Gaurav Jain

Experience

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  Apprenticeship

  Jan 2004 - Sept 2004

  Management Trainee

  Management Trainee in IT department of Jubilant Organosys Limited

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  HCLTech

  Nov 2004 - Jan 2008

  Subject Matter Expert

  Leading team of Support agents providing support to SBC Yahoo customers via chat support

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  HCL Infosystems Ltd.

  Oct 2007 - Feb 2008

  Network Engineer

  Providing support to VPN clients of HCL Infinet

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  DXC Technology

  Feb 2008 - Feb 2010

  Netbackup Administrator - Storage Division

  NetBackup Administrator, Managing Backup and Restoration for the clients.

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  Tech Mahindra

  Feb 2010 - Sept 2011

  Tech Lead - Storage Veritas Netbackup

  Leading the team of NetBackup Admins, providing L2 support on NetBackup technology.

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  Ericsson

  Oct 2011 - Mar 2021

  • Facilitate the recovery of all P1/P2 incidents with appropriate reporting and notifications to key stakeholders• Handling Escalation Management function for all P1 incidents• Real Time & continuous follow-up with support teams for incident resolution• Proactively manage incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate• Manage and coordinate activities during overall ticket life cycle• Ensure that the Incident record is fully updated prior to Problem Management handover• Responsible for sending all Incident notifications as per agreed process• Chair bridge calls for effective coordination, incident resolution, service restoration• Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution• Follow the global Service Restoration Management Process• Ensure Incident Timeline Report is created immediately after resolution• Contribution to ongoing process & operational improvementsOperational Responsibilities:• Responsible for day to day operational performance / Escalation Management• Managing a team 15 Incident Managers• Rostering and Leave Management• Planning for and ensuring team members' competence enhancement• Review of Performance Metrics for the shift resources with Manager and implementation of Corrective & Preventive actions if required• Providing Technical guidance and Leadership to the team members• Taking part in internal and external audits Show less

  • Lead - Incident Management

    Jul 2012 - Mar 2021

  • Shift Manager - 1st LA

    Oct 2011 - Jul 2012
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  HCLTech

  May 2021 - Sept 2022

  Technical Project Manager

  Roles and Responsibilities:* Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.* Point of Contact for IT Teams and Vendors at across geographies.* Point of Contact for future Infrastructure Enhancement and requirement gathering.* Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations* Manage IT Service Delivery at offshore Locations* Coordinate with OnShore IT Team for coherence with Business requirements.* Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.* Work with PMO on short/long term IT Project implementations* Work with Delivery SPOCs and client Business users on IT requirements* Coordination with 3rd party vendor / contractors on IT System upgrade/break fix /new installations* Vendor Contract and License Management* Implement Service improvement and Transformation initiatives Show less

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  Kyndryl India

  Sept 2022 - now

  Project Manager

  Infrastructure Project ManagementProject Planning and Execution Stakeholder ManagementRisk and Issue ManagementWorkforce Management Processes