Gyanendra Singh Visen

• Manage more than 9 Oracle Cloud support projects of UK/Europe region.
• Managing Quarterly PaaS and SaaS Upgrade activity along with complete environment management.
• Managing a team of more than 25 members.
• Managing Team of across Subject Area like Finance, SCM, HCM, DBA etc.
• Managed more than 5 client meeting per day along with coaching and mentoring more than 40 consultants.
• Steering WSR/MSR/QSR with Client management.
• Managing internal Team activity as well.
• Working with Client to improve CSAT and user experience.
• Involved in service improvement plan activity and achieved measurable results as well.
• Managing SLA's for support tickets, taking appropriate steps as and when required
• Involved in Project transition from Hypercare to Support and between Support as well.
• Working with Oracle for Oracle SR's and other Quarterly activities.
• Involved in Resource forecasting.
• Managing Milestones, Billing and Invoicing for Support Project.
• Managing all value added services to client like KT sessions, SR analysis, additional help on Licensing etc.
• Providing input to Track Leads regarding consultants and wherever required coaching them as well.

• Delivered exceptional level of service to Opco Head, Business Function Head, Client Manager by listening to concerns and answering questions.
• Leading a team of 22 members including DBA/Technical/Functional
• There are few first time task in Airtel Africa Operations history to highlight which has been completed accurately and successfully like Audit, Server Management, DR Drill, HA Testing and CPU Patching.
• Handling team of more than 20 members.
• Prepared a variety of different written communications, reports and documents to ensure smooth operations.
• Developed team communications and information for meetings.
• Used coordination and planning skills to achieve results according to schedule.
• Exceeded goals through effective task prioritization and great work ethic.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved problems, improved operations and provided exceptional service.
• Led projects and analyzed data to identify opportunities for improvement.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Worked flexible hours; night, weekend, and holiday shifts.
• Carried out day-to-day duties accurately and efficiently.

• Closely collaborated with Opco heads and business function heads at Africa Airtel head office to identify and quickly address problems.
• Coordinating with Offshore Project Manger, Onsite Client Manager and offshore Team of 25 members
• Onsite Team size was of 6 members Reporting to Onsite Delivery Head
• Worked with Onsite Client Manager for timely resolution of Operations ERP issues and worked on streamlining the offshore team for effective resolution.
• Worked hand-in-hand with Onsite Client business SPOCS to resolve their critical issues and backlogs as well.
• By continuous follow-up and guiding the offshore team, bring down the Aging ticket count by 40%.

• Managed Oracle ERP Team consisting of Finance/SCM Functional, Technical and DBA Team as one of the Application among other Application for Telenor India Account.
• Lead a team of more than 10 members.
• Increased customer satisfaction by resolving day to day production support issues in timely manner.
• Improved operations through consistent hard work and dedication.
• Involved in daily Stand-up meeting, Weekly Client Review Meeting to get best result out of ongoing tasks, any hurdle which could delay the result and input from Client/Senior Management for further improvement.
• Involved in resolution of critical Production issues along with team members
• Successful closure of Month-end, Compliance and Audit was a key area
• Closely involved in GST implementation for any support required by Implementation team
• Closely involved in Telenor transition to Airtel and lead from front in making and executing the plan

• Worked as Technical Lead, ERP in Telenor Account
• Worked on Day-to-Day Production support issues along with guiding Junior team members
• Worked on Financial/SCM/HRMS Modules as part of Oracle ERP Production Support
• Investigated and addressed system issues to enhance usability and improve functionality.
• Led Ops teams during continuous integration / continuous delivery (CI/CD) processes.
• Mentored junior team members, providing educational expertise on technical concepts of Oracle ERP
• Used consultative approach to understand and meet customer needs.
• Maintained routine communication with clients to assess overall satisfaction and resolve complaints.
• Proactively managed client correspondence and recorded tracking and communications.

• Worked as Technical Lead, ERP in Religare Account
• Worked on ERP Implementation
• Worked on Financial/HRMS Modules as part of Oracle ERP implementation
• Mentored junior team members, providing educational expertise on technical concepts of Oracle ERP
• Used consultative approach to understand and meet customer needs
• Maintained routine communication with clients to assess overall satisfaction and resolve complaints
• Proactively managed client correspondence and recorded tracking and communications
• Worked on Multiple Reports/Interface/Conversion as part of data conversion and interface development
  

• Worked as Technical Lead, ERP in Marsh McLennan Account
• Worked on Day-to-Day Production support issues along with guiding Junior team members
• Worked on Financial/SCM/HRMS Modules as part of Oracle ERP Production Support
• Investigated and addressed system issues to enhance usability and improve functionality
• Led Ops teams during continuous integration / continuous delivery (CI/CD) processes
• Mentored junior team members, providing educational expertise on technical concepts of Oracle ERP
• Used consultative approach to understand and meet customer needs
• Proactively managed client correspondence and recorded tracking and communications.

Worked as Senior Software Engineer, ERP Technical in Marsh McLennan Account Inhouse Support Team
Worked on Day-to-Day Production support issues along with guiding Junior team members
Worked on Financial/SCM/HRMS Modules as part of Oracle ERP Production Support
Investigated and addressed system issues to enhance usability and improve functionality
Mentored junior team members, providing educational expertise on technical concepts of Oracle ERP
Used consultative approach to understand and meet customer needs
Proactively managed client correspondence and recorded tracking and communications.

• Worked as Software Engineer, ERP Technical in multiple Projects.
• Worked on all type of Projects like System Integration, Implementation and Production Support
• Worked for many clients like DPI Inc., Toyota, McDonalds, Tamdeen, Fujitsu America etc.
• Worked on Technical skills like SQL, Pl/SQL, Oracle Forms, Oracle Reports, Discoverer Reports, XML Publisher Reports, API's , Interface, Conversion and consisting functional area like Core HRMS, TCA Architectures, GL. AP. AR, iExpense, PO, INV, SO etc.
• Worked on Day-to-Day Production support issues
• Investigated and addressed system issues to enhance usability and improve functionality
• Worked on Financial/SCM/HRMS Modules as part of Oracle ERP Production Support
• Mentored junior team members, providing educational expertise on technical concepts of Oracle ERP
  

• Got training in ERP Application Technical stream along with working experience on implementation/support projects.
• Worked on Reports/Interface/Conversion covering functional area GL and Core HRMS.
• Worked on to write SQL. PL/SQL Function, Procedures and Packages.
• Involved in FND activities like Registering Concurrent Program etc.

• Worked in IT department of Reliance Energy Ltd.
• Day-to-day activity involved preparing Reports, writing SQL Queries
• As SAP System end user
• Getting System Reports by writing SQL Queries