Gaurav Prateek
Mississauga,ON
Summary
Accomplished Service Delivery Manager at Cognizant Technology Solutions with 15 years of experience in maintenance and production support roles. Adept in programming languages like XSLT and Workday Studio and excelling in customer engagement. Spearheaded a team to maintain a 100% SLA achievement rate, significantly enhancing client satisfaction and operational efficiency. Expert in risk mitigation and incident management, with a proven track record of optimizing team performance and system security compliance.
Overview
15
15
years of professional experience
Work History
Service Delivery Manager
Cognizant Technologies Solutions
08.2018 - Current
- Managed team of 80+ support specialists and maintained 100% SLA achievement rate, optimizing customer satisfaction.
- Conducted regular team performance analysis, resulting in improvement in team efficiency.
- Assisted in development of proactive support strategy resulting in lesser incidents.
- Drafted detailed tech support flowcharts and runbook reducing resolution times and loss of business hours.
- Managed system upgrades, ensuring 100% compliance with security standards.
- Encouraged cross training between different teams and created backups for each and every application under support umbrella.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
Technical Lead
Cognizant Technologies Solutions
08.2017 - 08.2018
- Was involved in maintenance and support of Recon module of bank.
- Utilized various Cognizant’s tools and frameworks to achieve efficiency and timely delivery of products with zero defects.
- Used Cognizant AVMplus to bring down maintenance cost of each of application and moved them from being maintenance-centric to value-centric.
- Automated all batch processes using Robotics process automation to minimize human intervention.
Associate
Cognizant Technology Solutions, CTS
11.2009 - 07.2017
- Converted financial data from another regional bank system to Client's system and enabled merger.
- Migrated entire Financial and Recon systems of bank to Workday Cloud.
Education
B.Tech - Computer Science
SRM Institute of Science And Technology
Chennai05.2009
Skills
Programming Languages
XSLT,COBOL,REXX,DYL280,Abinitio,CICS, Java
Operating Systems
Z/OS, Windows, Linux
Databases & Tools
SQL, DB2, Teradata, Oracle 10g
Other Utilities
JCL,VSAM, Informatica, Workday Studio, Crystal Reports, Workday report writer, Workday Adaptive
- Customer Engagement
- Solutions Development
- Client Relationships
- Customer Satisfaction
- Risk Mitigation
- Schedule Coordination
- Incident Management
- Incident Investigation
- Workload Management
Languages
English
Full Professional
Timeline
Service Delivery Manager
Cognizant Technologies Solutions
08.2018 - Current
Technical Lead
Cognizant Technologies Solutions
08.2017 - 08.2018
Associate
Cognizant Technology Solutions, CTS
11.2009 - 07.2017
B.Tech - Computer Science
SRM Institute of Science And Technology
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