Amit N. Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Responsible for onboarding of new clients, data feeds interfacing through multiple apps
• Design monitoring solutions for Production Support teams
• Responsible for defect-free operational Implementation, support, and data analysis.
• Managing application portfolio and related infrastructure to ensure that run books, monitoring, automations, and platform stability are in place.
• Communicate effectively throughout the organization to initiate or improve processes relating to systems.
• Work closely with Project team to support user acceptance testing from script creation, test execution, issue resolution through test completion

Toronto, Ontario, Canada

• Led L2 Support for ETL, SQL Qlikview, QlikSense and Nprinting production issues.
• Discussed all production support aspects with application development management.
• Managed Disaster recovery tests for Client Technology apps with success criteria for 3 years.
• Designed monitoring solution and managed ITRS Geneos configuration for processes monitoring and ensuring rules alerting against the thresholds. Use of plugin FKM, FTM, Toolkit, Gateway, filemon etc.
• Hands on experience in supporting/monitoring ELK logs aggregation with the use of Kibana dashboard.
• Provided regular status reports to management on application status and other metrics.

• Managed various customer accounts through collaboration with software engineers and L2 Technical support members.
• Remote support to all the customer accounts through On Call support.
• Improved relationship between Level 2 Help Desk and Level 3 Operations teams by holding weekly collaboration meetings resulting in a cohesive team environment and improved customer satisfaction.
• Planned and coordinated all operational activities including management of service levels, new operating releases, and problem escalation.

Gurugram, Haryana, India

• Primary Escalation for Applications & IT Infrastructure Services Operations from offshore, including Data Center, Server, Storage, Microsoft Active Directory, Network (Data & Voice), Help Desk, and end users with a.
• Designed, created, and implemented support processes, including SLAs and escalation procedures for ensuring efficient incident management.
• Improved operational Key Performance Indicators(KPIs) leading to high customer satisfaction from 43% to 91%.
• Increased profitability across accounts by 40%, by enhancing the cross-functional and technical expertise of the team, innovative collaborative solutions, better utilization of resources and controlling expenses.
• Led IT infrastructure audits from offshore and ensured 100% compliance.
• Led end to end Incident Life cycle process and established governance ensuring high levels of performance indicators.

• Led L2 production support with a team of 20+ technical resources for production applications and systems support for 1000+ Linux/Unix/HP servers worldwide.
• Used intake tool (Salesforce) for tickets by external customers and handled the tickets within SLA’s
• Handled Account setup & deployment for more than 70 customers in production environment
• Supported high severity incidents and their technical analysis in collaboration with QA and development

Post Graduate Diploma In Business Management, Business Administration, Management And Operations, A

Specialized in Operations Management

Masters In Science, Computer Science, A