SHIVAM GUPTA
Account Manager
Gurgaon
Summary
Detail-oriented operations and data professional with over 10 years of experience in high-pressure, operationally critical environments across telecom and business services. Proven track record in log analysis, system event investigation, root cause identification, incident escalation, and continuous performance monitoring. Experienced in working within structured, process-driven command center-style operations with strict SLA and compliance adherence. Skilled in querying and analyzing large datasets to surface anomalies, operational risks, and trends capabilities directly transferable to security event investigation and SOC workflows. Holds foundational knowledge in networking and is actively building expertise in cybersecurity frameworks, SIEM platforms, and incident response methodologies to transition into a Security Operations Center role.
Overview
13
13
years of professional experience
Work History
SQL & Tableau Developer
Serves Solution Services
Gurugram, India
08.2022 - 05.2026
- Built and maintained live Tableau dashboards to continuously monitor team performance metrics, SLA compliance ratios, and operational health indicators in near real-time, providing visibility equivalent to a security monitoring environment.
- Designed and maintained complex SQL queries to extract, investigate, and manage operational database records across a 16-member enterprise operations branch — mirroring the log querying and data investigation skills central to SOC analysis.
- Executed large-scale data querying and analysis in Google BigQuery, enhancing proficiency with cloud-based data platforms and high-volume log-like datasets.
- Analyzed daily, weekly, and monthly operational reports to identify anomalies, workflow bottlenecks, and risk indicators, supporting swift escalation and remediation decisions.
- Ensured data integrity and hygiene for CRM records, meeting quality and compliance standards aligned with operational security policies.
- Acted as technical liaison between operations teams and client stakeholders, delivering clear incident reports and system recommendations aligned with SOC documentation and escalation responsibilities.
- Client: BT Global Business Solutions Pvt. Ltd.
Data & Process Associate
Concentrix India Pvt. Ltd.
Gurugram, India
07.2017 - 08.2022
- Analyzed customer transaction database trends to pinpoint irregular patterns, implementing a structured approach to identify anomalies within large datasets.
- Maintained and audited systemic records for large customer account databases, ensuring accurate tracking of billing updates, transaction histories, and service changes in compliance with data governance policies.
- Operated within tightly regulated environment, ensuring compliance with data entry standards, quality assurance protocols, and information security policies.
Process Associate
FIS Business Solutions Pvt. Ltd.
Gurugram, India
12.2015 - 04.2017
- Queried and reviewed system data logs to investigate software incidents, identified root causes of operational failures, and tracked them to resolution, ensuring effective incident management aligned with L2 SOC triage.
- Identified and documented backend database errors and system anomalies, escalated issues to appropriate technical teams, and maintained clear incident records and resolution timelines to support operational stability.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Technical Support Associate
Micro Technoid Pvt. Ltd.
Delhi, India
01.2013 - 01.2015
- Delivered technical support for hardware, software, and local telephony network configurations, focusing on DNS, DHCP, and LAN troubleshooting.
- Monitored system performance logs to identify and prevent technical failures, executing preventive maintenance routines to enhance system reliability.
- Resolved technical issues for diverse client inquiries, enhancing customer satisfaction and retention.
- Provided training to new team members on support protocols and troubleshooting techniques.
- Maintained documentation of support interactions to improve future response accuracy and efficiency.
Education
B.Tech - Electronics & Communication Engineering (ECE)
Uttar Pradesh Technical University
LucknowC & C++ Programming Certification -
APTECH Institute
Uttar PradeshSkills
- Data & Log Analysis: Complex SQL Querying, Database Investigation, Log Review, Anomaly Detection, Root Cause Analysis, Query Optimization
- Monitoring & Reporting: Tableau Dashboard Development, KPI Tracking, SLA Compliance Monitoring, Operational Metrics Dashboards, Reporting Automation
- Cloud & BI Platforms: Google BigQuery, Tableau, Advanced Microsoft Excel
- Networking Fundamentals: Basic Network Configuration, LAN/Telephony Troubleshooting, DNS/DHCP Awareness, Network Performance Monitoring
- Operational Tools: CRM Systems, Ticketing & Incident Tracking Platforms, Escalation Workflows
- Programming: C, C
- Frameworks & Compliance: SLA Governance, Operational Quality Standards, Data Security Policies
- Currently Developing: SIEM Concepts (Microsoft Sentinel, Wazuh), Incident Response Frameworks (NIST, SANS), EDR Fundamentals, Windows Server & Active Directory
Timeline
SQL & Tableau Developer
Serves Solution Services
08.2022 - 05.2026
Data & Process Associate
Concentrix India Pvt. Ltd.
07.2017 - 08.2022
Process Associate
FIS Business Solutions Pvt. Ltd.
12.2015 - 04.2017
Technical Support Associate
Micro Technoid Pvt. Ltd.
01.2013 - 01.2015
B.Tech - Electronics & Communication Engineering (ECE)
Uttar Pradesh Technical University
C & C++ Programming Certification -
APTECH Institute
Technical Coursework
Structured training in SQL Database Queries, Tableau Visualizations, and Networking Fundamentals