Raja Gupta

Experience

• 

  Hewlett-Packard

  Dec 2008 - Oct 2012

  Senior Technical Consultant

  • Worked as an Incident Lifecycle Coordinator.• Took care of high priority tickets till resolution while maintaining SLA• Assisted in finding RCA by involving various support teams as and when required.• Created and published knowledge based articles for providing solutions to specific issues.• Gave training to team members updating on the new and effective ways to handle issue and deal in high priority calls.• Administering LANs, WANs internet/intranet, and voice networks. • Analyzing & developing key components using methodology prescribed techniques. • Network connectivity monitoring and troubleshooting, ping, tracert, telnet, Netcool. • Responsible for communication protocols, configuration, integration & security.• Investigating, diagnosing and resolve all network problems. Show less

• 

  Vodafone Shared Services India

  Nov 2013 - now

  Incident Manager / Team Lead

  • People Management of all direct reports• Compliance to customer SLA• Strive to achieve Operational Excellence• Proactive steps to improve services• Vendor Management, Problem Management, Change Management• Engaged in Project activities like transformation and up-gradation of existing network infrastructure. On boarding of new customers.• Working closely with service managers and other relevant parties for SIP’s • Engagement with back end managers, service delivery, service manager and design team to improve the service offering and work on improvement plans. • Cross-Business coordination with key stakeholders to strategize existing/new customer onboarding.• Organization of requirement, drill-down sessions with team to analyze customer/business expectations and setting up the process per the customer contract.• Perform weekly/monthly review call with customer with respect to assure service• Handle transition and new requests effective• Team Performance per KPI’s agreed.• Fully own issues reported by customer and work with internal teams (24 x 7) to ensure customer services are restored Show less