Gaurav Kshirsagar
HCLTech | Microsoft | Ex-Nuance| Ex-Plus91 | Linux : Ubuntu - Red Hat | AWS | Azure | DevOps | System Admin | SRE
- Role
- Service Engineer at Microsoft
- Location
- Pune Division, MH, IN
- LinkedIn followers
- 500 followers
About Gaurav Kshirsagar
IT Professional with 4+ years of experience in Linux/Unix administration, AWS cloud platforms, DevOps Tools, and Microsoft Dynamics 365 Contact Center as a Service (CCaaS) environments. Skilled in managing production and non‑production cloud infrastructure in Amazon web services, Dynamics365.Hands‑on experience in supporting cloud‑based contact center platforms enabling IVR workflows, intelligent call routing, agent interaction, and customer engagement capabilities across enterprise‑scale managed service environments.Professional Experience : Project 3 -Organization: HCLTechRole: Senior SpecialistDuration: 2025 – 2026Technologies: Azure | KQL | Dynamics 365 | Dataverse | CRMMonitored Microsoft 1P Dynamics 365 Omnichannel CCaaS for IVR & messaging production incidents.Analyzed failures using Kusto (KQL) telemetry and Dataverse validation.Resolved NPEP reporting platform accessibility issues.Troubleshot IVR impact, bot routing, and chat session failures.Investigated customer‑reported SMS delivery issues via DFM tickets.Fixed outbound campaign failures (expired triggers & file delivery).Conducted RCA for delayed outbound notifications.Coordinated bridge calls with Network, PS, and Engineering teams.Provided customer updates and validated mitigation before closure. Project 2 – Organization: Microsoft / Nuance India Pvt. Ltd.Role: NOC Engineer / Site Reliability EngineerDuration: 2022 – 2024Technologies: Shell Scripting | JBoss | ApacheSupported PROD & NON‑PROD environments for service stability.Diagnosed and resolved platform incidents and outages.Performed deep log analysis for infrastructure issues.Assisted with deployments and platform updates.Participated in infrastructure health checks.Conducted RCA for recurring technical failures.Monitored performance using Zenoss & Kibana.Maintained incident documentation.Ensured SLA adherence and compliance.Maintained platform availability & security. Project 1 – Healthcare Service Provider PlatformOrganization: Plus91 Technologies Pvt. Ltd.Role: Linux System AdministratorDuration: 2021 – 2022Technologies: AWS | Linux | Apache | Shell ScriptingManaged Linux servers for dev & production environments.Administered AWS services (EC2, S3, RDS, IAM, VPC, Route 53).Managed user permissions & ACLs.Configured IAM roles & access policies.Maintained Apache servers & DNS records.Performed website migrations & hosting.Managed OS & kernel upgrades.Monitored performance & backups.Installed SSL certificates.Automated tasks using Crontab.
Experience
Service Engineer
Aug 2023 — Present
Education
Savitribai Phule Pune University
SSC, SSC
2011 — 2012
Savitribai Phule Pune University
Bachelor's degree, Computer Engineering
2016 — 2020
Mumbai University Mumbai
Diploma in computer engineering, IT
2012 — 2016
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