Kranthi Kumar
IT Manager
Hyderabad
Summary
Dedicated IT Services Manager with experience in achieving tangible results and cross-team collaboration. Proactive and excited to partner with like-minded individuals to achieve goals.
Experienced in consulting with customers, suppliers and other stakeholders to gather requirements, define scopes and set project plans, SLA's and implementation.
Successful in technical support, inventory management and customer relationship development.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Lead Support Engineer
Amazon Development Centre India Pvt. Ltd.
Hyderabad
08.2020 - Current
- Company Overview: (World Wide Returns & Recommerce)
- Act as proven and established leader to lead Support Engineers in the WWRR Org at Amazon Hyderabad.
- Responsible for Managing seven Tier1 services for Amazon World Wide Returns & Re-Commerce Organisation, in India, which are critical for completing returns for Amazon customers, ensuring high availability and reliability of the services.
- Entrusted with the responsibility of: Managing 12 Support Engineers for the organisation.
- Managing support functions in one of the most demanding departments within Amazon.
- Drive weekly & monthly Op’s review meetings with Senior Managers and stakeholders to discuss project milestones and ensure alignment between business objectives and operational activities.
- Conceptualizing the scope of work packages with defined Service Level Agreements as required towards enabling sustained operations with internal and external service while generating RFPs and performing contract negotiations.
- Interfacing with the engineering and other operations teams to incorporate customer feedback and addressing key support and usability concerns for customers throughout the region.
- Establishing service level agreements with business units & stakeholders; evaluating risk, cost, resource requirements & schedules associated with projects and submitting the effective delivery opinion.
- Participating in meetings with Finance Teams for budget allocation and approval.
- Spearheading all change and problem management activities and sending weekly & monthly reports to higher management about team performance and daily activities; providing technical support for troubleshooting complex issues effectively while ensuring minimum downtime & maximum availability of services.
- Supporting and monitoring the existing infrastructure, and migrate to Cloud Services as advised by Leadership Team. supervising preventative maintenance and backup as well as performing other regular support activities to ensure effectiveness.
- Hiring and developing team talent aligning with business requirements and organizational needs.
- (World Wide Returns & Recommerce)
- Successfully migrated Tier 1 Service of Payments Org from NetScaler VIPs to Tardigrade (ELBs). 74 NetScaler VIPs to Tardigrade Load Balancers in 6 stages (Alpha, Beta, Beta Checkout, Gamma, Prod and Prod Checkout) spread across 3 regions (NA, EU, FE). This includes execution of 22 Migration MCMs.
- Designed and Migrated Logs retention from Timber (physical host in data center) to CloudWatch-Cheeta. offers a low-cost ingestion solution for services with high-volume logs as an alternative to a legacy logging solution such as Timber.
- Successfully migrated Tier 1 Service of Payments Org to Graviton Based hosts from x86 host type to ARM-based host, resulting in significant cost savings of $150K annually and price-to-performance benefits of up to 20-40% in IMR savings.
- Successfully delivered a project to optimize the EC2 fleet size from 900 to 250 hosts, resulting in annual savings of $19K per month. Improved resource utilization and reduced technical debt for the team.
- Successfully trained 15+ batches of new teams at Amazon as a technical and process trainer.
- Promoted as a part time project manager and handled complex asset management projects for Amazon India.
- Pivotal in streamlining processes through measures such as Virtual New Hire Orientation and Laptop Issuance and Intern Onboarding.
- Led the E Waste process during 2021 - 22 across all India sites and replaced 10k systems and negotiated with vendors on buy back of old assets saving USD 25K.
- Leading Region Flexibility project to migrate 4 Services of Returns Org from existing Dublin Region to Spain Region.
- Collaborated with Stakeholders to launch new ship methods in NA and EU region. There by promoting ship methods which are cost effective. These launches collectively estimate to save ~$20M.
IT Support Engineer I
Amazon Development Centre India Pvt. Ltd.
Hyderabad
02.2016 - 07.2020
- Joined as Tier I service desk engineer assisting Global Amazon employees with server related issues.
- Promoted to Tier II service desk engineer.
- Managing India Global Service desk with 4 engineers and increased to the count of 10 in an year.
- Travelled and Trained Tier II engineers for pilot batch of helpdesk at Amazon Kennewick Office.
- Setup remote services team in India for APAC region and training the teams.
Escalation Lead
CSS corp pvt limited
Hyderabad
10.2014 - 02.2016
- Company Overview: client Google.
- Role in Brief: Residing in Google India we the team used to manage Google Infrastructure.
- Installation, configuration & maintenance of Windows Sever 2003/2008 and Windows/Linux/Mac client operating system.
- Installation, implementation and troubleshooting of relevant software’s for the users.
- Maintain and Troubleshoot LAN/WAN Network in different departments.
- Designed & Troubleshoot Network Equipment in Corporate environment.
- Client Google.
Technical Support Engineer
IBM India Pvt limited
Hyderabad
03.2012 - 09.2014
- Providing technical support for Suntrust Bank users over the phone and assisting end users with configuration of Printers, Network Drivers and Application Troubleshooting.
Customer Support Engineer
Dell India Pvt limited
Hyderabad
07.2011 - 03.2012
- Providing technical support for Dell XPS users over the phone and chat assisting with Hardware, Software and Application Troubleshooting.
Education
Information Techonology degree - undefined
Malla Reddt Engineering College
01.2011
Skills
- IT Program/ Project Management
- Global Deployment & Management
- System/Network Performance Monitoring
- IT Infrastructure Support and Services
- Software/Application Support
- Vendor/Stakeholder Management
- ITIL Strategies
- Cloud Migrations
- Incident/Change/Problem Management
- New Business Launches
- Process Improvement
Certification
- ITIL Foundation Examination, 9980048812468562
- Microsoft Certified Professional, Windows 2008
- AWS Certified Cloud Practitioner, https://www.credly.com/earner/earned/share/e0b208da-33d8-494f-a22d-b6080df3d36a
Languages
English
Telugu
Hindi
Profile Summary
Amazon Development Centre India Pvt. Ltd., Hyderabad, Telangana, India, Lead Support Engineer, World Wide Returns and Recommerce, Managing stakeholders with responsibility to maintain customer relationship, project delivery, service improvement, managing people, service quality., Leading cloud migration initiatives and transitioning on-premises IT infrastructure to the cloud., Managing infrastructure and applications, overseeing annual budgets, and delivering detailed cost estimates for business, regional infrastructure, and application projects., End-to-end project planning and implementation from scope management, to activity sequencing, effort & cost estimation, risk analysis to quality management., Launching New Ship-Methods and Payment Methods for Global Payment systems to the end-to-end testing of new systems and services within scope., Coordinating with internal & external Stakeholders for running successful operations; implementing procedures and service standards for operational excellence., 2011-01-01, 2012-12-31, 2012-01-01, 2023-10-01, 2009-01-01, 2011-12-31
Personal Information
Date of Birth: 1989-03-15
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lead Support Engineer
Amazon Development Centre India Pvt. Ltd.
08.2020 - Current
IT Support Engineer I
Amazon Development Centre India Pvt. Ltd.
02.2016 - 07.2020
Escalation Lead
CSS corp pvt limited
10.2014 - 02.2016
Technical Support Engineer
IBM India Pvt limited
03.2012 - 09.2014
Customer Support Engineer
Dell India Pvt limited
07.2011 - 03.2012
Information Techonology degree - undefined
Malla Reddt Engineering College