Gaurav Chattree

Experience

• 

  IBM Daksh

  Sept 2004 - Nov 2007

  Advance Support Technician

  • The Advance Support Group Team was the highest point of resolution in HP. As an Advanced Support Group Technician, we resolved the most complex issues forwarded by technicians or peers.• Documents and simulates complex customer issues to find solutions and fixes to customer inquiries and problems.• Submit KB articles for complex technical issues.• Handling irate customers and providing Technical Solution for Hp All in One, Fax machines regarding Installation and usage.• Also, up selling Accessories regarding the same and promoting Annual Maintenance Contracts for Hp products to generate Revenue. Show less

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  Iyogi Technical Services Pvt. Ltd

  Dec 2007 - Nov 2015

  Operations Manager

  • Managing Team using motivational techniques and team handling skills to meet organization goals and to meet customer satisfaction and generate revenue for the organization.• Coaching mentoring and delivering feedback to team members.• Compliance Management, People Management using different techniques to meet sales targets and employee satisfaction.• Actively hiring new talent for organization.• Handling client escalations and attending Con Call with client regarding current progress• Performance Appraisals, KPP, KPI Escalation Handling and other BAU tasks which involved Reporting, SLA, monthly review with Customer. Show less

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  Bank Of America

  Dec 2015 - Nov 2016

  Manager Corporate Strategy

  •Project Management: As regional delivery unit SPOC ensured strategic initiative parameters like — Value Creation Index, Operational Health & Delivery Index are met month on month for entire delivery unit (Multiple accounts).•Refined PMO process and procedures and delivered orientation for new employees.•P&L responsibility Tasks (Budgeting, Margins). Managing budgets and performing functions related to resource and cost optimization.•Project Metrics: Performed schedule variance analysis, cost variance analysis & implemented corrective action. Show less

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  HCL Technologies

  Jan 2017 - now

  •People Handling : Leading a Team of 35+ technical support engineers, operational 24 X 7, spanning across offshore and Onsite Learns placed within Customer and HCL Global Delivery location, providing proactive and reactive infrastructure support to client based globally.•Service Delivery : Consistent drive for positive impact on KPls like Availability Metrics, C-SAT, Backlogs, Voice Call metrics and other agreed KPls and service levels.•Operational Governance : Ensuring governance across all areas including Service Management, Incident Management, Change Management, Problem Management & Continual Service management, Performance Management, Asset & Configuration Management, Availability and Capacity Management•Performance : Performance driven by Metrics, Career developments plans for everyone, Incentive formulation and roll- out, curtail attrition despite active competition. Monitoring team’s performance and goal setting reviews.•Training : Lower Cost, Formulate and execute faster ramp up to mitigate skill storage in Market. Drive higher effectiveness, compulsive technical upliftment of resources to build domain SME.•Customer interaction: Monthly service review meetings with customer. C-SAT above organization benchmark from last 3 years.•Reporting & Review: Prepare daily, weekly and Monthly SLA report to measure the process efficiency.•Documentation: Responsible for managing all project documentations (Risk Register, Lessons Learned, CSI Tracker)•Client Interactions: Regularly keep following up with the Clients for any updates for any BAU Activities which must be in a pipeline.•Actively participating in Steerco & in the Ops Hi-5 Meetings and in the external audits.•Hiring Staff as well according to the resource utilization and requirements. Show less

  • Service Delivery Consultant

    Jan 2017 - now

  • Business Consultant & IT Service Delivery Manager

    Jan 2017 - Jan 2022