Uday Jaiswal
Gurugram,HR
Summary
Dynamic Technical Lead at SOTI Inc. with expertise in field inventory management solutions and a proven track record in delivering high-performance applications. Skilled in enterprise integrations and incident management, I excel in collaborating with cross-functional teams to drive operational excellence and enhance service delivery. Recognized for optimizing application support operations and ensuring compliance.
Overview
13
13
years of professional experience
Work History
Technical Lead, Operations
SOTI Inc.
Gurgaon, India
01.2024 - Current
- Senior IT Solution Support Lead with proven expertise in translating complex Field Inventory Management business requirements into scalable, secure and high-performance application solutions across web and mobile platforms.
- Trusted functional Subject Matter Expert for Field Inventory Management processes including surgical case management, kitting, consignments, replenishment, returns, and cycle counts, enabling business-driven and compliant solution design.
- Proven ability to lead end-to-end functional delivery—from requirements discovery and functional design specifications through testing, deployment and production stabilization—while working independently with minimal supervision.
- Strong collaborator with global business process owners, governance teams, developers and IT partners to align solution architecture, data flows and delivery timelines with operational and regulatory needs.
- Demonstrated expertise in integrating enterprise platforms such as Salesforce and SAP with custom applications to support real-time inventory and operational workflows.
- Recognized for resolving complex application issues and driving long-term platform stability through structured incident, change and release management practices.
- Experienced in defining and executing application service roadmaps, ensuring continuous optimization and alignment with evolving business and mission requirements.
- Combines deep technical understanding with business acumen to deliver reliable, maintainable and performance-driven solutions for mission-critical Field Inventory Management operations.
Team Lead, IT Service Desk
Fujitsu Consulting India Pvt. Ltd.
Noida
05.2018 - 01.2024
- Diagnosed and resolved technical issues related to hardware, operating systems, applications, and network connectivity, maintaining high service standards in a 24/7 support environment.
- Executed end-to-end management of incident and service requests, adhering to ITIL standards to consistently meet service level agreements and enhance customer satisfaction.
- Managed comprehensive OS deployment processes, system upgrades, and device management strategies leveraging SCCM and INTUNE.
- Managed user account provisioning and security measures through Active Directory and RSA to ensure secure access control.
- Performed troubleshooting and support for Wi-Fi printers and peripheral devices, enhancing overall network performance.
- Resolved Windows and application-related issues, enhancing operational efficiency. Executed software installations and maintained PCs to ensure optimal performance. Upgraded hardware components, resulting in improved system capabilities.
- Coordinated activities for the setup and operational ramp-up of a new support team in Chennai, ensuring alignment with organizational goals.
- Generated comprehensive operational reports and detailed service insights through effective use of ServiceNow and Power BI tools.
- Managed escalation processes and fostered communication among stakeholders and teams to achieve timely resolution of critical issues.
Project Engineer
Wipro Infotech
Gurgaon, India
04.2013 - 05.2018
- Provided end-to-end desktop and end-user support for hardware, operating systems, applications and network connectivity in a 24/7 support environment.
- Managed the complete incident and service request lifecycle using ITIL best practices, ensuring SLA and CSAT targets were consistently met.
- Supported OS deployments, system upgrades and device management using SCCM and INTUNE.
- Performed user account management, access provisioning and security administration using Active Directory and RSA.
- Installed, configured and maintained Wi-Fi, printers and peripheral devices, and resolved network and connectivity issues.
- Troubleshot Windows and application-related issues, performed software installations, PC maintenance and hardware upgrades.
- Contributed to the setup and operational ramp-up of a new support team in Chennai.
- Delivered operational reporting and service insights using ServiceNow and Power BI.
- Actively supported escalation handling, stakeholder communication and cross-team coordination to ensure timely issue resolution.
Education
Bachelor of Computer Applications - Computer And Information Systems
Maharishi Dayanand University
Gurgaon, India10-2012
HSC - Computer Information Systems
Laxmi Public School
Varanasi, India03-2009
SSC - Computer And Information Systems
Laxmi Public School
Varanasi, India03-2007
Skills
- Field inventory management solutions
- Business requirements gathering
- Functional design specifications
- Med-tech application support
- Custom web and mobile solutions
- Application architecture and data flow
- Enterprise integrations (Salesforce, SAP)
- Incident, change, and release management
- Application support operations (PaaS/SaaS)
- Root cause analysis and issue resolution
- Agile and waterfall methodologies
- IT service delivery and collaboration
- Service roadmap planning and improvement
- Solution testing and UAT support
Accomplishments
- Led end-to-end functional delivery for Field Inventory Management application enhancements by translating complex business requirements into system and functional specifications, improving process alignment across surgical case management, replenishment and inventory workflows.
- Acted as functional SME for inventory and operations applications, enabling faster decision-making and higher solution quality through close collaboration with business process owners, developers and IT partners.
- Improved application stability and service reliability by driving structured incident analysis, root cause investigations and preventive actions, significantly reducing recurring production issues.
- Enabled seamless day-to-day operations for business users by managing vendor-supported platforms and coordinating with SaaS and PaaS partners to resolve complex application and integration issues.
- Strengthened solution delivery timelines by aligning functional design and implementation plans with global stakeholders, governance teams and IT business partners.
- Supported enterprise integrations between business applications and platforms such as Salesforce and SAP, ensuring reliable data flow and operational continuity.
- Delivered continuous improvement initiatives by identifying automation and process optimization opportunities across application support and operational workflows.
- Defined and maintained functional documentation and solution artefacts, improving knowledge transfer, audit readiness and release quality.
- Contributed to higher service satisfaction by stabilizing application support operations and improving responsiveness through optimized support processes and prioritization models.
- Supported production releases and break-fix deployments through effective change and release management, ensuring minimal business disruption and faster recovery times.
Languages
English
Upper intermediate (B2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Elementary (A2)
Timeline
Technical Lead, Operations
SOTI Inc.
01.2024 - Current
Team Lead, IT Service Desk
Fujitsu Consulting India Pvt. Ltd.
05.2018 - 01.2024
Project Engineer
Wipro Infotech
04.2013 - 05.2018
Bachelor of Computer Applications - Computer And Information Systems
Maharishi Dayanand University
HSC - Computer Information Systems
Laxmi Public School
SSC - Computer And Information Systems
Laxmi Public School
Achievement and Awards
- Performer of the Month – Wipro Ltd. (Jun 2014): Recognized for outstanding performance across the entire team.
- Shining Star – Wipro Infotech (Aug 2015): Awarded for consistent high performance and achieving the highest performance rating.
- Bronze Award – Fujitsu Consulting India Pvt. Ltd. (Mar 2020): Recognized for strong performance and client appreciation.
- Big Thank You Award – Fujitsu Consulting India Pvt. Ltd. (Feb 2021): Awarded for successfully completing role assignments and effectively managing customer escalations.
- Silver Award – Fujitsu Consulting India Pvt. Ltd. (Sep 2021): Recognized for high performance and client appreciation.
- Thank You Award – Fujitsu Consulting India Pvt. Ltd. (Dec 2022): Awarded for consistently delivering role assignments and managing customer escalations effectively.
- Long Service Award – Fujitsu Consulting India Pvt. Ltd. (Apr 2023): Recognized for completing five successful years and delivering high-quality outcomes across multiple client engagements.
- Performer of the Month – SOTI (Jun 2024): Recognized for exceptional performance and contribution to operational excellence.
- MVP Award Nominee – SOTI (FY 2025): Nominated for delivering high-impact operational support across APAC, demonstrating data-driven execution, leadership in complex situations, and strong collaboration recognized by the global technical support team.