Amith Makkuva Email & Phone Number

Eden Prairie , Mn, Us

- Oversee the development activities of ServiceNow products (ITSM, SPM, LSD)- Collaborate closely with product owners, design, support, and other development teams to deliver high-quality solutions- Engage with business stakeholders to collect requirements and design solutions that fulfill business needs- Supervise the daily operations of the development team- Resolve complex and occasionally ambiguous challenges through teamwork- Manage departmental resources, staffing, and mentoring, while enhancing and maintaining a top-tier engineering team- Comprehensive knowledge of the ITIL framework and IT Operations management concepts- Capable of executing a project based on its priorities, context, risks, and desired outcomes- Familiarity with agile development environments (Jira, Rally, ServiceNow Agile 2.0)- Solid understanding of programming language concepts (Java, JavaScript, HTML, ServiceNow Glide API, Python)- Proficient in Business Rules, Client Scripts, Script Includes, UI Scripts, UI Policies.Previous Roles within Optum include leading/managing a team of over 20+ professionals including manager-of-managers across various portfolios including, Technology Command Center (Major Incident Management), Problem Management, Change Management, Peak Season (Planning & Readiness), and ServiceNow Platform Development & Operations.

Armonk, New York, Ny, Us

• Spearheaded the management of major incidents, effectively launching the Major Incident process and initiating Project Management (PM) & Change Management (CM) processes when required. • Ensured seamless communication and coordination with stakeholders during significant events. • Orchestrated conference calls with Customer Service Managers, Technical Support teams, and third-party vendors, fostering collaboration and problem-solving. • Enhanced customer experience by delivering top-notch services and efficiently resolving issues. • Produced comprehensive reports that detailed findings and provided actionable recommendations. • Conducted Root Cause Analysis (RCA) using proven Problem Management techniques such as the 5 Whys method and brainstorming sessions. • Actively participated in Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) calls to review any unsuccessful changes and oversee critical change executions. • Initiated the Knowledge Management process to maintain up-to-date Configuration Management Database (CMDB), Knowledge Base (KB), Process documents, and RUN books. • Evaluated team performance and provided constructive coaching to address inefficiencies, fostering a culture of continuous improvement.

Bengaluru, Karnatka, In

• Steer daily operations of NOC, vigilantly monitoring and evaluating the performance of significant events and incidents. • Efficiently manage major incidents, ensuring swift resolutions and minimal disruption. • Probe and resolve system issues, implementing effective solutions to minimize downtime. • Offer strategic advice on the adoption of new hardware and software to maintain a cutting-edge IT infrastructure. • Champion Knowledge Management initiatives, ensuring the upkeep of process documents and operational manuals.

Chennai-600102, Tamil Nadu, India., In

Contracted through Resource Square Solutions Pvt. Ltd to work for Accenture.• As a Level 2 Network Support Engineer, I have been instrumental in designing and evaluating WAN and LAN connectivity technologies for a diverse range of customers located in the UK, France, Netherlands, and Belgium.• I have been responsible for monitoring the operations of network hardware to ensure they are properly configured, thereby ensuring optimal network performance.• I have successfully diagnosed and resolved complex network problems that involved a mix of hardware, software, power, and communications issues. My ability to identify and fix these problems has significantly reduced downtime and improved network reliability.• I am committed to enhancing the user experience. I have achieved this through dedicated support, comprehensive training, effective troubleshooting, implementing improvements, and clear communication about system changes. My efforts have resulted in improved system usability and customer satisfaction.

Seattle, Wa, Us

Contracted through Stepstone India Pvt Ltd• Mentored and Evaluated Junior Staff: I took the initiative to train junior personnel, ensuring they were well-versed in their departmental responsibilities. I also reviewed their work regularly to maintain high standards of quality.• Quality Reports and Corrective Actions: I was responsible for the timely completion of detailed quality reports. These reports not only highlighted deficiencies but also provided insightful recommendations for corrective actions, thereby ensuring continuous improvement in our processes.• Maximizing Output Quality: I played a crucial role in enhancing output quality. I approved production tests and specifications in advance, ensuring they met our stringent quality standards. Additionally, I communicated any required changes to supervisors promptly, ensuring smooth and efficient operations.

Master Of Business Administration (M.B.A.), Project Management

Personal Finance Mastery, Personal Finance

Bachelor Of Engineering - Be, Computer Science And Engineering