Gautam Sinha

Concentrix Corporation (India Pvt. Ltd)

Jan 2020 - Dec 2022 • 2.9 yrs

Managed end-to-end quality assurance activities by conducting process audits and compliance reviews against defined KPIs, SLAs, and quality standards. Performed Root Cause Analysis (RCA) using statistical quality techniques to identify recurring operational issues and recommend corrective actions. Analyzed operational performance trends and prepared quality dashboards, MIS reports, and performance scorecards for leadership review. Partnered with Operations and Training teams to implement process improvement initiatives that enhanced service quality and operational eciency. Conducted quality calibration sessions to ensure consistent audit methodologies and evaluation standards across teams. Supported training eectiveness by identifying knowledge gaps and providing actionable feedback to improve employee performance. Monitored compliance with organizational policies, customer requirements, and process guidelines to ensure audit readiness. Contributed to continuous improvement initiatives through data-driven recommendations and quality governance practices.

Concentrix Corporation (India Pvt. Ltd)

May 2018 - Dec 2019 • 1.6 yrs

Supported day-to-day operational activities while ensuring compliance with defined service levels, productivity targets, and quality standards. Processed customer requests and operational transactions with a strong focus on accuracy, turnaround time, and customer satisfaction. Maintained operational documentation, process records, and workflow reports to support business continuity and audit requirements. Coordinated with cross-functional teams to resolve operational issues and improve process eciency. Assisted in identifying workflow bottlenecks and contributed to process improvement initiatives to enhance operational performance. Monitored daily operational metrics and ensured adherence to organizational procedures and service delivery guidelines. Supported knowledge management initiatives by maintaining process documentation and standard operating procedures (SOPs).

Concentrix Corporation (India Pvt. Ltd)

May 2018 - Present • Current

Provide L1/L2 production support for enterprise-grade Java and Python-based applications, ensuring high availability and business continuity across production environments. Troubleshoot complex application issues involving REST APIs, authentication, database queries, integrations, and application services, minimizing production downtime. Perform detailed log analysis, debugging, and Root Cause Analysis (RCA) to identify recurring issues and implement preventive measures for long-term system stability. Collaborate with Software Engineering, QA, Infrastructure, and DevOps teams to resolve production incidents, validate fixes, and improve application reliability. Support production deployments by performing application validation, post-release verification, and regression checks to ensure successful implementation. Execute SQL queries for data validation, issue investigation, and database troubleshooting while maintaining data integrity. Monitor application health, system performance, and production alerts to proactively identify risks and prevent service disruptions. Assist in identifying application performance bottlenecks and support SQL optimization and application tuning initiatives. Ensure adherence to incident response SLAs, change management processes, and production support best practices. Maintain technical documentation, RCA reports, knowledge articles, and operational runbooks to improve support eciency and knowledge sharing.