Amey Kanitkar
Pune
Summary
Total experience of 15+ years in Technical Support & Support Management domain. 9+ years of experience managing / leading large & small technical support teams (Cloud Support, SaaS, Data Center Ops, L1 / L2 Tech Support). 9+ years of People management experience with handling performance reviews, appraisals, hiring, salary adjustments & promotions. Experience of handling geographically dispersed teams.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Manager - Technical Support
Oracle
11.2022 - Current
- Managing technical support team located across Bangalore, Seoul & Beijing.
- Handling support operations management for Oracle's own cloud based solutions (Oracle Cloud Infra).
- Managing reporting of Site Leads / Managers & Individual contributors.
- Make sure all the important KPIs such as Response & Resolution SLA, TTR, CSAT scores are achieved on a monthly basis.
- Prioritizing key / high-impact customers, make sure all of their escalations are taken care of within the stipulated timeline & with utmost care.
- Work as a Level 2 point of contact for escalations. Also, the L2 duty manager during the weekends.
- Responsible for managing performance appraisals, salary adjustments & promotions.
- Collaborating with regional leaders of EMEA & AMER regularly for various process related initiatives.
- Manage annual budget requirements for all the 3 sites.
- Managing hiring for the team & interviewing candidates.
- Build relationships with other teams' stakeholders.
- Conducting 1:1 meeting with team members periodically.
- Coordinate / follow up with development teams on the outstanding bugs
through review calls when required.
Manager - Technical Support
Red Hat
01.2019 - 11.2022
- Managing a Regional (APAC) Engineering Data Center team located in Pune, Bangalore & Beijing.
- Managing the daily support ticket queue in ServiceNow. Ensure SLAs are met with minimum breach.
- Monitoring the KPIs like ticket response & resolution SLA, OLAs, CSAT scores for the team.
- Make sure Data Center support operations are run within the allocated budget.
- Single point of contact for escalations in APAC region.
- Continuously interact with stakeholders to understand their requirements & concerns.
- Conducting weekly 1:1 meetings with team members.
- Responsible for managing performance appraisals, salary adjustments & promotions.
- Managing hiring for the team, interviewing candidates.
- Manage major outages and communication with the stakeholders & end users during the event.
- Vendor Management: Regularly coordinate with vendors for DC related issues, H/W procurement & delivery.
- Managing the documentation for the APAC team. Periodically review all the SOPs & K-Base articles to make sure they are up to date.
Lead - IT Asset Management
Eaton Corporation
08.2017 - 03.2018
- Managing the day-to-day operations of IT Asset Management (80% Hardware 20% Software) team for North America.
- Managing the team. Act as point of contact for escalations. Conducting annual appraisals and monthly 1:1 meeting with team members.
- Monitoring escalated issues & service requests to ensue resolution within SLA.
- Vendor Management: Coordinating with vendor (HP) for issues related to invoicing and End of Lease for Hardware Assets.
- Hosting Monthly Service Review call with Stakeholders to discuss the performance of the team and areas of improvement.
- Prepare reports in MS Excel / Powerpoint & present them during the call.
- Working with Asset Management process owner on process improvement initiatives.
- Handling Software Licensing for Adobe Suite, Datawatch Monarch, etc. Assign, remove and transfer license from one user to the other as and when required.
- Manage license inventory, monthly license audits of Adobe Suite and Datawatch Monarch.
Lead - IT Service Desk
Tata Consultancy Services
01.2014 - 04.2017
- Managed day-to-day activities of IT Infrastructure Support team (Level 1 & 2). Participated the transition of project (Headcount 150) from previous vendor to TCS.
- Hosting periodic Service Review Calls with external and internal stakeholders for the performance review. Prepare & present performance reports during the call.
- Single Point of Contact for escalations. Coordinate with the users directly for escalated incidents & make sure those incidents are prioritized / followed up till the end.
- Monitoring pending incidents on daily basis to ensure progress towards resolution is within SLA.
- Managing Annual Performance Appraisals of team members. Also, design shift-wise roster to make sure operations run 24x7 with adequate resources.
- Ensure 100% Adherence to First Response and Issue Resolution SLA via constant monitoring of the ITSM ticketing tool (BMC Remedy & Service Now).
- Arrange 1:1 meeting with team members every month to understand their concerns & suggestions.
- Interviewing the candidates during recruitment drives.
Business & System Integration Analyst
Accenture
12.2011 - 12.2013
- Gathering new requirements from the end users of the application through Face-to-Face meeting & documenting those requirements.
- Troubleshooting the system related issues for the clientâ€TMs end users & following up with them to close the incidents.
- Working on new change requests according to client's requirements & coordinating with their vendor called Sintec Media.
- Monitoring weekly progress of New Change requests, system bugs and generating weekly status reports.
- Working on planned changes, obtain authorization for submitted change requests from the Change Authority.
- Preparing the workflow documents comprising workflow diagrams; use case diagrams & flow charts using MS Visio & Power Point.
- Working with client's consultants on defects after new patch is deployed on their application called OnAir.
- Testing new patches post deployment as per the test script & coordinating with the vendor development team to update them with results.
Technical Support Consultant
Allscripts
01.2011 - 11.2011
Associate Engineer - IT Service Desk
Sungard (Now FIS)
07.2009 - 11.2010
Education
Master Degree - Computer Management
Neville Wadia Institute of Management Studies & Research
Pune01-2008
Bachelor's Degree - Chemistry
Modern College of Arts, Science & Commerce
06-2006
Skills
- Cloud Infra Support
- Technical Support
- People Management
- Stakeholder Management
- Support Operations Management
- Support Delivery
- Data Center Operations
- Vendor Management
- ITIL
Certification
ITIL Foundation March 2014
Timeline
Senior Manager - Technical Support
Oracle
11.2022 - Current
Manager - Technical Support
Red Hat
01.2019 - 11.2022
Lead - IT Asset Management
Eaton Corporation
08.2017 - 03.2018
Lead - IT Service Desk
Tata Consultancy Services
01.2014 - 04.2017
Business & System Integration Analyst
Accenture
12.2011 - 12.2013
Technical Support Consultant
Allscripts
01.2011 - 11.2011
Associate Engineer - IT Service Desk
Sungard (Now FIS)
07.2009 - 11.2010
Master Degree - Computer Management
Neville Wadia Institute of Management Studies & Research
Bachelor's Degree - Chemistry
Modern College of Arts, Science & Commerce
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