Amit Kumar T

Having 3.2 years of expertise in the field of L1 and L2 level Product/Technical support with technical expertise in SQL/Python/Unix and being able to operate on Linux systems. Adopt at debugging applications and discovering code errors in a range of programming languages. Able to remain composed and professional under pressure and provide excellent help to users at all levels.

Technical Summery

• Customer facing role Overlapping L1 and L2, Involved in all phases for Product Support Life Cycle.
• Experience on ITIL, Incident, Problem & Change Management.
• Identifying and resolving technical issues.
• Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc. Ready to work in shifts.
• Monitor various ticket queues globally to ensure tickets have not breached and ensure tickets are responded to in a timely fashion, including critical incidents and any escalated issues.
• Responding promptly to application alerts and issues.
• Installation and Configure all applications for applications, & Corporate applications.
• Drives problem management and associated resolutions delivery with product management teams.
• Analyses / Perform and drive to RCA (Root Cause Analysis).
• Responding to L1 and L2 support requests for technical assistance by phone, email, ticketing system, and Zoom remote-hands support.
• Reproduce product behaviors to determine the problem root-cause(s), issue workarounds and solutions.
• Researching, diagnosing, troubleshooting and identifying solutions to resolving application issues.
• Hand-on experience in DDL, DML and DCL statements in SQL.
• Basic knowledge in Unix and Shell scripting.
• Able to write and solve problem using Python scripting.
• Knowledge in API.
• Knowledge in Sub -Quires and co-related sub quires.
• Responding to, update, and resolve tickets within our defined SLA's. Good Knowledge in Joins, Aggregate Functions, Sub-queries in SQL.
• Experience on ITIL, Incident, Problem & Change Management.
• Maintaining and updating technical documents and procedures.
• Quick troubleshooting/debugging, diagnosing, and problem-solving skills.
• Provide second line phone/email consultation to independently debug complex security/network problems.
• Participated in a 24x7 Support Operation and 24x7 on-call rotation.
• Working with IT department peers to quickly identify and resolving issues.
• Responding to peers and management via text message, and email within our defined SLA's.
• Excellent communication Skill. Managed customer support technical issues daily, including verifying issues, isolating, and diagnosing the problem, and resolving the issue where possible.
• Sound knowledge in writing complex SQL Joins to retrieve data from multiple tables.
• Maintaining and updating technical documents and procedures.