Vishal Gupta
ID: CCE291071
Vishal Gupta
ID: CCE291071
- Team lead, Deloitte
- Telangana, India
Vishal Gupta
ID: CCE291071
- Team lead, Deloitte
About Vishal Gupta
Results-driven IT Operations & Support Leader with 7+ years of experience in Service Delivery, Incident & Escalation Management, and Technical Support. Skilled in ITIL practices, ServiceNow operations, workflow optimization, and SLA compliance. Proven expertise in people management, stakeholder communication, employee engagement, attrition control, and performance coaching. Adept at driving process improvements, reporting & analytics, and KPI tracking to enhance operational efficiency and client satisfaction.
Employment History
Team lead
19th Dec 2020 to Present
Roles & Responsibility
Responsible for leading and managing the team to achieve high performance and meet organizational goals. Drive continuous improvement by enhancing team productivity and ensuring effective performance management. Establish, monitor, and analyze KPIs to track progress and implement corrective actions as needed. Maintain strong relationships with stakeholders to align objectives and facilitate seamless collaboration. Utilize strategic planning and communication skills to foster a motivated, results-driven work environment.
Skills
- High Performance Computing
- KPI Implementation
- People Management
- Stakeholder Engagement
Verification Pending
Quess Corp PVT LTDInvite company
7th Jul 2019 to 12th Dec 2020
Engineer
7th Jul 2019 to 12th Dec 2020
Roles & Responsibility
Lead and mentor a team of associates in delivering end-to-end technical support services while ensuring 100% SLA compliance. Managed daily operations, schedules, and workflow optimization to meet evolving business requirements. Implemented employee engagement and attrition control strategies, reducing attrition rates significantly. Prepared performance reports, dashboards, and real-time DSAT analysis to enable data-driven leadership decisions. Managed client escalations and conflict resolution, improving customer satisfaction scores. Recognized for consistent KPI delivery and ensuring adherence to ITIL and process compliance standards.
Verification Pending
Quess Corp Limited (Deputed to Deloitte)Invite company
1st Jul 2019 to 1st Dec 2020
Engineer
1st Jul 2019 to 1st Dec 2020
Roles & Responsibility
Delivered technical support for Deloitte projects ensuring SLA and KPI compliance. Assisted in ServiceNow workflow queries and analytics, providing solutions to complex operational issues. Maintained strong stakeholder communication to ensure timely resolution of issues.
Verification Pending
Tech MahindraInvite company
14th Jul 2017 to 1st Jul 2019
Trainer
14th Jul 2017 to 1st Jul 2019
Roles & Responsibility
Conducted T3-certified technical training sessions for new hires, enabling faster onboarding. Consistently ranked among top 10 performers, achieving high customer satisfaction scores. Fast-tracked from agent to Process Trainer within 9 months, demonstrating rapid career progression.
Verification Pending
