Kanak Kumar Kabra

Experience

• 

  CGI

  Sept 2007 - Oct 2011

  Software Engineer

  Involved in analyzing the requirements of enhancements of the existing customized application along with fixing the bugs in the existing customized application. I was also handling a team of 3 remedy professionals who are involved in accomplishment of user service requests for clients.Also involved in installation and administration of BMC Remedy Application.

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  Accenture

  Oct 2011 - Nov 2014

  Senior Software Engineer

  - Installation, implementation and development of Remedy System (ARS 8.1, 7.6) including applications within the ITSM Suite- Design, Build and Upload of Remedy Foundation Data. - Configuration of Service Level Targets for different applications.- Development and enhancement of existing Remedy implementation. Including enhancements to existing functionality enabled to facilitate customer business workflow and rules.- Configuration for Knowledge management module.- Identification and remedial action for errors on the BMC Remedy applicationReference Data Updates.- Participating in Testing Cycles such as assembly test and product test by documenting and executing test scripts Show less

• 

  Wipro

  Nov 2014 - Sept 2022

  Responsible for automation deployment (including identification of automation opportunities, design and implementation of relevant automation solutions) for data center, cloud and workplace services. Managing implementation and BAU of automation tools.• Closely coordinate with customer stakeholders and account teams for requirement gathering and analysis.• Utilize multiple ways to identify automation opportunities e.g. ticket analysis, problem identification, discussions with customer and support teams. • Propose automation opportunities to customer / stakeholders.• Manage aspects related to requirements, security, benefit realization & projections to leadership and customer stakeholders.• Utilize available automation tools and integrate with other applications for improving automation.• Managed implementation of various automation using Nexthink, Tanium and Orchestrator which resulted in huge reduction in incident volume, automation of request fulfillment and incident resolution, and reduction in MTTR.Tools Used: Wipro Holmes Orchestrator, Nexthink, Tanium, Holmes Chat, Holmes Classifier, Azure DevOps, ServiceNow Show less Technical Consultant for BMC Remedy and ServiceNow customizations• Worked as a technical consultant for Remedy SRM and ITSM modules. • Led a team of resources responsible for creation / modifications of complex SR forms and customizations.• Worked on implementation of PoCs on ServiceNow incident, change and service catalogs.• Worked on enhancements / troubleshooting on BMC Remedy.• Worked on creation / modifications of advanced interface forms (AIF) complex SR forms and customizations.Value Delivered:• Designed and developed complex forms for customer• Built a team of resources from scratch• Maintained high customer satisfaction which resulted in additional work from customer Show less

  • Automation Account Owner, Automation Lead

    Mar 2018 - Sept 2022

  • Technical Lead

    Nov 2014 - Mar 2018
• 

  LTIMindtree

  Sept 2022 - now

  Portfolio Automation Lead

  Responsible for automation improvement for a portfolio consisting of multiple accounts in application support, application development and infrastructure support (including opportunities identification, solution implementation and customer engagement).• Utilize various ways to identify automation opportunities in application development, application maintenance and infrastructure areas.• Propose automation solutions in the areas of AI-ML, Generative AI, Orchestration, RPA and standalone scripts based on feasibility and tool availability.• Closely coordinate with accounts’ stakeholders, account teams and customer to generate ideas and implement solutions.• Work towards achieving the targets set by customer & organization, and showcase progress to stakeholders on regular intervals.• Propose, implement and utilize various in-house solutions for client environments to provide benefits to customer in lesser cost.• Manage implementation of various tools and point solutions for improving automation and reducing incoming ticket volume.Value Delivered:• Reduced tickets handled by account team for a major manufacturing client by more than10% through various solutions for ticket reductions and automation.• Achieved organizational targets o manual effort reductions for all the accounts (effort reduction of 45 FTEs / year). Show less