Amit Kumar Email & Phone Number

Hyderabad, Telangana, India

• Collabration of On-Prem team and L1 Cloud team to form a Hybrid Cloud team.
• Providing trainings to both On-Prem(accessing TD systems for troubleshooting) and Cloud team(TD on AWS,Azure and GC requesting access to cloud servers and trobleshooting) about the processes handled by each team.
• Managing Third Party Vendors-IBM recently introduced for all replacements of HW at the customer end.
• Managing the backlog call management for IBM on the delays made by the third party for a scheduled Maintenance.

Hyderabad, Telangana, India

• Lead Backlog Management effort to improve global management of overall incident backlog.
• Provided inputs in developing of PowerBI dashboards and reports for tracking key metrics in KPIs in the Service Now environment.
• Performing analysis to increase SAM(Automation) performance and measures impact to team, analyzed incidents, KB’s to track metrics on knowledge usage.
• Involved/participated in ServiceNow training as an excellerator and have worked with the team on sprints and updated the sprints to ServiceNow team for feedback.
• Migration task from Mywork to ServiceNow and migrated Mywork incidents to ServiceNow case and was the go to person during this activity to clear issues/concerns of the team and has handled with great responsibilities.
• SAM(Automation) project: worked on analyzing the KCS and updating to tickets where SAM(Automation) can identify those ticket and provide the same in the incident automatically. Reviewed Special Handling of 6000+.

• Served as a Level 2 analyst in Hardware, OS/PDE, Client and Database space with deep understanding of TERADATA architecture.
• Served as a Level 1 analyst with good customer service skills and managed multiple calls and worked on dispatching field agents.
• Performed Shift Lead, Queue Monitor roles in the GTS organization.
• Trained the new GTS interns on the basic knowledge across all PST’s in Teradata.
• Solved various Hardware issues having Hands on experience working on Net-app Disk Arrays.
• Solved customer’s space, memory, CPU and other 3rd party issue’s.

• Manage all resources needed to resolve a customer’s problem including collaborating with other analysts and Solution Engineers, as appropriate, develop the Problem Isolation and Solution Creation plans to uncover the.
• Own the problem resolution process including identifying and project managing third party suppliers, providing control and follow-up for the resolution activities, and, as appropriate, personally solving the customer’s.
• Provide feedback to the Solution Engineer or update the rediscovery database.
• Evaluate performance and provide feedback for the supplier performance, process improvements, and case documentation.
• Review the Knowledge Base and utilize experience to identify trends, anomalies, and patterns, and communicate results.
• Use available systems tools to assess data identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organizational improvements.