Vikas Gaur

Accomplished professional with over 12 years of extensive experience in ITIL practices and application operations, specializing in gap analysis, applications architecture, and service delivery management. Proven expertise in end-to-end project planning and execution, consistently driving project success across multiple initiatives. Successfully led a team of 11 engineers while managing nine concurrent projects for major clients including Airtel India, Vodafone India, and Axis Bank, significantly enhancing operational efficiency. Proficient in conducting risk assessments and security reviews to ensure robust application and system integrity, contributing to improved alignment with business objectives and outcomes.

Client: Airtel India, MCA (Missed Call Alert): Delivered and managed a large-scale missed call alert system, achieving 99.9% uptime and reducing complaints by 20%., ACM (Advanced Call Management): Enhanced call management capabilities, improving efficiency by 25%., EOCN (End of Call Notification): Provided actionable user insights, boosting engagement by 15%., NIAM (Network Intelligent Application Management): Strengthened user login security with 2FA, improving compliance by 30%., DND (Do Not Disturb): Managed regulatory DND compliance with zero penalty incidents., PCA (Personal Call Assistant): Increased customer engagement by 20% with pre-call announcement solutions.

Client: Robi Bangladesh, MCA (Missed Call Alert): Deployed MCA solution, improving reliability and enhancing CX by 18%.

Client: H3i Indonesia, CLM (Customer Lifecycle Management): Delivered advanced CLM solution, driving 22% revenue growth via personalized interactions.

Client: Mobifone, Vietel & Vinaphone Vietnam, Voice to Text: Delivered accessibility solution, improving satisfaction scores by 25%.

Client: Axis Bank, Maruti Suzuki India, Smartping (VISPL), Enterprise CRM Solutions: Delivered integrated enterprise solutions with CleverTap & ProGate integrations, automating workflows and reducing manual processes by 40%.

Client: IBM India, Subscription Engine: Managed subscription engine for 10M+ users, reducing activation failures by 30% and ensuring seamless service activation.

• Service Delivery - Implementation
• Scheduling and planning maintenance jobs with key focus on spare management and root cause analysis for all equipment / utilities.
• Managing a team of Program cum Platform management and service monitoring of 150+ live servers and dealing with client across India to achieve maximum network uptime and overcoming network issues.
• Interacting/Handling with multiple tasking in coordination with various roots of the company.
• Render on the job training to subordinates; streamline Operation & Maintenance processes and procedures.
• Customer Support – Service Assurance
• Troubleshooting problems, meeting deadlines without compromising quality norms & adhering to SLA.
• Delivery Management & Post Implementation supports.
• Managing delivery of value-added customer service for escalation of client satisfaction levels.
• Organizing training programs for clients on the products and focus on customer retention in terms of service camps.
• Managing and ensuring customer satisfaction and delight.
• Incident management.
• Team Management
• Creating an environment that sustains and encourages high performance; motivate teams in optimizing their contribution levels.
• Identifying training requirements for healthy work effectiveness.
• Mentoring & monitoring the performance of the team to ensure efficiency in operations, meeting of individual, group & Organization targets.
• Conducted & managed weekly, and bi-weekly agile sprints with teams sizes over 10.
• Used Scrum Agile Methodology in my work (Daily Scrum Meeting)
• Technical skill & tools
• JIRA:
• Provide User Management and support for local and remote users, manage system access across groups to ensure compliance, and maintain best practices
• Create and manage security schemes, permission schemes and configurations
• Interface with development groups within organization as the IT liaison for Development Cycles/Software
• Creating & migration of projects in JIRA.
• Ansible:
• Creates and manage playbooks for application deployment, user management, config changes & data collection.
• Jenkins:
• Creates and manage CICD pielies using jenenkins.
• Force Point DLP:
• Experience in configuration management and policy implementation.
• Zabbix:
• Experience in Zabbix configuration & monitoring alerts
• Configuring alertson zabix.