AMIT KUMAR MANNA

* Extensive expertise in managing the full lifecycle of change processes, incident resolution, and Service Desk functions using platforms like ServiceNow and Windows environments.

* In the Service Desk domain, additional insights contribute specialized knowledge to enhance support operations.
* Exceptional analytical and troubleshooting abilities, with a proven track record of resolving complex issues under
high-pressure conditions.
* Strong communication and interpersonal capabilities, enabling effective collaboration with cross-functional teams
and stakeholders.
* Skilled in multitasking and prioritization, thriving in dynamic, fast-paced environments.
* Proactive mindset in identifying risks and implementing preventive measures to maintain service continuity.
* Dedicated to continuous improvement, with a commitment to ongoing learning and professional growth.

• Managed and Trained team of 20 Engineers who support Microsoft S500 customers and Legacy customers with Azure Backup and Recovery Services, Site Recovery.
• Led employee relations through effective communication, coaching, training, and development.
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Evaluated employee performance and conveyed constructive feedback to improve skills.

• Lead a team of 30+ employees, overseeing daily operations and ensuring high performance.
• Delivering end-to-end customer-driven solutions.
• Responsible for making sure that services are being seamlessly delivered.
• In-charge of a variety of tasks, such as leading project teams, rectifying issues, performance, and quality management, monitoring progress, risk assessment, tracking KPIs.
• Present business review to Microsoft SDM's.
• Constant engagement with leadership/stakeholders to discuss update, distribution systems and prioritize business.
• Acting role in boosting the customer experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

• Managing Microsoft 5000 customers and Legacy customers with Cloud migration planning, cost planning and optimal right-sizing.
• Interacting with Customer to provide help with business intelligence by accurately presenting entire IT environments within a single day.
• Help and give them the confidence to see and control their environments with any platform, application, or geography.

• Analyze the cost for different resources for each subscription.
• Manage and help customer to manage their cost effectively.
• Fixing data latency at customer end.
• Write various SQL queries as per requirement to find accurate cost.
• Interacting with customers over call and email.
• Work closely with Technical Account Management, Customer Solutions Programs, Supportability and Operations counterparts to ensure data validity, tools needs, and technical strategy is aligned.
• Promoted as Team Lead in Oct 2019.

• Analyze financial data of customer.
• Find the root cause for any delay in payment and interact with the development team to avoid future errors.
• Write various SQL queries as per user requirement.
• Fixing issues and updating data in database as per user requirement.
• File monitoring using WS_FTP pro.
• Collaborated with customers and teams for proper release management.
• Support Engineer - Microsoft License (MSL).

• Tested and corrected errors and refined changes to database.
• Maintained data integrity during extraction, manipulation, processing, analysis and storage.
• Discussed intelligence and information requirements with internal and external personnel.
• Wrote various SQL queries as per requirement.
• Loaded the data from MS Excel to SQL Table and SQL table to MS Excel using SSIS.
• Involved in technical decisions for business requirements, interaction with business analysts, client team, development team, capacity planning and upgrading of SQL Servers.
• Trained data analysis beginners to improve overall efficiency of department.