Gaurish Jayant

Operations Associate

New Delhi, Delhi, India3 yrs 6 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Achieved record-high CSAT scores through user satisfaction focus.
Recognized with multiple awards for service excellence.
Expert in incident lifecycle management and service restoration.

Stackforce AI infers this person is an IT Service Management professional with a focus on incident management and user satisfaction.

Contact

Skills

Core Skills

Incident ManagementIt Service Management

Other Skills

Active DirectoryC (Programming Language)C++Circuit DesignCitrix WorkspaceControlUpData StructuresIT OperationsIT Service DeliveryITILITIL ImplementationITIL ProcessITIL Process ImplementationITIL Service OperationsITIL Service Strategy

About

I am an IT Service Management professional with 3+ years of experience delivering reliable operations in enterprise IT. I bring expertise in incident lifecycle management, escalation handling, and service restoration, all aligned with ITIL best practices. Recognized with the Star Performer Awards, Achiever League award, and multiple client commendations, I’ve achieved record-high CSAT scores by combining technical expertise with a focus on user satisfaction. I specialize in incident handling, escalation management, and service restoration by ensuring quick resolution, SLA compliance, and minimal disruption to critical business functions with hands-on expertise in ServiceNow, Active Directory, SCCM Collection Manager, Office 365, LazyWin, Microsoft Endpoint Configuration Manager, VDI, VPN and ControlUp. Known for ownership and resilience under pressure, I focus on keeping IT services reliable, productivity high, and operations aligned with organizational goals.

Experience

Hcltech

2 roles

Analyst

Promoted

Jan 2024 – Present · 2 yrs 2 mos · Noida, Uttar Pradesh, India · Hybrid

Manage 150+ IT incidents and service requests monthly with 99%+ SLA adherence, ensuring seamless and uninterrupted business operations.
Delivered record-high CSAT scores (top percentile in account) through user-focused service delivery, proactive communication, and timely resolutions.
Recognized with Star Performer & Achiever League Awards, along with multiple client appreciations for service excellence.
Led critical service restorations during high-impact escalations, significantly reducing downtime and business risk.
Streamlined troubleshooting processes using ServiceNow, Active Directory, SCCM Collection Manager, Microsoft Endpoint Configuration Manager, Office 365, LazyWin, and ControlUp, reducing resolution time.
Mentored and guided junior team members in incident handling, enhancing team capability and faster resolutions.
Introduced process improvements by identifying recurring issues and implementing preventive measures, reducing repeat incidents.

IT OperationsService DeliveryTechnical SupportVirtual Private Network (VPN)ITIL Service OperationsOffice 365+19