Harshit Gor Email & Phone Number

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

Led a growing Application Support team, providing expertise in complex issue resolution and driving operational excellence.Key achievements:- Improved team efficiency: Increased ticket closure rates while raising SLA compliance through process documentation and streamlining workflows.- Enhanced customer experience: Championed customer-centricity, resulting in higher CSAT scores and fostering positive user experience.- Streamlined operations: Partnered strategically with cross-functional teams to prioritize technical projects, releases, and product enhancements, ensuring smooth deployments and minimizing roadblocks.- Promoted continuous improvement: Proactively identified opportunities to optimize support tools and processes, leading to improved SLA response times.Additional responsibilities:- Cultivated a team culture of open communication, continuous learning, and operational excellence.- Developed and implemented new support processes, procedures, and metrics to elevate team performance.- Advocated for better customer experience and support processes, suggesting product customization.

Mumbai Area, India

Led the AP Product Support team, ensuring successful deployment, configuration, and issue resolution for H5 products across On-Premises, SaaS, and PaaS environments.Key achievements:- Managed a diverse application portfolio: Administered both internally developed and externally sourced eDiscovery applications, supporting over 50 concurrent projects across multiple networks.- Advocated efficient operations: Collaborated with the automation team to develop tools, streamlined workflows, and minimized manual effort.- Enhanced customer experience: Achieved high levels of customer satisfaction by prioritizing escalation-free service and analyzing application performance for optimal user experience.- Focused on continuous improvement: Partnered with product development teams to improve software features and worked towards efficient application deployments, including complex solutions for distributed architectures.- Strong leadership and management skills: Cultivated a positive and productive team environment, fostered initiative, and effectively managed team resources and workload.Technical expertise:- H5 eDiscovery Products (On-Premises, SaaS, PaaS)- Jira, Confluence- .NET ALM: deployment, operations, and maintenance.- Data Analytics

Mumbai Area, India

Efficient Deployment & Support for APAC Client Applications Services Team:- Led a high-performing team of application and database specialists, ensuring efficient deployment of software to production environments.- Implemented "Continuous Delivery" for faster delivery of new features and bug fixes.- Ensured robust security through application deployment on PCI-compliant environments.- Provided exceptional end-user support, troubleshooting, and resolving issues within SLA.Strong Collaboration & Technical Expertise:- Collaborated effectively with development and QA teams to understand product architecture, functionality, and deployment challenges.- Proactively identified issues and provided constructive feedback to improve deployment processes and product quality.- Acted as a liaison between teams across geographies for successful project delivery.- Developed workflows for managing large-scale deployments in various environments.- Enhanced troubleshooting skills through log analysis and error correlation with source code.Performance Optimization & Leadership:- Performed application performance analysis to optimize server, storage, and network resources.- Gained strong working knowledge of SQL Server and its management tools.- Led by example, setting clear goals and inspiring the team to achieve them.- Executed monthly infrastructure maintenance to ensure system health.

Mumbai Area, India

Streamlined Application Deployments & Network Management:- Mastered on-premise application deployment, ensuring timely environment releases for efficient operations.- Coordinated with San Francisco, USA headquarters to maintain network high availability and seamless communication.Technical Expertise & Infrastructure Management:- Provisioned servers and configured infrastructure monitoring tools for optimal application performance.- Set up IIS and Apache web servers to effectively host application components.- Deployed enterprise applications on Windows Server 2008 and established a Microsoft Terminal Server FARM.Proven IT Support & Problem-Solving:- Contributed to the successful setup, installation, and configuration of the office data center and desktops.- Provided technical support for Windows 7 OS, desktop applications, and user equipment.- Performed preventative maintenance tasks on hardware and peripherals to ensure system stability.

Mumbai Area, India

I-Loans Production Support Specialist at ICICI Bank:- Ensured seamless 24/7 application availability for I-Loans projects (APS, FinnOne, FAS) to support business continuity.- Managed new project deployments: streamlined UAT, secured production environments, and implemented Java patches through JAR, WAR, and EAR files.- Maintained FCRM best practices for call logging, issue assignment, and follow-up, ensuring efficient problem resolution.Production Operations & Monitoring:- Owned End-of-Day (EOD) and End-of-Month (EOM) processes, ensuring successful execution and timely issue resolution.- Provided proactive support by monitoring system and application logs, identifying and escalating potential issues.- Collaborated with network, SYSADMIN, and SYSDBA teams to address network issues, OS installations, database setups, and related problems.Technical Expertise & Training:- Executed PL/SQL scripts for Oracle data management, and facilitated MIS reports delivery.- Maintained accurate documentation (checklists, reports, dashboards) and trained new hires for efficient production support.- Responded promptly to Quality Kiosk alerts, resolving critical site downtime occurrences.

Bachelor Of Engineering - Be, Computer Engineering, First Class

Diploma In Engineering, Computer Technology/Computer Systems Technology

Secondary School Certificate (Ssc), High School/Secondary Certificate Programs