Gaurav Gupta Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

• Owner of Digital and API platform service level metrics in compliance with Medibank’s operational and regulatory obligations. Accountable for driving service and assurance outcomes in partnership with platform leaders.
• Develop and implement an End State Vision of best practices across support within a DevOps way of working.
• Define and monitor SLAs ensuring that support team meets the agreed response and resolution times.
• Overseeing the incident management process, which includes identifying, categorising, and resolving technical incidents in a timely manner.
• Establishing protocols for escalating issues to higher- level support (when necessary) and ensuring proper communication throughout the escalation process.
• Ensuring all governance and reporting requirements are met within agreed timelines. (DR, BIA & BCP).Achievements:

Melbourne, Australia

• A digital consultant guiding business teams in launching Medibank’s loyalty program. Responsible for establishing technical and operational processes within the new business unit.Responsibilities:
• Identify and triage issues identified in production and work closely with Platform teams to actively fix them in line with Medibank’s ITIL guidelines.
• Provide clear reporting on performance of all digital platforms.
• Setting up of monitoring of traffic to monitor errors and identify issues before they are reported.
• Defining and monitoring vendor SLAs.Achievements:
• Implemented the support model to triage the tickets before being assigned to the relevant teams/vendors.

Melbourne, Australia

• Promoted to the Application Support team to utilise my extensive business knowledge and skills set. Responsibilities:
• Monitoring the system performance to ensure straight through processing of claims with no interruptions.
• Providing support to the business users while analysing any incidents and or service requests.
• Working with other internal teams (Digital, Integration, End User support) to provide a positive experience to members and internal system users.
• Working within the ITIL framework to identify and segregate “Enhancement” requests from BAU incidents.
• Managing vendors, internal and external stakeholders, and relationships to meet the business needs.

Melbourne, Australia

• Responsible for the maintenance of Medibank’s claims processing system (iMed). The role involved configuring the system to process claims successfully in order to meet the business requirements, SLAs, and contractual.
• Blended role which collaborates detailed business analysis with technical skills to deliver the business objectives for Medibank’s high dependency claims processing platform.
• Liaise with the business, project teams and technical analysts to implement system changes and/or defect resolution.
• Engage in discussions, managing development outcomes within teams of analysts, developers and testers with the application of SDLC to deliver effective outcomes.
• Thorough working knowledge of change management to successfully deliver technical specifications, implement proposed changes and unit testing within defined timelines.
• Responsible for the delivery and release of the implemented changes into production.

Melbourne, Australia

• Starting with Functional Testing, my testing journey included System Testing, System Integration Testing to Business Process and User Acceptance Testing. I was involved in formally setting up of a Business Process.
• Business Process and User Acceptance testing on various Medibank applications
• Gathering requirements and expectations from business stakeholders to test the expected outcomes
• Working within the testing team and supporting peers regarding data creation and Medibank business rules regarding membership and products
• Identify, document and implement changes to business processes (Use cases and user stories)
• Communicate changes and developing and publishing training collateral and documentation

Melbourne, Australia

• During the initial phase of the iMed journey to transfer the claims processing away from the aging mainframe/legacy system, I joined the Business System Renewal Project as a subject matter expert for Member-Membership.
• Working on the configuration of all hospital contracts on the iMed system.
• Responsible for performing and delivering functional testing
• Validating and reviewing Business Process Procedures (BPP’s).
• Collaborating with organisational change team to deliver documentation within project deadlines.
• System testing, system integration testing and conversion acceptance testing.

Melbourne, Australia

• Overseeing a team responding to customer queries regarding their products, services, and entitlements. My team was responsible for providing support to members nationally and provide appropriate resolutions based on.
• Focus on enhancing knowledge to develop skills, to achieve excellent customer service.
• Analyse and understand data from business reports to ensure team SLA’s and KPI’s are met
• Promoting exceptional service, and providing comprehensive advice on MPL’s products, benefits and service options
• Proactively review and evaluate systems and processes to identify areas for improvement.
• Ensured all agreed SLA’s and KPI’s were met for committed deliverables.

Melbourne, Australia

• Starting in the frontline answering customer enquiries later moved to the staff helpdesk to assist both customers and fellow staff members about the systems, products, and policies. Responsibilities:
• 2IC for the team – providing leadership as required.
• Involved in the trial of the “Green Dot” queue answering queries from members holding Overseas Visitor Cover and Overseas Student Health Cover.
• Duties also included servicing the members on Priority covers and prospective new members calling the priority team to join the Priority covers.
• Assisting staff on complex enquiries from customers.
• Resolving member and staff enquiries over the phone.

South Melbourne, Victoria, Australia

• In this hands-on role, I built a successful business with my partner after buying the oldest Indian restaurant in Melbourne ’The Bengal Tiger.’ Responsibilities:
• Established partnerships with local and international hotel chains for dining and catering services.
• Created branding, marketing collateral and used PR, traditional media, and review sites to build brand equity.
• Collaborated with chefs to develop seasonal menus using locally sourced produce.
• Coordinated and managed events, parties, oversaw monetary management and safety/compliance.Achievements:
• Partnered with travel companies and hotels such as Ibis, Crown, and InterContinental for group bookings.

Master Of Information Systems, Management Information Systems And Services

Activities and Societies: Database Development and Management, Information and Communications Technology, Marketing Management,

Bachelor Of Commerce (Bcom), Accounting And Business/Management

Post Graduate Diploma, Computer Software Engineering

Assembly Language(386, 486), COBOL, PASCAL, C, C++

Year 12, Accounting And Business/Management

Education record