AMIT KUMAR MAITY
Bengaluru
Summary
Production support analyst with 5+ years in 24x7 environments, delivering ITIL-aligned incident management and application monitoring. Conducts SQL-based root-cause investigation to accelerate troubleshooting and service restoration. Skilled in BMC Helix ITSM, Python, Splunk, AppDynamics, and ServiceNow to improve operational stability.
Overview
10
10
years of professional experience
Work History
Production Support Analyst
HotelHub Technology Private Limited
Bengaluru
07.2022 - Current
- Lead and coordinate P1/P2 Major Incident bridge calls with Development, Infrastructure, Database, and Business teams to drive timely service restoration.
- Monitor production applications using Splunk, AppDynamics, BMC Helix ITSM, Python, Dynatrace, and Grafana to identify anomalies, investigate failures, and support proactive incident response.
- Handle 30+ incidents daily, including critical P1/P2 production issues, while maintaining 98%+ SLA compliance across incident queues.
- Manage the complete incident lifecycle in alignment with ITIL processes, from initial triage through resolution, documentation, and closure validation.
- Perform impact analysis and prioritise incidents according to business criticality, customer impact, and service urgency.
- Provide clear and timely stakeholder updates during high-impact outages and maintain effective communication across technical and business teams.
- Identified recurring incidents and contributed to Problem Management activities to enhance service stability and minimise repeat issues.
- Review RCA documentation, validate resolution details, and ensure incidents are appropriately documented before closure.
Academic Counsellor
Inurture Education Solutions Private Limited
Bengaluru
04.2022 - 07.2022
- Delivered personalised academic and career guidance, enabling students to assess programmes, select courses, and set achievable goals.
- Designed and executed programmes that facilitated informed academic and career decision-making.
- Collaborated with advisory centres, faculty, schools, colleges, and university departments to address student needs and enhance support services.
Customer Service Executive
HAPPYEASYGO TRAVEL Pvt. Ltd.
Gurugram
09.2018 - 08.2021
- Handled customer queries via calls, chat, and email, ensuring timely resolutions and consistent service quality.
- Managed escalated customer issues and coordinated with relevant teams to achieve timely closure of Problem Reports.
- Coordinated customer requirements and developed escalation-management plans with internal teams.
- Reviewed root causes of escalated service requests and contributed to improvements in service delivery processes.
Customer Service & Reservation Executive
SpiceJet Airlines
Gurugram
05.2016 - 07.2018
- Managed ticket sales, adjustments, transfers, check-in, boarding procedures, baggage queries, and customer support to ensure smooth travel experiences.
- Guided passengers with travel requirements and addressed routine concerns, escalating complex issues to supervisors to maintain service quality.
- Facilitated airport operations by coordinating baggage handling, passenger flow, identification checks, and response strategies for irregular flight operations.
Education
B.Com -
Calcutta University
West Bengal01-2015
Intermediate -
CBSE
Uttar Pradesh01-2012
High School -
CBSE
Uttar Pradesh01-2010
Skills
- ITIL incident management
- Service restoration strategies
- Python
- Root cause analysis techniques
- SQL
- BAM monitoring expertise
- 24/7 production support
- Database administration
- Stakeholder engagement and updates
- Major incident coordination skills
- Production oversight and escalation management
- Production monitoring
- ITIL processes
- Escalation management
- Stakeholder communication
- SLA tracking
- Troubleshooting and problem solving
- Application support
- Incident response
Accomplishments
- For demonstrating proactive ownership and vigilance by independently managing incidents, error alerts, and critical operation gaps with minimal assistance.
Timeline
Production Support Analyst
HotelHub Technology Private Limited
07.2022 - Current
Academic Counsellor
Inurture Education Solutions Private Limited
04.2022 - 07.2022
Customer Service Executive
HAPPYEASYGO TRAVEL Pvt. Ltd.
09.2018 - 08.2021
Customer Service & Reservation Executive
SpiceJet Airlines
05.2016 - 07.2018
B.Com -
Calcutta University
Intermediate -
CBSE
High School -
CBSE