Amit Shukla

Room no. 3717s, Joya Lofts & Towers, Makati, Metro Manila, Philippines. Cell:
+63 915 624 3571
EMPLOYMENT HISTORY
Infra Team Lead

Nov 2016

Present

Cognizant Technology Solutions Philippines, Inc

Lead a team of 10, delivering 24*7 Event & Incident management services to the Customer who is one of the top
50, in the list of fortune 500 companies
Interviewing and shortlisting of prospective candidates and recommend to Client
Identification of training needs for the team members and assisting as needed
Trainings specific to the processes & procedures that are to be followed in day to day work, and improvement
opportunities possible
Supervising & Monitoring day to day operations to prevent procedural noncompliance, SLA breaches and the
consistent quality of service to the Customer
Collecting, processing and reporting metrics are required by the Customer
Establishing a quality management system in the newly build setup that is aligned to Customers expectations
and organizational requirements
Fully own and drive the major incident management related processes on behalf of Customer
Conceptualized and rove various initiatives to monitor the transition and stability of processes in the project

Key expectations of current employer:

Coach and lead the team who will deal with following monitoring tools on daily basis (Tools sustenance is a
part of Cognizants SLA/SOW with the Customer). To be able to do that, the team must be aware of
monitoring Architecture and Administration of following monitoring tools :
o SCOM
o HP SiteScope
o Zenoss
o Bigpanda (correlator and analyzer)
o Splunk
Major Incident Management & Event Management in a complex IT infrastructure environment where
SiteScope, Zenoss, SCOM & Splunk with together to generate alerts which are correlated by Bigpanda.
Trending analyzing the information
Onboarding / of boarding devices to monitoring tools
Alert management
Configuration and threshold management

Senior Associate

April 2015

Oct 2016

Cognizant Technology Solutions, Maharashtra, India

Leading a team of 10, delivering 24*7 Event & Incident management services to the Customer who is one of the
top 50, in the list of fortune 500 companies
Fully own and drive the major incident management related processes on behalf of Customer

Conceptualized and rove various initiatives to monitor the transition and stability of processes in the project

Key expectations of current employer:

End to end management of the complete operations for critical customer account (mostly high profile/high
revenue enterprise clients) deliverables/escalations at executive level.
Clear understanding of the multiple components of client service delivery, support services, professional
services, managed services. Maintain deep knowledge of continuously evolving products, services and benefits
Develop/Review Implementation Project schedules & cost/resource estimation, identification of risks and
corresponding responses, establishing quality measures and setting up milestones
Foster strong relationships with Customer Service professionals ensuring a positive and seamless resolution to
account issues, service augmentation and delivery in alignment with Customers strategy
Nurture ongoing relationships with accounts to build long-term profitability and satisfaction
Manage all client interactions with a customer-centric mindset, upholding the corporate and divisional brand

Senior Process & Quality Management Specialist

April 2007 to

March 2015

Avaya India Pvt. Ltd, Maharashtra, India

Responsibilities:
Leading a team of

12 (and an extended team of 25 folks at various locations across globe) to manage &
deliver quality programs including ISO9001 certification for the whole company, all business units across the
enterprise

Assist the Avaya Leadership on setting of offshore services delivery center, help define and streamline
processes, conceptualize, design and run campaigns of awareness to achieve defined goals
Assessing of SOW/ MLA /SLA with various stake holders

Assisting service delivery teams on lifecycle management of service delivery support

Accountable for the coordinating management of multiple related projects directing towards strategic
business and other organizational objectives

Initiating and developing realistic project plans, metrics & work and communicating with engineering, product
management, QA, operations and customers to ensure the ultimate success and acceptance of the program

Supervising regular working level meetings within business units, assisting present success stories to
current and potential customers

Coaching the business on defining and establishing the Quality Management System that includes
managing documentation detailing supplier information and contacts, initiatives, status, results & working
project documents

Identifying metrics that are not performing against the baseline standards and help devise & run the
improvement plan

Administering technical and business relationship between technical support management and product team
with respect to the knowledge transfer and supportability of new products

Developing, reviewing and documenting customer use cases and requirements for support and services
team

EDUCATION HISTORY

EPGBM(Executive Program in Global Business Management) from IIM Calcutta August 2010 to August

2011
PGDIT (Post Grad. In IT) from Symbiosis Centre of Distance Learning Pune, July 2008 to July 2010.
(month/year)
Bachelor of Information Technology from IGNOU University June, 2006