Amit Thumbar
Pune
Summary
A customer-focused and performance-driven IT Professional offering 12 + years of rich experience in Software Systems development life cycle for Telecom, Digital & FIntech domains across various phases of Product development, Project Rollouts, Operations Support, and Service Delivery in a fast-paced agile environment with the ability to switch roles as needed. Versatile Technical Director versed in assessing challenges, resolving problems and implementing plans to mitigate risk and technical obstacles.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Operations Manager
Boku Inc
05.2023 - Current
- Managing NOC & Service Desk team working on monitoring, troubleshooting, and incident management for a payment gateway.
- Improving alert configurations to reduce false positives and enhance real-time accuracy.
- Standardizing metrics & monitoring for efficient outage detection and resolution including third-party integrations.
- Developing self-sufficiency strategies for NOC in identifying and handling outages.
- Collaborating across teams to troubleshoot and mitigate outage issues.
- Driving automation to minimize manual intervention in recurring system issues.
- Evaluating SLA compliance & key metrics to optimize NOC & Service Desk performance.
- Ensuring smooth 24/7 operations with effective shift management.
- Addressing skill gaps through structured training programs.
- Advocating NOC improvements in leadership discussions and tool enhancements.
- Overseeing vendor management & governance to ensure SOW compliance and timely deliverables.
Service Delivery Manager
Flytxt mobile solutions pvt ltd
09.2022 - 05.2023
- The business face of technical operations to ensure that business requests are addressed with apt priority levels and in line with service management aspects like Incident Management, Change Management, and Release Management to maintain SLAs
- Identification of any gaps in the resolution process and coming up with measures to bridge the same is also part of this portfolio
- Managing clients with respect to delivery and operational issues
- Managed 24x7 Operations with 6 team members for all the accounts
Project Manager for BPM & EAI
IBM Consulting
08.2019 - 09.2022
- IT solutions implementation for Telecom Communication Service providers including OSS/ BSS
- Delivering large programs with a focus on Technology Upgrades, Data Center Migrations, Disaster recovery Implementation
- Build and supervise holistic (E2E) program/project plan, covering all aspects of the program - including deployment, Testing, and Production deployment
- Responsible for Client Relationship and Program Management, Service Delivery, Strategy & Planning, Transitions, Capacity Planning, Business Continuity, People Management
- Accountable and responsible for tracking of all deliverables as agreed in program scope, timely closure of defects across SIT and UAT, rollout planning and execution, closure of production issues & operational KPI reporting to business, senior management, and program stakeholders
- Supervise, assign, and schedule staff and consultants for development projects
- Manage closure of requirements, issues, and defects
- Direct daily developer activities
- EAI project deliveries through DEVOPS practices using Continuous Integration & Continuous Delivery (CI / CD), automated test (Selenium) and release
- Good Understanding of Middleware(ESB Layer ) architecture and working with various middleware application servers' integration (Websphere MQ (IBM MQ), IBM Integration Bus (IIB) (10.0.0.10), Websphere Data Power (XI52, IDG), BPM / Business Process Management (BPM-V8.5.6)
Operations Team Lead for BPM & EAI
IBM India on Payroll of Alchemy Solutions Pvt. Ltd
05.2017 - 07.2019
- Managing Enterprise application integration (EAI) Operations for Vodafone idea Limited
- Managing 700 + APIs which includes web services, MQ APIs Ensuring 100 % uptime for all APIs
- Tracking, monitoring, KCI (keep customer informed) activities through BMC remedy application
- Handles multiple (Incidents, Project) cases at the same time with varying degrees of severity
- Ensuring all necessary communication happens between operations, business community and all are updated of downtime and uptime, so all stakeholders are updated
- Send appropriate notifications for the same
- Actively involved in RFC (Request for Change) preparation, performing impact analysis and initiating calls with impacted area owners
- Co-ordination with different teams in order to resolve the issues (Admin, Development, Product, Etc.)
- Handles multiple incidents at the same time with varying degrees of severity
- Assist the team in identifying issues and in preparing Root Cause Analysis for Major incidents/problems
- Result oriented attitude - Involve in department level activities like Automation new business module creations
Tech Lead
Flytxt Mobile Solutions Private Limited
06.2013 - 04.2017
- Onsite coordinator, SME(subject matter expert) and ensuring all major issues or concerns are closed right first time
- Managing the Server (RHEL) patching, creating applications patches schedule and maintaining documentation
- Configuration and Troubleshooting of tomcat and MySQL servers
- Managing the application is 80 % based on WEB services and REST APIs over XMLs and JSON
- Performing proactive/reactive incident management and coordinating with respective resolver groups in resolving the incident within the defined SLAs
- Actively involved in change request preparation, performing impact analysis and initiating calls with impacted area owners
- Configured and Troubleshoot Problems related to tomcat, MySQL and Kannel server's Application
- Used HP SiteScope, HP Openview monitoring tool proactive or real-time application monitoring
- Write the bash script for frequently performed operations tasks
- Escalation SPOC for Clients and Alerts, Incidents, and Problem Tickets
- Preparing operational reports and sending with wider business community
- Providing training to new joiners and ensuring all required understanding is given and understood within team
Support Engineer
PCS Technology LTD
07.2011 - 06.2013
- Providing Support on all IT related problem (Hardware, Software)
- Configuration of Short code and integration with BO server
- Maintaining ,300 cash tills system (Linux base) ,200 Desktops under domain Microsoft Exchange server for Mails, 75 printers & 15 Linux server.(Suse 9& 11) across India
- Providing solutions to end users in areas of Linux and Windows Platform
- Configuration and Troubleshooting of client Mailing Systems
- Configured and Troubleshoot Problems related to messaging TATAPOS(point of sale) Application
- Providing remote support to other location using (RDP,VNC,putty,shh,ammyyadmin)
- Development / enhancement of Support processes for problems in P1 Category
- Handling Escalations from Management
- Installing and Managing Network Printers and local printers
- Providing training for new joined team member
- Co-ordination with Vendor
Education
Bachelor of Science - Information Technology
Saurashtra University
Rajkot05.2011
Skills
- IT Project Management
- IT Service Management
- Service Delivery
- Application Operations
- Team management
- Telecommunications
- ITIL Process Implementation
- Internal & External Stakeholder Management
- Agile Project Management
- Software Development Life Cycle (SDLC)
- Enterprise System Integration
- Shell Scripting
- SLA Management
- Incident management
Languages
English
Gujarati
Hindi
Certification
- ScrumMaster® Certification (CSM)
- ITIL Foundation Certificate in IT Service Management
- Telecommunications Industry, IBM
- Enterprise Design Thinking
- DevOps Essentials
- Six Sigma Yellow Belt
Timeline
Technical Operations Manager
Boku Inc
05.2023 - Current
Service Delivery Manager
Flytxt mobile solutions pvt ltd
09.2022 - 05.2023
Project Manager for BPM & EAI
IBM Consulting
08.2019 - 09.2022
Operations Team Lead for BPM & EAI
IBM India on Payroll of Alchemy Solutions Pvt. Ltd
05.2017 - 07.2019
Tech Lead
Flytxt Mobile Solutions Private Limited
06.2013 - 04.2017
Support Engineer
PCS Technology LTD
07.2011 - 06.2013
Bachelor of Science - Information Technology
Saurashtra University
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