Gaurav Sharma
Noida
Summary
Steering SAVIC Inc.'s service operations, my focus on ITIL Service Operations and client onboarding has been instrumental in maintaining superior service delivery and customer satisfaction. Our team's dedication, under my leadership, has consistently led to meeting and surpassing service level agreements, ensuring exceptional after-sales support.
My tenure at MRCC fortified my expertise in support management and handling global client escalations. Collaborating with diverse teams, we've successfully managed complex service challenges and facilitated seamless project transitions. This experience has honed my ability to proactively identify and capitalize on growth opportunities, cementing my commitment to operational excellence. Goal-driven Service Manager offering over 14+ years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Implementation and Service Manager
SAVIC Inc.
Noida
11.2023 - Current
- Overseeing the service operations of a company to ensure quality customer support and after-sales services
- Tracking and monitoring service metrics, such as response time, resolution rate and customer feedback, to identify areas of improvement
- Ensuring to meeting the SLA and customer satisfaction with the exceptional services
- Manage project expectations through regular meetings, project status reports and maintaining great relationships
- Proactively identify and deliver growth opportunities within assigned accounts
- Lead and manage the implementation of new business end-to-end after verbal award, maintaining communication throughout the project to meet customer expectations
- Sign off on and test Standard Operating Procedures (SOPs) through a partnership with client spoc
- Collaborate with customer and operations leadership to ensure all processes are adhered to throughout the implementation process.
Support Manager
MRCC
India
09.2015 - 11.2023
- Planning and coordinating post-implementation and maintenance support; leading team members, allocating resources and guiding them till final delivery
- Work closely to delivery teams for new project transition to support
- Acting as the lead point of contact in managing escalations from clients and internal users globally
- Liable for cloud server instance management (usage, monitoring, reporting, and billing)
- Following escalations and change control processes, monitoring progress, conducting systems analysis sessions and tracing risks & mitigating the same
- Administering project operations with key focus on defining Service Level Agreements (SLA's) and defining service catalogue, SLAs & OLAs and control processes
- Managing end-to-end root cause analysis and driving operational changes
- Preparing & presenting various daily/weekly/monthly MIS reports and accessing the effectiveness of change management approach
- Streamlining processes in compliance with business functions to support global IT delivery standards, spearheading corrective action plans w.r.t
- Incidents, problem and escalation activities
- Perform tasks with best of class customer service and highest level of servitude to practices
- Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies.
Subject Matter Expert
Tech Mahindra
Noida
12.2010 - 09.2015
- Developed business cases, presentations, and reports for senior management
- Facilitated on-boarding of new joiners on the project and training sessions for process and quality improvement
- Hosted the bridge call for port migration and any outage
- Investigate or replicate issues and send to customer with solution
- Fluent in Windows, Mac, and Linux operating system with troubleshooting ability
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Education
BSC IT - Computer Science
KUVEMPU UNIVERSITY
01.2011
Skills
- Service Delivery Management
- Service Improvement
- Customer Experience
- Conflict Resolution
- Employee Training and Development
- Work Planning and Prioritization
- Customer Service Management
- Customer satisfaction measurement
- Problem-Solving
- Continuous Improvement
- MS Office
- Project Management
- KPI Monitoring
- Coaching and Mentoring
- Process Optimization
Certification
- ITIL 4 Certified
- Scrum Fundamentals Certified (SFC)
- Applying ITIL 4 Foundation Concepts
Currentlocation
Noida, Uttar Pradesh
Currentcompany
SAVIC Inc.
Personal Information
Title: Implementation and Service Manager
Accomplishments
- Best Manager award
- Pat on the back
- Best Team Award
Timeline
Implementation and Service Manager
SAVIC Inc.
11.2023 - Current
Support Manager
MRCC
09.2015 - 11.2023
Subject Matter Expert
Tech Mahindra
12.2010 - 09.2015
BSC IT - Computer Science
KUVEMPU UNIVERSITY
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