropriate and follow up for the resolution.
  • Handling checks and reports which should be sent to the client timely.
  • Create and update SOP and Service-related documents.
  • Responsible for identifying potential problems and/or trends of repetitive Incidents.

Site In-charge

HCL Technologies
Noida
02.2022 - 11.2023
  • Managing IT Operations of MetLife Global Operations Support Centre, Noida along with DR site at Jaipur, whereby responsible for 3000+ user base.
  • Responsible for maintaining available count of resources as per SOW and close open positions within desired timelines in coordination with HR Team.
  • To identify training needs & ensure that training courses are carried out to meet the quality service requirements of the account.
  • To evaluate team performance periodically. Keeping updated stack ranking report of entire team and ensuring arrangement of reward and recognition on monthly/ quarterly basis.
  • Handling Weekly Ops Review meeting with client.
  • Conduct weekly review meeting with the team and identify gaps to take corrective action.
  • Maintain SLA doc for all the activities performed by the team, collect performance data, analyze and publish.
  • Client: Metlife, Noida
  • Position Held: Senior Analyst (21 Feb 2022 to Nov 2023)

SLA & Compliance Lead

Vayam info solutions (WIPRO)
Noida
05.2017 - 02.2022
  • Managing Pan-India IT Service Desk Support for Airtel Users.
  • Managing the entire Service Desk team (70 employees) who are working 24
  • 7 and providing IT support via Call, Email & Remote Supports.
  • Ensuring that service delivery takes place based as per Service Level Agreement.
  • Responsible for preparing process documents for all the major documents, new process implementation & KEDB.
  • Keeping track of critical or major incidents and sharing RCA with customers.
  • Conduct weekly review meeting with team and identify gaps to take corrective action.
  • Maintain SLA doc for all the activities performed by the team, collect performance data, analyze and publish.
  • Handling Weekly Ops Review meeting with client.
  • To evaluate team performance periodically. Keeping updated stack ranking report of entire team and ensuring arrangement of reward and recognition on monthly/quarterly basis.
  • Involved in project related with Automation of ticket flow towards Helpdesk.
  • Ensuring Wipro is maintaining all the defined SLA’s & compliance as per the requirement.
  • Regular internal Audits of Tickets for Remote & EUS Engineers and accordingly share the compliances with the team.
  • Client: Bharti Airtel, Noida
  • Position Held: SLA & Compliance (June 2019– Feb 2022)

Education

B.Tech -

Shri Ram Swaroop Memorial University
01.2017

12TH -

Red Rose Senior Secondary School
01.2011

10TH -

BBL Public School
01.2009

Skills

  • IT Operations
  • Incident Management
  • End User Support Management
  • Vendor Management
  • Asset Management
  • SLA & Compliance Management
  • Change Management
  • MS Office: MS Excel, MS Word, MS Power Point
  • Messaging: MS-Exchange 2007/2010, MS Lync
  • ITIL Tools/Process: BMC Remedy Tool, Service Now, HPSM,Symphony summit Tool
  • Operating Systems: Windows 2010/2011

Timeline

IT Operation Manager

Team Computers
08.2024 - Current

Infrastructure Expert

Sopra Steria
11.2023 - 08.2024

Site In-charge

HCL Technologies
02.2022 - 11.2023

SLA & Compliance Lead

Vayam info solutions (WIPRO)
05.2017 - 02.2022

B.Tech -

Shri Ram Swaroop Memorial University

12TH -

Red Rose Senior Secondary School

10TH -

BBL Public School

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