Rajkumar Pal

Oversaw day-to-day operational tasks, including monitoring system performance, streamlining support workflows, and ensuring SLA adherence for high-value clients such as Booking.com and Sabre. Managed and optimized integrations with Global Distribution Systems (GDS) like Amadeus, Sabre, and Travelport. Spearheaded the implementation and troubleshooting of NDC-compliant APIs. Delivered comprehensive technical support for API integrations with Booking.com and Sabre. Collaborated with cross-functional teams on SDLC, including requirements gathering and sprint planning. Diagnosed and resolved API-related technical issues.

Managed technical operations, including incident management and SLA compliance, for global clients like Booking.com and Sabre. Supported seamless integration of custom APIs. Worked with Booking.com to deploy and configure API solutions. Partnered in the SDLC process, contributing to sprint planning. Resolved high-priority incidents involving third-party integrations, adhering to ITIL and ITSM protocols. Standardized and maintained technical documentation for GDS integrations and NDC APIs.

Managed enterprise accounts, addressing escalations and ensuring SLA adherence. Delivered hands-on support for SaaS platforms, including Salesforce, HubSpot, and ERPs, Oracle NetSuite ERP, ServiceNow, Microsoft Dynamics 365. Increased MRR for multiple clients by over 100%. Led training programs for both internal teams and clients to optimize system usage.

Resolved client technical issues, including Outlook configurations and proxy errors. Maintained hardware and software systems, including Active Directory and CRM platforms.

Resolved customer requests within defined TAT and minimized escalations by analysing and correcting billing errors.

Delivered after-sales technical support and managed administrative tasks like expense tracking.