Amrendra Kumar
Lucknow
Summary
Experienced Service Program Manager at HCLTech with 5+ years in IT service management, specializing in incident and problem management, customer engagement, and RCA. ITIL v4 certified, with strong troubleshooting skills to resolve complex technical challenges swiftly and effectively. Proven ability in managing escalations, driving timely resolution of critical issues, and ensuring minimal service disruption. Adept at collaborating with cross-functional teams and vendors to perform root cause analysis, implement corrective actions, and enhance service delivery. Committed to continuous improvement and delivering exceptional customer experience.
Overview
6
6
years of professional experience
12
12
years of post-secondary education
Work History
Deputy Manager
HCL Tech
Lucknow
11.2024 - Current
- Act as the primary point of contact for the client, managing day-to-day customer interactions, escalations, and ensuring high client satisfaction.
- Drive end-to-end service delivery aligned with SLAs, ensuring consistent and high-quality delivery of IT services across assigned accounts.
- Coordinate with cross-functional teams to resolve customer issues and escalations related to service assurance, finance, and billing within defined timelines.
- Manage monthly invoicing and billing processes, ensuring accuracy and timely submissions as per contract terms.
- Track and resolve client financial queries, including cost clarifications, invoice disputes, and credit adjustments.
- Ensure governance through regular cadence calls, service reviews, and reporting (MBRs/QBRs) with stakeholders.
- Support continual service improvement by identifying process gaps, initiating corrective actions, and improving operational efficiency.
- Maintain strong stakeholder relationships with internal delivery teams and external customer representatives.
- Ensure adherence to compliance, process standards, and internal audit requirements in all service operations.
Cloud Engineer
LTIMindtree
Pune
08.2021 - 11.2024
- Collaborate with end-users, various support teams, operations, technical delivery teams, and external vendors to effectively address issues by conducting root cause analysis and implementing proactive problem management.
- Worked on SEV 1 and SEV 2 incidents (MS Dynamics), Engaging Bridge calls.
- Good at Taking ownership of incidents raised, look for identical issues, triage, provide workarounds and work till resolutions.
- Providing long-lasting resolutions for critical production issues and foster effective problem-solving across different technical teams.
- Conduct thorough analysis of issues and deliver timely updates on ongoing problems in a meaningful and informative manner.
- Creating Data Bases (SQLDB)
- Evacuating the Old Data Base (Rings)
- Decommissioning the Ring
- Load Balancing of the Data Bases
- Generating and submitting PR by making required changes
- Working on Scripting Tools- SQL Azure Console
- Monitoring Tools- XTS, Jarvis, Kusto
Infrastructure Engineer
Mindtree Ltd.
Pune
06.2019 - 08.2021
- Building Org, Tenant to Tenant Migration, Data-centre Move
- Bulk Scale group Move.
- Incident Management
- Maintaining timely escalation, problem management and people management.
- Standardise, simplify, and publishing operations standards.
- Provide coaching and mentoring to assist team members with career development.
- Organize team events and manage shift members.
- Develop process documentation, support material, SOPs, TSGs
- Identify complex issues and develop/implement a plan of action to resolve them.
- Ensure the completion of outgoing work with quality, accuracy, and consistency.
- Design and implement processes and procedures for operational excellence.
- Define and improve operational and performance metrics.
- Worked on maintaining the Service level agreement (SLA) and making sure to meet the deadline without miss.
- Tools: Kusto, Advance Incident Management, Jarvis
Education
Higher Secondary Education - PCM
Indian Public School
Madhubani, Bihar 04.2010 - 06.2012
Secondary School -
Indian Public School
Madhubani, Bihar 03.2000 - 03.2010
BE - Computer science and Engineering
Bapuji Institute of Engineering and technology
DavangereSkills
- Microsoft Azure
- Incident Management
- Major Incident Management
- Production Support
- Application Support
- ITIL
- Change Management
- Capacity planning
- Troubleshooting
- Escalation and resolution
Accomplishments
- Received Client appreciation on various fields and activities as a best performer.
- Leadership Award for guiding and executing an event at enterprise level by leading a team of 95 members - Mindtree.
- Spot-on award (thrice) for effective delivery - Mindtree.
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Deputy Manager
HCL Tech
11.2024 - Current
Cloud Engineer
LTIMindtree
08.2021 - 11.2024
Infrastructure Engineer
Mindtree Ltd.
06.2019 - 08.2021
Higher Secondary Education - PCM
Indian Public School
04.2010 - 06.2012
Secondary School -
Indian Public School
03.2000 - 03.2010
BE - Computer science and Engineering
Bapuji Institute of Engineering and technology