yuvraj arora
@yuvrajarora1
ITIL V4-certified Software Support Specialist delivering enterprise SaaS/PaaS support and process improvement.
IndiaWhat I'm looking for
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.
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.
DLAssociate 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.
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.
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.
Education
Degrees, certifications, and relevant coursework
GUGuru Gobind Singh Indraprastha University
Bachelor of Computer Applications, Computer Applications
Completed a Bachelor of Computer Applications (BCA) program, focusing on core computing subjects and practical software skills.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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