Gaurav Vasdev

Background

About Gaurav Vasdev

Strong operations professional with a Bachelor's in Technology focused in Computer Science Engineering from Delhi Institute Of Technology & Management. Experienced Software Engineer with a demonstrated history of working in the information technology and services industry. Skilled in PHP, WordPress, IT Service Management, Web Design, and Operating Systems. Application Support experience in Adobe experience manager(AEM), Hybris. Basic knowledge in AWS with hands on experience. Worked on monitoring tool like Splunk, Dynatrace, Adobe & Google Analytic. Good experience in implementation of Dynatrace. Exposure to Level 1, Level 2 & Service Management and support framework. Hands on experience in managing service requests, incidents, problems, Root cause analysis and post action cases and Experience in managing escalations. Strong experience in managing Service Level Agreement and customer satisfaction. Experience of Managing and leading a team of Support Engineers with focus on team performance. Actively lead and enable our quest to ensure our teams reflect the diversity of our global customer base. Also i have been involved in career development of employees by providing training & regular feedback to improve the knowledge base in team. Currently, working on a role of Service IT Operations Manager & building a strong partnership between technical support teams and stakeholders in other parts of the business. Created multiple process to have smooth delivery(incidents, problems & changes) in which people can do their best with customer focus, technical expertise, excellent skills & communication to support our customers. Also, managed all aspects of customer support delivery, including daily operations, scheduling, meetings, follow-ups and addressing customer feedback.