Amn

IT Service Management and Production Support professional with over 10 years of experience, specializing in Major Incident Management, AWS Cloud Support, ITIL processes, and service restoration in enterprise environments. Currently supporting AWS-based applications and infrastructure and managing P1/P2 production incidents. Experienced in coordinating cross-functional technical teams, leading incident bridges, troubleshooting cloud and infrastructure issues, driving incidents to resolution, and ensuring SLA compliance.

Strong knowledge of AWS services including EC2, S3, IAM, VPC, CloudWatch, RDS, Lambda, Load Balancers, and Route 53. Skilled in RCA, Problem Management, Change Management, ServiceNow, stakeholder communication, and continuous service improvement.

Major Incident Manager at Microland Limited (2021-03 – Present)

• Manage and coordinate P1/P2 major incidents, ensuring rapid service restoration within strict SLA targets.
• Support AWS-based applications and infrastructure and coordinate troubleshooting of cloud-related production issues.
• Work with AWS services including EC2, S3, IAM, VPC, CloudWatch, RDS, Lambda, Load Balancers, and Route 53.
• Lead incident bridge calls and coordinate application, infrastructure, network, cloud, and vendor teams.
• Provide clear incident status updates and executive communication to leadership and business stakeholders.
• Perform and coordinate Root Cause Analysis (RCA), Problem Management, and corrective actions to reduce incident recurrence.
• Coordinate Change Management activities and assess production impact during planned and emergency changes.
• Maintain incident records and knowledge documentation in ServiceNow and other ITSM tools.
• Major Incident Automation Project: Designed and deployed an automated classification workflow in ServiceNow, reducing manual triage effort by 30% and improving MTTR by 20%.

Senior Customer Advisor – Technical Support at Firstsource (2017-03 – 2021-03)

• Provided technical support and troubleshooting for broadband, hardware, software, and Microsoft Office applications.
• Resolved issues related to Outlook, system configuration, connectivity, and software installations.
• Assisted customers through phone, email, and chat support channels while maintaining service quality and customer satisfaction.
• Identified operational inefficiencies and recommended process improvements, resulting in enhanced support workflows.
• Collaborated with cross-functional support desks to escalate and resolve recurring technical roadblocks.

Senior Customer Advisor – Technical Support at Convergys, Client: Microsoft (2016-06 – 2017-03)

• Provided technical support for Microsoft products and services and resolved customer technical issues.
• Assisted team members with troubleshooting complex technical problems and monitored team performance metrics.
• Ensured adherence to quality guidelines and technical resolution standards in a high-volume support environment.

Bachelor of Engineering (B.E.) in Engineering – Sri Krishna Institute of Engineering

Senior Secondary School – St. Clarets PU College