Varun Gupta

Experience

• 

  TeleTech

  Sept 2007 - Feb 2008

  Customer Service Associate

  Bharti Teletech is the part of Airtel (Bharti). It is the center to manage all the Queries,Complains and Requests related to all Airtel Services like Broadband,leaseline,GSM etc..Responsibilities included: - Providing the Level 1 technical support to the Airtel Customers.- Providing support on Mobile related problem, internet access etc.- Timely and effective escalation within the management to achieve SLA.- Customer interaction.

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  Centurion Bank of Punjab

  Apr 2008 - Aug 2008

  Customer Service Associate

  The Centurion Bank of Punjab (formerly Centurion Bank) is an Indian private sector bank that provide retail and corporate banking services. It operate on a strong nationwide franchise of 403 branches and over 5,000 employees. The Bank's shares are listed on the major Indian stock exchanges and on the Luxembourg Stock Exchange.Responsibilities included: - Managing Incidents related to technical issues of internal employees.- Timely update to customer as per SLA.- Coordinate with internal technical teams and Field Support and escalate them as per SLA.- Resolved issue and close incidents as per agreed SLA.- Managing incidents till opening to closing. Show less

• 

  SITA , Société Internationale de Télécommunications Aéronautiques

  Aug 2008 - Mar 2010

  Customer Technical Specialist

  SITA is the world's leading specialist in air transport communications and information technology (IT). Sita work closely with every sector of the air transport community, innovating, developing and managing business solutions over the world's most extensive network - one that forms the "communication backbone" of the global air transport industry.Airlines, airports, governments, air cargo, aerospace and international organizations all use SITA's IT and communications solutions. They all rely on SITA's expertise to help keep the wheels of the industry in motion. Almost every airline and airport in the world does business with SITA.Responsibilities included:- To assist the Satellite customer service center team in efforts to coordinate and manage operational activities. To process all inbound calls and provide customer interface to SCSC.- To provide a professional first point of contact for customers, acting as customer advocate and having the ability to diffuse difficult situations, as needed.- To open fault reports for customers in order to begin the process of restoring service to customers and provide continual updates to the customer in order to meet contractual and performance objectives.- To liaise and refer issues to correct/relevant entities e.g. other GCSC’s, PTT and other Vendors as appropriate. Document all troubleshooting and case management actions via the electronic case management system.Technical Responsibilities: - Diagnose fault utilizing software diagnostics and other network/product utility programs.- To troubleshoot links on Nortel DPN, PASSPORT, XIS, CE Routers, PE Routers.- Troubleshooting Frame Relay, ATM Protocols, BGP.- Coordinating with different Telco providers for leased line, PSTN, ISDN lines, DSL Lines, restoring and providing the optimum solution. Escalating the issue to PTT higher ups for timely and effective restoration. Show less

• 

  Orange Business Services

  Mar 2010 - Sept 2022

  - Proactively involve in any Major Incident / P0 & P1 Incident or any escalated incident to management during my shift and start leading the incident towards resolution in SITA Vertical.- Immediately Join SITA MI Bridges related to any ongoing Major Outage and engage resolver groups and carrier for investigation. - Keep SITA/Customer/OBS Management with latest developments and do necessary escalations to concern stake holders.- Always work to retore customer normal service operations as earliest as possible within agreed customer SLA and minimize the customer impact as well.- Start thinking of Workarounds which resolver group/carrier can provide to minimise the impact to customer if ETR is too long.- Update OBS management with latest Critical Incidents Summary and complete governance being senior specialist.- Update Incident Outage Advisory to SITA / OBS Management.- Work on long pending incidents and lead the team towards resolution and closer to maintain KPI.- Prepare Escalated Incident report to highlight Gaps during Incident handing and coach team with guidance to avoid in future and maintain incident quality. - Worked with Problem Management Team for recurring issues till permanent solution.- In absence of Team Leader work as Backup Team Leader and managing all escalations and other duties.- Work as MOD (Manager on Duty) for entire service operations in MSC India.- Providing learning session to team staff related to any new changes in Tools, KPI, Process Change, Gaps.- Coach new joiners about Customer, Day to Day work in Incident Management, Tools, KPI, Process and make them ready to hit the floor.- Making weekly Roster for Team and managing staff leaves.- Part of Weekly/Monthly call with customer management for Ongoing Tickets, Service improvement and Future action plans.- Follow up with CSM, ODM, Change Management Teams for any incorrect changes, which leading to generate outage. Show less - Proactive monitoring of client’s network ensuring 100 % uptime.- Ensuring that SLA is met in case of outage of circuits.- Ensuring the Network and IP layer to be up for customer connectivity to use it concerned applications.- Accountable for providing effective and satisfactory support to corporate client SITA for VPN / Data Access Services and Internet services plus managing the worldwide customer network expanding Europe, Asia and America, supporting the PE and CE routers with backbone of the network.- Completely responsible for troubleshooting network issues for the customers on Layer 1 & 2.- Completely responsible for managing the SLA with the customer and tracking the number of tickets opened on per month basis.- Managing all Incident Management activities till incident closer.- Part of Weekly/Monthly call with customer management for Ongoing Tickets, Service improvement and Future action plans.- Managing P1 & P2 Incidents for Mission Critical Site isolation.- Timely Escalate in Orange/SITA teams, Vendor management, Carrier as per escalation matrix / escalation guideline. - Do regular follow-up with Service Coordination Team, FOIS Team, Inventory Management team.- Follow up with CSM, ODM, Change Management Teams for any incorrect changes, which leading to generate outage.- Do follow up with CSM and Carrier Management team for future scheduled changes in carrier network.- As senior staff in team, Review the Service Hub/Oceane Dashboard and do discussion with team lead and team members to improve it if we are missing any KPI. Show less

  • Senior Incident Management Specialist

    Aug 2019 - Sept 2022

  • Incident Management Specialist

    Mar 2010 - Aug 2019
• 

  HCLTech

  Sept 2022 - now

  Major Incident Manager

  Client - Toyota Financial Services (TFS) (Sep 2022 - July 2024)Working as a Major Incident manager in SIAM methodology. Owning the overall life cycle of business Critical incidents and Problem Management.