Hi, I’m
Rajat Gulati
Senior Manager
New Delhi,DL
Summary
Senior Manager leading service operations, service desk management of 31–60 tickets per day with 91%–96% SLA coverage, and escalation handling across Salesforce-heavy environments. Builds ITIL-based processes, SOPs with 2–4 updates per quarter, and monitoring frameworks that improve SLA adherence, resolution speed, and team responsiveness. Partners with cross-functional teams and vendors to strengthen service continuity and customer satisfaction.
Overview
2
Languages
3
Certifications
17
years of professional experience
Work History
SirionLabs
Senior Manager
09.2025 - 04.2026
Job overview
- Led L1 support and operations to ensure seamless service desk functionality and customer satisfaction.
- Drove regular process improvements, enhancing operational efficiency and service delivery outcomes.
- Implemented ITIL best practices to optimize service management processes and increase team performance.
- Collaborated with cross-functional teams to identify and address service challenges effectively.
Empiric Solutions
Strategic Manager
01.2025 - 07.2025
Job overview
- For Agfirst Farm Credit Bank:-
- Spearheaded the setup of a Support Operations Center, aligning infrastructure, teams, and workflows.
- Architected metadata governance processes in Elements Cloud for enhanced auditability and process control.
- Streamlined project areas, improving collaboration and delivery cadence by addressing inefficiencies.
- Established standardized SOPs and escalation matrices to ensure operational consistency and SLA adherence.
- Implemented monitoring frameworks, reducing incident resolution time and increasing team responsiveness.
Google
Senior Systems Production Lead
05.2022 - 12.2023
Job overview
- Optimized business operations by engineering streamlined SOPs and implementing innovative workflow techniques.
- Utilized advanced Salesforce Administration expertise to drive system customization, automate processes, and manage data integrity.
- Led high-impact Salesforce Administration projects, consistently surpassing delivery expectations.
- Proactively identified operational risks and implemented mitigation strategies to ensure service continuity.
- Directed a cross-functional team, fostering a culture of excellence and continuous improvement.
- Collaborated with vendor partners (HCL, Mindtree, Coupa) to ensure synchronized project execution.
- Enhanced customer satisfaction through comprehensive CSAT evaluations and quality control measures.
Hytech Professionals
Project Manager
11.2020 - 05.2022
Job overview
- Directed cross-functional teams to ensure timely execution of projects, exceeding delivery expectations.
- Implemented quality assurance protocols to maintain high-caliber project outputs aligned with client standards.
- Maintained proactive communication with stakeholders to align priorities and expectations.
American Express
Senior Process Manager (Salesforce)
01.2019 - 10.2020
Job overview
- Managed a team of Salesforce admins for first-level support.
- Focused on team management, escalation handling, and reporting to meet SLA and quality standards.
- Worked on ad-hoc Salesforce admin projects, contributing to operational excellence.
Incedo
Senior Salesforce Administrator
09.2017 - 12.2018
Job overview
- Provided Salesforce administration and support to enhance service delivery and operational efficiency.
Corporate Executive Board (CEB)
Salesforce Administrator
09.2014 - 02.2017
Job overview
- Administered Salesforce to improve user experience and operational processes.
Sapient Consulting
Associate Technology L2
03.2011 - 05.2014
Job overview
- Supported technology solutions, ensuring operational efficiency and client satisfaction.
EXL Services
Sr. CCE
10.2009 - 03.2011
Job overview
- Mentored trainers and staff to improve customer engagement and service quality.
Education
College of Science & Engineering, UPTUJhansi
B.Tech / B.E. from Computer Science
01-2008
Skills
Process Optimization
ITIL Best Practices
Service Management
Service Desk
Service Operations
Escalation Management
Business Operations
Stakeholder Engagement
Technical Management
Customer Satisfaction
Helpdesk Management
SLA
Business Continuity
Service management
Service desk
Service operations
Escalation management
Stakeholder engagement
Process improvement
Incident management
SOP development
Service governance
Cross-functional coordination
Certification
ITIL
Timeline
Senior Manager
SirionLabs
09.2025 - 04.2026
Strategic Manager
Empiric Solutions
01.2025 - 07.2025
Senior Systems Production Lead
Google
05.2022 - 12.2023
Project Manager
Hytech Professionals
11.2020 - 05.2022
Senior Process Manager (Salesforce)
American Express
01.2019 - 10.2020
Senior Salesforce Administrator
Incedo
09.2017 - 12.2018
Salesforce Administrator
Corporate Executive Board (CEB)
09.2014 - 02.2017
Associate Technology L2
Sapient Consulting
03.2011 - 05.2014
Sr. CCE
EXL Services
10.2009 - 03.2011
College of Science & Engineering, UPTU
B.Tech / B.E. from Computer Science
B1/B2 US Visa Till 2033
Have B1/B2 US Visa till 2033.