Open to opportunities

yuvraj arora

@yuvrajarora1

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ITIL V4-certified Software Support Specialist delivering enterprise SaaS/PaaS support and process improvement.

India

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What I'm looking for

I seek a hands-on support role in a collaborative, ITIL-driven team where I can lead improvements, mentor engineers, and optimize SaaS/PaaS operations.

I am an ITIL V4-certified Software Support Specialist with over five years of experience delivering enterprise-level support across SaaS and PaaS platforms, including SAP ASPM/APM, Salesforce, and the Zoho Suite.

I manage incident and problem lifecycles, create and execute test cases in SAP Cloud ALM, maintain Active Directory, and develop knowledge base content to improve self-service and first-contact resolution.

I lead and mentor junior support staff, drive SLA governance, automate repetitive tasks, and build dashboards and analytics that ensure 100% SLA compliance and support data-driven improvements.

My strengths include technical troubleshooting, stakeholder collaboration, process optimization, and a track record of implementing ITIL-based practices and scalable support documentation to reduce downtime and increase client satisfaction.

Experience

Work history, roles, and key accomplishments

Software Support Specialist

Asint Inc

Aug 2024 - Jun 2025 (10 months)

Delivered application support for SAP ASPM and APM modules, managing Zoho Desk tickets, maintaining 100% SLA compliance via dashboards, and improving self-service through knowledge base development and test case management in SAP Cloud ALM.

SAP Cloud ALM Zoho Desk Active Directory SLA Management Dashboarding

Sr. Service Desk Analyst

AXA XL

Aug 2022 - May 2024 (1 year 9 months)

Mentored junior staff, implemented ITIL-based incident processes, established a knowledge base, and optimized service desk workflows to improve response times and service quality.

ITIL Incident Management Knowledge Base Monitoring Mentorship

Associate E-commerce

Delhivery Limited

Jan 2022 - Jul 2022 (6 months)

Managed high-volume customer interactions, used CRM and Redash/SQL for analytics and reporting, and improved onboarding and client records to enhance post-sales experience.

CRM SQL Redash Customer Onboarding Analytics Customer Relationship Management Reporting

Customer Experience Associate

Twilio (ValueFirst Digital)

Jan 2021 - Oct 2021 (9 months)

Provided technical support for messaging APIs (HTTP/XML, WhatsApp), participated in on-call rotations, delivered training to juniors, and contributed to cost-saving and vendor relationship initiatives.

API Support HTTP Training Vendor Management Troubleshooting Documentation XML

Lead Technical Support Associate

Teleperformance

Jun 2018 - Dec 2019 (1 year 6 months)

Led support for Western Digital DAS/NAS products, created RMAs, improved ticketing workflows, developed troubleshooting guides, and led cross-functional projects to boost stability and customer satisfaction.

NAS DAS Troubleshooting Ticketing Systems Team Leadership Troubleshooting Customer Support Process Improvement