Amit Sharma
Summary
Senior IT Operations & Production Support Manager with 15+ years of experience leading high-performing support teams across banking and enterprise IT environments. Proven expertise in IT operations, major incident management, problem management, RCA, SLA governance, and service optimization. Successfully led 15-member L1/L2 support teams supporting business-critical applications with 99.9% availability while driving automation, monitoring improvements, and operational excellence. Recently expanded into Generative AI to build intelligent automation solutions for IT service management.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Senior Manager – Production Support & IT Operation
Kotak Mahindra Bank Ltd.
Mumbai
11.2024 - Current
- Led a 15-member L1/L2 Production Support team, ensuring high availability and operational stability of business-critical banking applications.
- Managed 150+ P1/P2 incidents per quarter, maintaining approximately 95% SLA compliance while minimizing business impact.
- Led Root Cause Analysis (RCA) and implemented preventive actions, reducing recurring incidents and improving application stability.
- Enhanced monitoring dashboards and automated alert handling, reducing incident response time by 20–25% and improving operational efficiency.
- Developed automation scripts and workflows for batch monitoring, reducing manual effort and improving team productivity.
- Collaborated with business, development, infrastructure, and vendor teams to accelerate issue diagnosis and resolution.
- Streamlined ticket categorization while leading onboarding, mentoring, and performance management of support engineers, contributing to a 20% reduction in ticket backlog and building a high-performing team.
- Developed proof-of-concept GenAI solutions using NLP and transformer-based models for ticket classification and summarization to evaluate automation opportunities within IT support operations.
Senior Technical Lead
HCL Technologies
Pune
10.2018 - 09.2024
- Led L1/L2/L3 production support for IBM Domino-based enterprise applications across global environments, ensuring high availability and operational stability.
- Managed P1–P3 incidents and complex production issues across application and infrastructure layers, consistently meeting SLA commitments.
- Performed root cause analysis (RCA) and implemented permanent fixes to reduce recurring incidents and improve application reliability.
- Partnered with infrastructure teams to enhance monitoring baselines and alert thresholds, enabling proactive issue detection.
- Authored 40+ SOPs, runbooks, and knowledge articles, improving resolution consistency and reducing onboarding time.
- Collaborated with product teams to track software defects (SPRs) and support timely production fixes and releases.
- Monitored application and server performance while tracking operational metrics such as TTR, SLA compliance, and backlog to drive continuous service improvements.
Senior Technical Lead
Hexaware Technologies
Pune
08.2014 - 09.2018
- Managed production support for enterprise IBM Domino applications and served as the primary technical contact for business stakeholders.
- Managed the end-to-end incident lifecycle, ensuring timely resolution and adherence to SLA commitments.
- Migrated legacy Notrix jobs to the LEI architecture, improving performance and system reliability.
- Performed root cause analysis (RCA) and enhanced monitoring and alerting mechanisms to reduce recurring production issues.
- Authored SOPs and operational documentation to improve support consistency and audit readiness.
Senior Manager – Production Support & IT Operation
Infosys Technologies
Pune
07.2010 - 06.2014
- Provided production support for IBM Lotus Notes/Domino enterprise applications, ensuring application stability and timely incident resolution.
- Performed IBM Domino server administration, application monitoring, and troubleshooting to maintain production system availability.
- Supported production deployments and collaborated with cross-functional teams to resolve application and infrastructure issues.
- Standardized operational procedures and contributed to knowledge documentation, improving support consistency and operational efficiency.
Education
Bachelor of Technology - Electrical Engineering
Graphic Era Institute of Technology
Dehradun, UT, India2010
Skills
Monitoring & ITSM
- Coralogix Sumo Logic ServiceNow Jira
Programming & Automation
- Python Shell Scripting JavaScript LotusScript Formula Language
Database & Platforms
- SQL PL/SQL IBM Domino Server (8x–14x) Domino Designer HCL Nomad HCL Volt HCAA
Operating Systems
- Windows RHEL AIX Unix
AI & GenAI Technologies
- Generative AI (LLMs) Prompt Engineering Hugging Face LangChain (Basics) NLP Zero-shot Classification API Integration
CAREER HIGHLIGHTS
- Reduced ticket backlog by 20% through workflow optimization and automation
- Improved incident response time by 20–25% via monitoring and alert enhancements
- Managed 150+ P1/P2 incidents quarterly with ~95% SLA compliance
- Led a 15-member support team ensuring 99.9% application uptime
- Built GenAI-based proof-of-concepts for IT service desk automation, including intelligent ticket classification, evaluated on small datasets to assess feasibility and performance of LLM-based approaches
CORE COMPETENCIES
- Production Support Management
- IT Operations Management
- Major Incident Management
- Incident & Problem Management
- Root Cause Analysis (RCA)
- SLA & KPI Management
- Team Leadership
- Stakeholder Management
- Monitoring & Observability
- Automation & Process Improvement
Certification
- IBM Lotus Notes Domino 8 – Application Development (Foundation & Intermediate)
- IBM Lotus Notes Domino – Web Applications Development
- IBM Lotus Notes Domino 8.5 – Installation & Administration
- Scrum Master Certification (2019)
PORTFOLIO/PROFILE
https://www.linkedin.com/in/amit-sharma-336a054b/
ADDITIONAL INFORMATION
- Languages: English, Hindi
- Nationality: Indian
- Passport: Available
Timeline
Senior Manager – Production Support & IT Operation
Kotak Mahindra Bank Ltd.
11.2024 - Current
Senior Technical Lead
HCL Technologies
10.2018 - 09.2024
Senior Technical Lead
Hexaware Technologies
08.2014 - 09.2018
Senior Manager – Production Support & IT Operation
Infosys Technologies
07.2010 - 06.2014
Bachelor of Technology - Electrical Engineering
Graphic Era Institute of Technology