Gaurav Sharma

Experience

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  Tech Mahindra

  Dec 2010 - Sept 2015

  Subject Matter Expert

  • Developed business cases, presentations, and reports for senior management.• Facilitated on-boarding of new joiners on the project and training sessions for process and quality improvement.• Hosted the bridge call for port migration and any outage. • Investigate or replicate issues and send to customer with solution.• Fluent in Windows, Mac, and Linux operating system with troubleshooting ability.• Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service. • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.• Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service. Show less

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  MRCC

  Sept 2015 - Nov 2023

  Support Manager

  • Planning and coordinating post-implementation and maintenance support; leading team members, allocating resources and guiding them till final delivery.• Work closely to delivery teams for new project transition to support• Acting as the lead point of contact in managing escalations from clients and internal users globally• Liable for cloud server instance management (usage, monitoring, reporting, and billing). • Following escalations and change control processes, monitoring progress, conducting systems analysis sessions and tracing risks & mitigating the same.• Administering project operations with key focus on defining Service Level Agreements (SLA’s) and defining service catalogue, SLAs & OLAs and control processes. • Managing end-to-end root cause analysis and driving operational changes. • Preparing & presenting various daily/weekly/monthly MIS reports and accessing the effectiveness of change management approach.• Streamlining processes in compliance with business functions to support global IT delivery standards, spearheading corrective action plans w.r.t. incidents, problem and escalation activities.• Perform tasks with best of class customer service and highest level of servitude to practices• Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies. Show less

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  SAVIC Inc.

  Nov 2023 - Jul 2024

  Implementation and Service Manager

  • Overseeing the service operations of a company to ensure quality customer support and after-sales services.• Tracking and monitoring service metrics, such as response time, resolution rate and customer feedback, to identify areas of improvement.• Ensuring to meeting the SLA and customer satisfaction with the exceptional services.• Manage project expectations through regular meetings, project status reports and maintaining great relationships.• Proactively identify and deliver growth opportunities within assigned accounts.• Lead and manage the implementation of new business end-to-end after verbal award, maintaining communication throughout the project to meet customer expectations.• Sign off on and test Standard Operating Procedures (SOPs) through a partnership with client spoc.• Collaborate with customer and operations leadership to ensure all processes are adhered to throughout the implementation process. Show less

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  Jakson Group

  Jul 2024 - now

  Manager - IT Delivery and Adoption

  1) Develop and implement change management strategies to ensure smooth transitions during system rollouts or updates.2) Measure and analyze adoption rates, identifying areas for improvement and making recommendations for enhancing user engagement.3) Collaborate with senior business leaders and IT teams to ensure alignment of IT projects with business needs and priorities.4) Provide leadership and guidance to project teams, ensuring accountability and high-quality delivery.5) Establish and drive continuous improvement initiatives to optimize IT delivery processes and increase adoption rates.6) Analyze past projects to identify lessons learned and apply improvements to future IT delivery and adoption efforts.7) Work closely with business units to understand needs and customize training and support initiatives to drive user engagement.8) Coordinate cross-functional teams, ensuring effective collaboration between IT, business units, and third-party vendors.9) Ensuring vendor payment on successful deployment.10) Report on the status of IT projects to senior leadership, providing clear visibility into milestones, challenges, and performance metrics. Show less