Dhaval Gohil

About Dhaval Gohil

Accomplished Technical Account Manager, Incident, Change, and Problem Manager with over 8 years of experience in managing IT incidents, enhancing service delivery, and ensuring customer satisfaction. Proven ability to coordinate with cross-functional teams, analyze complex issues, and implement strategies for service improvement. Skilled in managing high-value accounts, driving incident resolution, and overseeing change management processes.

Experience

1. Saas Specialist

   Temenos

   Feb 2023 — Present · Bengaluru, IN

   Managed high-value accounts, ensuring exceptional customer success and satisfaction.• Maintained strong client relationships, conducting regular account reviews and performance assessments.• Oversaw all P1 Major outage Incidents, ensuring timely restoration of services within SLA.• Acted as the central communication point for incidents, problems, and escalations, initiating and leading bridge calls for priority incidents.• Collaborated with internal teams to resolve client issues, providing transparency through MIR and RCA.• Ensured achievement of agreed KPIs and prepared daily and weekly reports on service availability.• Contributed to Root Cause Analysis and Change Management processes, validating, and assessing change requests and presenting them to CAB.• Conduct regular account reviews and performance assessments to identify areas for improvement.• Scheduling cadence meetings with the customer’s key contact for review and track the major issue.• Accountable for governing and handling the technical/ management bridges with Customers & vendors for the updates and further action plans on the majors till the restoration of the issue.• Prepare and Publish Daily and weekly reports.• Review the temporary fixes and workarounds already used and validate them for future use.• Review the recurring issue with the product team to implement a permanent fix. Track the issue until the fix is deployed to production to avoid an outage or system-downsituation. • Participate in the Change Management Post Implementation Review for the changes requested for Problem Management activity, in order to ensure that the changes have been implemented correctly and completely.• Presenting proposed changes to CAB for approval.

Education

• Shreenathji Institute off Technology Enginnering,Nathdawara,Rajashan.

  B.Tech , Electronics and communication

• Sarvoday Polytechnic Institute,Limbdi,Gujarat.

  Diploma Engineering., electronics and communication engineering.

  2005 — 2009