R Vishnu Gopal
Senior Operations Associate · Uber AI Solutions
About
Technical Support & Operations Specialist with 2+ years of experience delivering enterprise service delivery, L1/L1.5 incident management, technical troubleshooting, and mission-critical support across global technology, fintech, and AI-driven environments, including Uber AI Solutions, Foundever, and Sutherland. Skilled in structured root cause analysis (RCA), authentication and access recovery, payment operations, incident escalation, and customer-impacting issue resolution within PCI-DSS and GDPR-aligned environments. I bridge the gap between front-end customer experience and backend operational stability, collaborating with Program Managers, Tech/Production/Ops POCs, and Tier 2 Engineering teams to triage complex platform issues and manage escalations through Jira, Slack, and Command Center workflows. I also leverage Generative AI tools including ChatGPT, Claude, and Gemini, along with prompt engineering, to streamline documentation, audit trails, incident reporting, and diagnostic workflows, contributing to measurable operational efficiency improvements. Key Highlights * Operational Excellence: Maintained 98%+ CSAT while consistently meeting or exceeding QA, FCR, SLA, and productivity targets across email, chat, voice, and ticket-based support environments. * Leadership & Knowledge Management: Promoted to Acting SME at Sutherland; mentored 10+ team members, supported peer reviews, and standardized Knowledge Base documentation to improve process consistency and quality. * Risk, Security & Analytics: Completed Deloitte Australia simulations covering SOC Level 1 threat detection, web-log analysis, incident response, data analytics, Tableau dashboards, advanced Excel, and data modeling. Core Competencies Incident Management | Technical Troubleshooting | Root Cause Analysis | IT Service Desk | Technical Operations | Customer & Client Success | Payment Operations | Fintech Operations | Salesforce CRM | Zendesk | Jira | Slack | Command Center | Microsoft Excel | Tableau | AI & Prompt Engineering | PCI-DSS | GDPR | SOC Level 1
Looking for
Open to Technical Support, Technical Operations, Customer/Client Success, Senior Operations, Business Operations, Fintech & Payments Operations, KYC/AML, Risk & Compliance, Trust & Safety, IT Service Desk, and Operations Analytics opportunities. Targeting Associate, Specialist, Senior Associate, and Senior Operations positions where I can leverage my B.Com (Computers) background and 2+ years of technical, customer, fintech, and operations experience to improve customer experience, operational efficiency, risk controls, and service delivery.
Skills
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