Vikas Garg Email & Phone Number

Gurugram, Haryana, India

• Lead a team of 8 to assist end-users on vendor portal web application including troubleshooting problems, answering questions and providing technical/functional support.•Ensure vendor portal application is regularly updated, patched, and maintained to prevent issues and vulnerabilities.•Review Event and application logs, verify data captured in SQL tables to troubleshoot the issues and raise bug to the development team to fix the issues.• Coordinated with multiple teams… Show more • Lead a team of 8 to assist end-users on vendor portal web application including troubleshooting problems, answering questions and providing technical/functional support.•Ensure vendor portal application is regularly updated, patched, and maintained to prevent issues and vulnerabilities.•Review Event and application logs, verify data captured in SQL tables to troubleshoot the issues and raise bug to the development team to fix the issues.• Coordinated with multiple teams (Implementation/Product/QA/Development/Deployment) to understand the new requirements/Enhancement in Existing applications and deployment of the fixes to the various environments (Dev/QA/UAT/Prod).•Handles major incidents, ensuring that critical issues are resolved quickly to minimize disruptions to business operations.• Continuously assess and improve support processes to enhance efficiency and effectiveness.• Providing regular reports to the senior management on supported applications including incident metrics and service level adherence.• Liaised with different teams to take handover of their support tasks and respective documents and finalized the service level agreements for completing the requests.•Responsible for hiring, training, and managing the performance of the team members. Show less

Gurugram, Haryana, India

• Lead a team of 13 to manage and provide functional and technical assistance solutions to more than 10K+ employees on the payroll applications.• Single Sign On (SSO) implementation of Safeguard’s payroll application to access it by the client contacts through Azure/Okta service provider.• Analytical/Graphical representation of the client's data/Zendesk's requests on reports/Dashboards using analytical DOMO Tool•. Organized and conducted a cross-training of Safeguard’s payroll… Show more • Lead a team of 13 to manage and provide functional and technical assistance solutions to more than 10K+ employees on the payroll applications.• Single Sign On (SSO) implementation of Safeguard’s payroll application to access it by the client contacts through Azure/Okta service provider.• Analytical/Graphical representation of the client's data/Zendesk's requests on reports/Dashboards using analytical DOMO Tool•. Organized and conducted a cross-training of Safeguard’s payroll applications to enhance their knowledge and skill development to support the business issues. • Analyzed problems and incidents, ensuring completeness of root cause for major/critical incidents, and where possible identifies, resolves, or provides workarounds, suggestions, and improvements to mitigate future incidents. • Set Up New Zendesk Users, and Building Macros/Triggers to reduce the response time and to provide the solutions swiftly. Show less

Gurgaon, India

• Lead a team of 5 to assemble functional requirements, GAP analysis, and documented workaround for issues.• Experienced in working with banking and government clients to design end-to-end process flow and validated with strong analytical skills • Developed strategies, test plans, and examined all aspects of the program from an end-user perspective, and eliminated any issues.• Logged in all incidents and requests in Service Now tool with detailed information, and deep analysis… Show more • Lead a team of 5 to assemble functional requirements, GAP analysis, and documented workaround for issues.• Experienced in working with banking and government clients to design end-to-end process flow and validated with strong analytical skills • Developed strategies, test plans, and examined all aspects of the program from an end-user perspective, and eliminated any issues.• Logged in all incidents and requests in Service Now tool with detailed information, and deep analysis, and triaged the issue to provide resolution.• Attended Major incident calls for Severity issues, analyzed the business & financial impact of the issue, and provided the root cause analysis (RCA) and solution.• Created and shared the weekly status report of all the incidents and service level agreements (SLAs) breaches raised by the client to the senior management team.• Coordinated with multiple stakeholders to deploy new features or fixes in the different environments (Development, QA, UAT, and Live) Show less