Arun Gupta
Experienced IT Operations Professional | Driving Innovation and Business Transformation Programs | ITIL® 4 Specialist: Drive Stakeholder Value | Lean Six Sigma GB Certified | Author of a book \"Being a Parent\"
- Role
- Senior Manager - Incident & Escalation at Oracle
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Arun Gupta
Passionate about delivering IT services that create measurable business value and…
Experience
Senior Manager - Incident & Escalation
Jan 2023 — Present
Oversee incident management and escalation handling for both on-premises and hosted customers, ensuring timely resolution.• Manage stakeholder mapping, effectively communicate with both internal and external participants.• Drive process improvement projects including chatbot development, reducing rejection rates, incident reporting, training alignment, and restructuring knowledge management (KM) articles.• Provide expert guidance and resolution for a wide range of technical and non-technical support for Oracle Hospitality products: OPERA V5, OPERA Cloud, product configuration and compatibility, analyze software and hardware faults, license reconciliation, entitlements, product availability, etc.• Chair and drive critical incident review meetings to ensure root-cause analysis and resolution plans are effectively executed.• Promote a culture of collaboration by contributing to knowledge-sharing initiatives to improve operational efficiency and team expertise.
Education
Delhi University
Bachelor's degree
2003 — 2006
Sikkim Manipal University - Distance Education
Master of Business Administration - MBA
2007 — 2009
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