Vivek G.
Global Client Support Leader | SLA-Focused IT Operations | CCaaS | Genesys Cloud - Certified | Expert in Cisco Voice, AWS | Automation with Python & Linux Shell Scripting
- Role
- Technical Team Lead at Tata Consultancy Services
- Location
- Thane, MH, IN
- LinkedIn followers
- 500 followers
About Vivek G.
IT professional with 10+ years of experience in Cisco Voice Administration, Network…
Experience
Technical Team Lead
Aug 2022 — Present · IN
Lead a team of 15+ associates delivering Voice Infrastructure support across Genesys Cloud CX and Cisco CUCM environments for global clients.• Manage incident, problem, and change requests, ensuring SLA compliance and timely resolution; handle client escalations with swift, effective solutions to maintain high customer satisfaction.• Prepare and present Weekly Governance Reports covering KPIs, SLA adherence, and service improvement initiatives.• Drive Incident Ageing reviews to expedite closure of long-pending issues.• Oversee daily task allocation, progress monitoring, and deliverable tracking to ensure operational excellence.• Administer Genesys Cloud CX: design and maintain call flows, IVR setups, routing strategies, and user provisioning.• Administer Cisco UC platforms: CUCM clusters, dial plans, SIP trunks, and voice gateways; coordinate with service providers, vendors, and Cisco TAC for escalations.• Mentor, coach, and upskill team members through knowledge-sharing sessions, hands-on guidance, and technical training.• Identify and drive process improvements, automation initiatives, and efficiency gains to optimize service delivery.
Education
ARMIET , Shahpur , Asangoan
Bachelor's degree
2010 — 2013
SSJP polytechnic
Diploma
2006 — 2009
South Indian Childrens Education Society
High School/Secondary Certificate Programs
1996 — 2006
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