Triven Kumar K
Hyderabad
Summary
Dynamic and results-driven professional with extensive experience at Milestone Technologies Inc., excelling in incident management and team leadership. Proficient in AWS and networking, I consistently enhance operational efficiency while fostering collaboration. Recognized for achieving SLA compliance and driving customer satisfaction through effective problem-solving and strategic communication.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager
Milestone Technologies Inc.
12.2023 - Current
- As a team, we act as the primary Point of Contact (POC) to triage live site incidents for commerce; including Microsoft Azure, Xbox
- We partner closely with engineering teams and other key partners to assist in mitigating issues owned by various groups
- As part of the project, our goal is to provide 24/7 global support year-round by investigating and escalating any live site issue to guarantee the best customer experience on all Microsoft, triage every incident, request, and route it to respective teams
- To ensure and maintain Knowledge Management compliance, SLA compliance, KPI Metrics
- Team Size: 25
Team Lead
Milestone Technologies Inc.
07.2021 - 09.2023
- As a team, we act as the primary Point of Contact (POC) to triage live site incidents for digital stores; including Microsoft Store Online, Xbox Store, Microsoft.com, and Windows Store
- We partner closely with engineering teams and other key partners to assist in mitigating issues owned by various groups
- As part of the project, our goal is to provide 24/7 global support year-round by investigating and escalating any live site issue to guarantee the best customer experience on all our Microsoft digital stores, triage every incident, request, and route it to respective teams
- To ensure and maintain Knowledge Management compliance, SLA compliance, KPI Metrics
- Team Size: 20
Team Lead
Cognizant Technology Services
01.2020 - 07.2021
- To maintain and adhere to KPI, SLA committed to the client and manage L1.5 team who handles incident management, Access management and TrackWise application
- To provision access to user for applications that are being used by Novartis for clinical, manufacture and quality-based applications
- As part of the project, day to day activities include handling MIM calls and handling User Access management (UAM) request, to be first point of contact for application issues related to Novartis and triage every incident, request and route it to respective teams
- To ensure team is adhering Knowledge Management compliance, SLA compliance, KPI Metrics
- Team Size: 35
Project Coordinator
Cognizant Technology Services
09.2018 - 08.2019
- As part of network change, playing a project coordinator role for all the Network Migration across client regions
- To be part of project Management team and be as a project coordinator to work on the NaaS (Network as a Service) project
- To handle migrations calls and be a part of cut-overs and assist the support teams to achieve the desired results
- Team Size: 20
Team Lead
Cognizant Technology Services
11.2017 - 07.2018
- To handle a team of incident managers and BCM to provide services to UBS AG
- To handle a team of incident Managers and BCM and work on incidents which are related to UBS environment and make sure business works without any disturbance or disruptions to the infrastructure
- Team Size: 25
Associate Operations Manager
Cognizant Technology Services
11.2014 - 09.2017
- To maintain and support attendance tracking tool – Telliris a centralized environment which covers nearly 15 servers from 2 data centers and helps to track a record of around 125,000 employees in Kaiser Permanente
- Team Size: 20
Tech Lead
Cognizant Technology Services
11.2010 - 11.2014
- To handle incidents which is related to UBS environment and make sure business works without any disturbance or disruptions to the infrastructure
- Team Size: 20
Tech Service
Sutherland Global Services
02.2009 - 12.2009
- To support the Norton product and make sure the product is working error free and to provide support to customers if needed
- Team Size: 15
Education
Master’s Program - Business Administration in Network Management
ISBM
Bachelor of Science -
Andhra University
Skills
- Windows 98
- Windows XP
- Windows 2000
- Windows 2003
- Linux
- Networking
- Ethical Hacking
- System Administration
- AWS
- Cisco IOS
Certification
- CCNA Certified
- AFCEH from Ankit Fadia (Ethical Hacker)
- ITIL V3 Certified
Timeline
Manager
Milestone Technologies Inc.
12.2023 - Current
Team Lead
Milestone Technologies Inc.
07.2021 - 09.2023
Team Lead
Cognizant Technology Services
01.2020 - 07.2021
Project Coordinator
Cognizant Technology Services
09.2018 - 08.2019
Team Lead
Cognizant Technology Services
11.2017 - 07.2018
Associate Operations Manager
Cognizant Technology Services
11.2014 - 09.2017
Tech Lead
Cognizant Technology Services
11.2010 - 11.2014
Tech Service
Sutherland Global Services
02.2009 - 12.2009
Master’s Program - Business Administration in Network Management
ISBM
Bachelor of Science -
Andhra University
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