Open To Work
Uday Jaiswal
Gurugram
Summary
Technical Operations Lead with extensive experience in incident management and process optimization at SOTI Inc. Proficient in utilizing Power BI for data-driven decision-making, resulting in enhanced operational efficiency and stakeholder satisfaction. Demonstrated leadership in managing teams and implementing process improvements, consistently achieving high performance metrics. Committed to driving continuous service delivery enhancements and operational excellence.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Operations Lead
SOTI Inc.
Gurugram
01.2024 - Current
- Orchestrated real-time monitoring and strategic shift scheduling to guarantee IT operations efficiency around the clock.
Designed automated reporting tools along with SOPs to maximize productivity levels.
Led weekly operational meetings while handling stakeholder callbacks proficiently.
Provided mentorship to team members while ensuring effective staffing solutions and performance management.
Initiated Chennai tower establishment in 2018, successfully stabilizing 35 resources in under two months.
Defined operational processes, overseeing comprehensive 24/7 resource management including holiday support.
Implemented VCS Cloud Support alongside incident management, service requests, and customer satisfaction surveys.
Delivered technical process training while optimizing workflows to boost support quality.
Team Lead, IT Service Desk
Fujitsu Consulting India Private Limited
Noida
04.2018 - 01.2024
- Managed L1 and L1.5 support teams across Windows, Mac, iOS, and Android platforms.
- Handled escalations, SLA/CSAT metrics, and stakeholder reporting efficiently.
- Conducted hiring, training, and performance reviews for team members.
- Established Chennai tower operations from scratch in 2018 with 35 resource setups.
- Implemented Continual Service Improvement Plans to enhance service delivery.
- Monitored performance through regular meetings and designed training plans.
- Provided coaching and mentoring for staff development and evaluation.
- Managed compliance with regulations and proactively identified staffing needs.
Project Engineer
Wipro Infotech
Gurugram
02.2013 - 04.2018
- Delivered desktop support for network connectivity, OS deployments, and hardware issues.
- Played a pivotal role in establishing a new support team in Chennai.
- Managed incident and service request lifecycle within a 24/7 environment.
- Configured and maintained Wi-Fi, troubleshooting LAN, printer, and user access issues.
- Installed software and performed PC maintenance and upgrades.
- Trained new employees on company software and applications effectively.
- Utilized tools including SCCM, ServiceNow, Intune, and VMware to enhance operations.
Education
Bachelor's Degree - Computer And Information Systems
01.2012
Higher Secondary - Computer Science
01.2009
Senior Secondary - Computer Science
01.2007
Skills
- SCCM
- ServiceNow
- Intune
- AD
- RSA
- Power BI
- ITIL Framework
- SLA/CSAT Management
- Escalation Handling
- Strategic Problem Solving
- Team Leadership
- Stakeholder Communication
- RSA administration
- vSphere Client
- Microsoft 365
- Software deployment
- System monitoring
- Virtualization technologies
- Operational excellence
- Process streamlining
- Service delivery optimization
- Performance metrics
- Continuous improvement
- Incident Management
- Problem management
- Real-time monitoring
- Root cause analysis
- Technical issue resolution
- Communication
- Stakeholder engagement
- Incident management
- Service request management
- Capacity planning
- Team performance management
- SLA management
- User access provisioning
- Process optimization
- Stakeholder communication
- Project management
- Quality assurance
- Problem solving
- Technical training
- Resource management
- Maintenance management
- Operational efficiency
- Strong team building skills
- People management proficiency
- Safety management
- Demand forecasting
- Facility management
- SIOP
- Productivity management
- Risk management
- Employee engagement
- Process analysis
- Task delegation
Certification
Certified ScrumMaster, Scrum Alliance, Inc., 07/05/23, 07/05/25, 1808202, Denver, CO, US
Awards
- Performer of the Month, 06/01/14, WIPRO Ltd.
- Shining Star, 08/01/15, Wipro Infotech
- Bronze Award, 03/01/20, Fujitsu Consulting India Pvt Limited
- Big Thank You Award, 02/01/21, Fujitsu Consulting India Pvt Limited
- Silver Award Winner, 09/01/21, Fujitsu Consulting India Pvt Limited
- Long Service Award, 04/01/23, Fujitsu Consulting India Pvt Limited
- Thank You Award, 12/01/22, Fujitsu Consulting India Pvt Limited
- Performer of the Month - SOTI, 06/01/24, SOTI
Hobbies and Interests
- Fitness
- Sports
- Travelling
- Long Drives
- Cricket
- Volleyball
- Badminton
Disclaimer
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief. I take full responsibility for the accuracy of the particulars mentioned in this resume and affirm that they reflect my qualifications, experience, and capabilities accurately.
Languages
- English
- Hindi
- Punjabi
Personal Information
- Title: Technical Operations Lead
- Date of birth: 02/26/90
- Contact:+(91)-7503418640
- E-mail: udayjaiswal09@gmail.com
- Address: G1-45, South City 2, G-Block, Sector 50
- Indian
- Marital status: Married
Accomplishments
- Performer of the Month (June 2014), Wipro Ltd, for the outstanding performance among the whole team for the month 2014
- Shining Star (Aug 2015), Wipro Infotech, for consistent performance and the highest rating 2015
- Bronze Award (Mar 2020) Fujitsu Consulting India Pvt Limited for performance and client appreciations 2020
- Big thank you award (Feb 2021) Fujitsu Consulting India Pvt Limited for completing the role's assignments and managing customer escalations effectively, 2021
- Silver Award Winner (Sep 2021), Fujitsu Consulting India Pvt Limited, for performance and client appreciations, 2021
- Thank you, award (Dec 2022), Fujitsu Consulting India Pvt Limited, for completing the role's assignments and managing customer escalations effectively 2022
- Long Service Award (Apr 2023) Fujitsu Consulting India Pvt Limited from the Stars Administrator for completing 5 successful years working for Fujitsu with a variety of clients, dedicating myself to all assigned tasks, and executing them in a highly effective and efficient manner 2023
- Performer of the Month – SOTI (June 2024)
Languages
Hindi
First Language
English
Proficient (C2)
C2
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
₹100000/yr - ₹200000/yrTimeline
Technical Operations Lead - SOTI Inc.
01.2024 - Current
Team Lead, IT Service Desk - Fujitsu Consulting India Private Limited
04.2018 - 01.2024
Project Engineer - Wipro Infotech
02.2013 - 04.2018
Maharishi Dayanand University - Bachelor's Degree, Computer And Information Systems
Laxmi Public School - Higher Secondary, Computer Science
Laxmi Public School - Senior Secondary, Computer Science