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+ incidents to identify language, restricted sites where the incidents can be routed based on the SH. While working on the KCS project have identified redundant KCS and reported to the management for improvement.• Creation of workflows for automatic log collection by SAM(Automation) on the tickets in SNOW. Analyzing top opportunities in AIC, phone vs Tays where SAM can provide inputs.

• 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.• Configuration and Maintenance of NTP on TERADATA systems.• Served in Server Management space (dealing with CMIC, infiniband switches and other network issues)• Troubleshoot issues related to SSH, VNC, NTP, Linux system users and groups, kernel panic, networking, performance and kernel parameter tuning.• Address customer security concerns, team up with engineering team to resolve any such issues.• Maintenance and Administration of Viewpoint such as creating viewpoint users, assigning appropriate roles and configuring Viewpoint to monitor TERADATA systems.

• 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 root cause and the fix for the problem• 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 problem assess the risks, business impact (including financial) and technical resource impact of the solution alternatives.• 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.• Effectively document problems and solutions and verify and make appropriate corrections to the incident record and customer profile.• Write and/or create technical documents as appropriate.• Identify processes, products and services areas of improvements and team with other analysts to improve the process.• Problem resolution may involve multiple sources of resource expertise from a variety of internal and external supplier organizations in order to solve a problem or research an issue that has no documented history or precedence. • The position may involve support for multiple product lines and industries, customers varying from different countries, cultures, and languages.