Kundan Kumar Singh

Experienced in end-to-end product support and integration across 25+ applications (L1, L2, L3), leading a team of 20+ engineers. Skilled in coordinating with Product, Development, and DevOps teams for bug resolution, feature enhancements, resource scaling, and managing planned/unplanned downtimes. Proficient in leveraging AI-powered tools such as Cursor and Kiro for code debugging, review, and SQL query optimization, enhancing operational efficiency and accelerating issue resolution.

Handeling production engineering teams to ensure the seamless operation of essential applications.

• Led a team of 15+ engineers in providing round-the-clock support for 20+ critical applications, ensuring 98.9% uptime and rapid issue resolution.
• Coordinated with cross-functional teams to troubleshoot and resolve complex technical issues, minimizing downtime and improving system performance.
• Developed and implemented standard operating procedures (SOPs) and best practices for incident management, reducing average resolution time by 1/2 hours.
• Conducted regular performance reviews, provided mentorship, and facilitated professional development opportunities for team members.
• Managed and prioritized support requests, ensuring timely and efficient handling of all incidents and service requests.
• Collaborated with stakeholders to define support requirements, establish SLAs, and monitor compliance, achieving a 95% satisfaction rate.
• Led root cause analysis (RCA) sessions and post-mortem reviews, implementing corrective actions to prevent recurrence of issues.
• Utilized monitoring and alerting tools to proactively identify and address potential issues before they impact users.
• Played a key role in the migration and upgrade of applications, ensuring minimal disruption to production environments.

Senior Application Support Engineer
Delhivery| Gurgaon | Apr'2017-Apr'2020

• Provided expert-level support for a suite for 25+ inhouse and outsource applications, resolving technical issues and ensuring high availability.
• Assisted in the design and implementation of monitoring solutions, improving visibility into system performance.
• Trained junior engineers on troubleshooting techniques and best practices, enhancing overall team capability.
• Worked closely with development teams to address bugs and deploy patches, contributing to a 70% reduction in incident frequency.

Documented all support activities and maintained detailed logs for future reference and audit purposes.

• Authored technical documentation and user manuals, enhancing product usability and support.

• Managing operations, Crisis Handling, Client Servicing and Service Levels enhancing
• Planning & Engineering – Layout Designing, Operations, Projects in First Mile, Line Haul & Returns for Ahmedabad & Rajkot (Gateways & Hubs)
• Sorter installation and configurations
• Have complete knowledge and handy experience with the domains like Supply Chain Management, Inbound & Outbound Logistics, Operations, Lean Process Management, Five S, Kaizen, Quality Control, project management and various problem-solving tools.

• Monitoring overall functioning of processes, identifying improvement areas & conducting process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines, specifications and standards
• Multi-tasking in relation to administrative duties such as office communication and management
• Report generation, Analysis and Documentation
• Handling AMC issue, Coordination and planning activités for inventory and service provider.

• KRA Includes: SME of Critical Complaint Management LOB, taking care of all periodic reports (Daily/Weekly/Monthly) Dashboard, Interact with Client for daily process requirements and improvements