Amit Thumbar
Pune
Summary
Production Support and Technical Operations leader with 14+ years of experience across fintech, telecom, SaaS and enterprise technology environments, including leadership of 24x7 production support, monitoring and service operations for global payment platforms.
Experienced in building and maturing support functions, defining KPIs, SLAs and operational governance, managing vendors and SOWs, leading major incidents and customer escalations, and driving measurable improvements in service performance. Strong experience partnering with Engineering, Product, Infrastructure, Legal, vendors and business stakeholders to improve platform reliability, operational efficiency and customer experience.
Proven track record of leading 20+ member support department, implementing DORA practices, improving monitoring effectiveness, reducing ticket ageing and accelerating team readiness through process and capability improvements.
Overview
3
3
Languages
1
1
Certification
15
15
years of professional experience
Work History
Technical Operations Manager
Boku Inc
Mumbai, Remote
05.2023 - Current
- Lead a 20+ member Production Support & Monitoring Department, including Assistant Manager and SMEs, providing 24x7 support for a global fintech/payment platform.
- Established and matured the Support Operations function, defining the operating model, governance, KPIs, SLAs and service-performance framework; partnered with Legal, Procurement and vendors to establish SOWs, measurement criteria and SLA governance.
- Drove adoption of EU - DORA Policies, metrics and practices across Production Operations, working with Production, Customer Support and BI-Reporting teams to improve operational visibility and performance management.
- Led improvement initiatives that reduced ticket ageing by ~50% and increased Alert-to-Incident conversion from ~0.5% to ~5%, significantly improving monitoring effectiveness and operational response.
- Redesigned resource onboarding and knowledge-transfer processes, reducing onboarding time from 180 to 90 days and improving operational readiness and team self-sufficiency.
- Led major incidents, outages and high-priority customer escalations, coordinating Engineering, Product, Infrastructure and vendor teams through resolution, RCA and preventive actions.
- Drove monitoring, automation and service-improvement projects, including status-page implementation, alert optimisation and operational reporting to improve customer communication and platform reliability.
- Govern vendor performance through SLA/KPI reviews, operational data analysis and continuous-improvement plans, while developing team capability through coaching, training and structured knowledge management.
Service Delivery Manager
Flytxt mobile solutions pvt ltd
Mumbai, Remote
09.2022 - 05.2023
- Managed service delivery and operational governance, acting as the business-facing point for technical operations and ensuring requests were prioritised against Incident, Change and Release Management processes and agreed SLAs.
- Managed vendor performance and governance, identifying resolution-process gaps and driving corrective actions to improve service delivery.
- Managed client relationships and operational issues, coordinating internal and external stakeholders to maintain service quality and delivery commitments.
Project Manager for BPM & EAI
IBM Consulting
Pune
08.2019 - 09.2022
- Led enterprise integrations programmes for telecom environments covering technology upgrades, data-centre migrations and disaster-recovery implementation.
- Owned end-to-end programme planning covering deployment, testing, production rollout, transition, capacity planning, business continuity and operational readiness.
- Managed client relationships, programme delivery, stakeholder communication, resource planning and production issue resolution.
- Accountable for requirements, developments,defects, rollout planning, production deployment and operational KPI reporting to business and senior management.
- Delivered EAI projects using DevOps, CI/CD, automated testing and release practices, working across enterprise middleware and integration platforms.
Operations Team Lead for BPM & EAI
IBM India on Payroll of Alchemy Solutions Pvt. Ltd
Pune
05.2017 - 07.2019
- Led 24x7 EAI operations for Vodafone Idea, managing enterprise integrations and supporting 700+ APIs, with a focus on availability, incident response and service continuity.
- Managed incidents, projects and operational escalations while ensuring timely communication between Operations, Business and technical resolver groups.
- Coordinated change preparation, impact analysis and Change Management activities with impacted application and infrastructure owners.
- Managed customer communication, monitoring, activities and operational reporting through BMC Remedy.
Tech Lead
Flytxt Mobile Solutions Private Limited
Pune
06.2013 - 04.2017
- Led application support and technical operations for my VFApp in telecom environments, managing incidents, escalations, changes and production issues within defined SLAs.
- Worked across development, product, infrastructure and administration teams on web services, REST APIs, Tomcat, MySQL and middleware applications.
- Managed proactive and reactive monitoring using HP SiteScope and HP OpenView, supported RCA activities and drove operational process improvements.
- Managed OS patching, application patch schedules, technical documentation and automation of frequently performed operational activities.
Support Engineer
PCS Technology LTD
Mumbai
07.2011 - 06.2013
- Providing Support on all IT related problems (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 platforms
- Configuration and Troubleshooting of client Mailing Systems
- Configured and troubleshot Problems related to messaging TATAPOS(point of sale) Application
- Providing remote support to other locations using (RDP,VNC,putty,shh,ammyyadmin)
- Development / enhancement of Support processes for problems in P1 Category
- Managed escalated issues from management to ensure timely resolutions.
- Installing and Managing Network Printers and local printers
- Providing training for new joiner team members
- Coordination with Vendor
Education
Bachelor of Science - Information Technology
Saurashtra University
Rajkot05-2011
Skills
- Production Support & Platform Operations
- 24x7 Service Operations
- ITIL Service Management
- Incident & Problem Management
- Major Incident & Outage Management
- SLA, KPI and SLO Governance
- Vendor & SOW Management
- Operational Risk & Service Health
- Monitoring & Observability
- RCA and continuous improvement
- Automation & Process Optimisation
- Customer Escalation Management
- Stakeholder Management
- People Leadership & Coaching
- FinTech & Payment Platforms
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
KEY ACHIEVEMENTS
- Built and led a 20+ member Production Support & Monitoring department.
- Reduced ticket ageing by ~50% through operational improvement initiatives.
- Improved Alert-to-Incident conversion from ~0.5% to ~5% through monitoring and alert-quality improvements.
- Reduced resource onboarding time from 180 days to 90 days through structured knowledge transfer and capability development.
- Established KPI, SLA and vendor governance frameworks, including SOW development with Legal and operational stakeholders.
- Implemented DORA metrics/practices across Production Operations.
- Led operational improvement projects including service status-page implementation, monitoring optimisation and automation.
- Managed enterprise integration environments supporting 700+ APIs.
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