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 and stakeholders (inc. vendors).Responsibilities: • 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: • Successful implementation of DevOps model in the Digital squads and platform teams.• Introduced SLAs for the squads to adhere to for resolving Incidents and Problems.

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.• Took over added responsibility of managing the team which supports all of Medibank's Apps and Websites.• Worked closely with the business to introduce measurable SLAs where none existed for some vendors.• Cost reduction for the Loyalty business through implementation of alerting and synthetic monitoring.

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.• Developing workarounds and/or solutions to restore normal business operations in the event of a Severity 1 or Severity 2 incidents and contribute to problem records to enable root cause analysis.• Ensure adherence to Medibank’s Incident, Problem and Change Management processes.• Subject Matter Expert for claims, product and policy for Projects and enhancements that may have an impact on production systems.• Environment management, deployments to Production and Non-Production environments.• Root Cause analysis for known problems and perform unit testing.• Work with the development teams to develop and maintain Process and Procedures.Achievements: • iMed Lead/SME during various projects to ensure correct solution, design, and timely delivery.• Working in both my current and previous roles during transition.• Stepped up as a stream lead and project manager for multiple in-house projects.

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 obligations in line with government regulations. Responsibilities: • 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.• Ongoing coaching and training to up skill other team members.• Backup for Source Code Management.Achievements: • Managing all the claims processing channels including hospital medical and ancillary.• Training – Train peers and colleagues about business and system rules and requirements.• Service Delivery – Working as a service delivery lead, liaising with the business, developers, testers, and delivery managers to have timely releases.• Part of the core team responsible for reducing the time to market of products by over 50%• Managed source code and packaging apart from my normal duties during the Applications restructure.

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 Testing team within Medibank. Test cases were executed using manual and automated tools. During this period, I was involved in the successful implementation of Hospital and Medical claims processing into the new iMed system eventually moving on to User Acceptance testing. Responsibilities:• 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• Preparing test plans, test cases and test summary reports • Review functional specification and solution documents • Maintain good relationship with all business users with planning and timely updates of changesAchievements:• Introduction of automated testing increasing the scope and productivity.• ISTQB Foundation Level Certified Tester by the Australia and New Zealand Testing Board.• Test manager for medical claims go-live and rate change projects.• Managing multiple vendors across projects• Managing multiple internal and external stakeholders.

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 related development. My role involved but was not limited to only managing business requirements and included and planning and implementation of the functional requirements.Responsibilities:• 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.• Post Go Live, supporting the business in using the system to its full potential as per the designAchievements:• System “super user” post go live• Configuration of all hospital contracts on the iMed system

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 their queries and escalations. Managing the team and focusing on their training and development, transition, and operational performance. Responsibilities:• 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. • Monitor effective staff communication, business awareness and knowledge share• Devising a plan to reassign R1 enquiries to the operators Manager for training purposes• Responsible for statistical analysis and reporting to the Contact Centre Manager• Responsible for forecasting, trending, effective utilisation for staff back-up and coverage. Achievements:• Trainer in the “Fishbowl” for the new starters for Customer Care Line• Trained and mentored new staff members

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.• Providing assistance, support and knowledge for new team member’s.Achievements:• Created a FAQ and cheat sheet for staff to refer to get easy information. • Responsible for statistical analysis and reporting on a daily and weekly basis.

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. • Reduced staff attrition to under 3% resulting in better customer relations and business success.• Active organiser at Port Philip Community fundraising ‘Share Food Group’.• Introduced fusion Indian cuisine to Melbourne, inspiring many new restaurants to follow suit.

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