Amit Kumar
Sydney,Australia
Summary
Results-driven Service Operations Analyst with over three years of experience in developing, maintaining, and troubleshooting incident management software applications. Proven expertise in providing technical support for stakeholders during device software upgrades and utilizing MobiControl for effective app testing prior to production. Skilled in leading team operations, including the development and maintenance of monitoring tools such as Grafana Panels and AWS CloudWatch, while fostering a culture of continuous improvement through automation. Recognized for enhancing incident response times and implementing platform changes that significantly boost team efficiency.
Overview
5
5
years of professional experience
Work History
SOC Analyst/Systems Analyst
Menulog Pvt. Ltd
Sydney, Australia
02.2023 - Current
- Monitor and manage large-scale production environments (24/7), proactively preventing customer-visible impact and leading high-severity incident resolution with clear stakeholder communication and accurate escalation.
- Lead end-to-end incident management processes, performing root cause analysis, impact assessment, and post-incident improvements to strengthen system reliability and business continuity.
- Develop and implement automation strategies using Python to streamline incident response, reduce manual intervention, minimize human error, and improve operational efficiency.
- Test, debug, and optimize incident management applications, adhering to performance and quality standards to ensure reliability under high-load and critical scenarios.
- Execute weekly Disaster Recovery (GWT) tests to validate platform resilience and ensure operational readiness during critical incidents.
- Designed and configured monitoring solutions using AWS CloudWatch, creating custom metrics, alarms, and dashboards to proactively detect anomalies and reduce mean time to resolution (MTTR).
- Implemented event-driven alerting workflows using AWS SNS, enabling real-time notifications and automated escalation to improve incident response efficiency.
- Developed serverless automation solutions with AWS Lambda (Python), integrating with CloudWatch and SNS to automatically remediate common production issues and reduce manual intervention.
- Built and optimized operational dashboards in Grafana using AWS CloudWatch as a data source, creating real-time visualizations of infrastructure health, application performance, and business-impact metrics.
- Created meaningful KPIs and monitoring thresholds aligned with service-level objectives (SLOs), improving system observability and reliability.
- Key Achievements:
- Developed comprehensive CloudWatch-based Grafana panels and metrics dashboards to monitor order volumes, ensuring smooth and reliable platform operation. Demonstrated proficiency in Grafana, data sources, and queries.
- Collaborated with a team member to develop a communication automation lambda application in SOCCommander. Led development, testing, and rollout of the feature, ensuring all essential contacts and user groups were informed during incidents.
- Successfully spearheaded the decommissioning of services for NZ, overseeing the shutdown of in-place alerting configurations to support seamless business closure. Strategically deprecated redundant Grafana resources, resulting in significant cost savings for the company.
- Collaboratively developed an AWX template on a sandbox environment for testing DR scenarios, enhancing team preparedness for actual incidents. Demonstrated proficiency with the Global Watch Tower tool, ensuring a secure development and testing platform before production changes.
Device Deployment Specialist
Menulog
Sydney, Australia
01.2022 - 01.2023
- Involves testing order pads and tablets to ensure they are ready for production, and this includes checking updated software installed and application is working fine as per business requirements.
- Modification in restaurant configurations to align with the specifications of the latest device versions, seamlessly integrating updated functionalities while mitigating operational disruptions, demonstrating adeptness in device provisioning and configuration management.
- Configures and provisions hardware devices while leveraging MobiControl for centralized management, enabling efficient deployment, remote troubleshooting, and security enforcement across diverse environments.
- Set up network connectivity for devices, including IP addressing, VLAN configuration, and firewall rules.
- Employing systematic troubleshooting methodologies to isolate and resolve POS-related issues, including hardware replacement, software reinstallation, or configuration adjustments.
- Collaborate with stakeholders to develop deployment plans, including scheduling, resource allocation, and logistics.
- Uninstalling software applications, wiping device data, resetting configurations and booking with TNT to retrieve the devices from the restaurant partners.
- Key Achievements:
- Successfully executed PowerShell scripts to deploy remaining bulk devices, optimizing deployment efficiency and ensuring consistent configurations across the infrastructure.
- Automated repetitive tasks such as renaming the bulk number of devices, network configurations, and system settings adjustments, significantly reducing manual intervention and human error and reduced the deployment process time.
- Develop a clear and structured escalation process outlining the steps to follow when encountering reversal situations such as hardware failures or deployment errors.
- Trained the new team member in technical tools such as MobiControl, PowerShell scripts, or any other relevant software used for device provisioning and management.
Customer Service Advisor
Menulog
Sydney, Australia
06.2021 - 12.2021
- Provided exceptional customer service, resolving issues and processing orders efficiently.
- Ensured customer satisfaction through follow-up and feedback gathering.
- Key Achievements:
- Got promoted to technical Device Support team within 6 months of joining.
Education
Master's - business and project management
APIC
Sydney, Australia03.2021
Bachelor's of Technology - Telecommunications
Kurukshetra University
Haryana, India06.2015
Skills
- Incident response
- Log analysis
- TCP and IP protocols
- Identity management
- Python programming
- Cloud security
- Problem-solving
- Attention to detail
- Incident response management
- Analytical thinking
- DDoS prevention
- Time management
- Problem-solving abilities
- Multitasking
- Effective communication
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
SOC Analyst/Systems Analyst
Menulog Pvt. Ltd
02.2023 - Current
Device Deployment Specialist
Menulog
01.2022 - 01.2023
Customer Service Advisor
Menulog
06.2021 - 12.2021
Bachelor's of Technology - Telecommunications
Kurukshetra University
Master's - business and project management
APIC