Amit Prasad

Amit Prasad

Senior Technical Specialist

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location of Amit PrasadBengaluru, Karnataka, India

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  • Timeline

  • About me

    Program Manager @ Cognizant | Google Cloud Platform

  • Education

    • Narsee Monjee Institute of Management Studies (NMIMS) Navi Mumbai

      2022 - 2024
      Master of Business Administration - MBA Information Technology Service Management
    • University of Calcutta

      2010 - 2013
      Bachelor of Commerce - BCom Accounting and Finance
  • Experience

    • Wipro Limited

      Aug 2013 - Jul 2015
      Senior Technical Specialist
    • BT

      Aug 2015 - Oct 2023
      Project Manager
    • Cognizant

      Dec 2023 - now
      Program Manager - Google Cloud Support

      ● Monitor the queue and troubleshoot and perform troubleshooting tickets in order to assist Cloud Partner Advisors● Manage tickets related to Premium Partners from the Cloud Partner Support domain● Incident management support (P0/P1) including identifying, triaging, escalating and collaborating with cross functional teams.● Identify trends and root cause analysis for issues and liaise with the respective stakeholders for resolution.● Auditing processed transactions to measure accuracy.● Create and present weekly & quarterly insights with client cross functional teams● Work on automations and process improvements using historical data● Facilitate trainings & ramping of team members on new product / feature launches● Creating and maintaining documentation on cases, guidelines, and policies● Review existing processes and identify opportunities for process improvement through data analysis, stakeholder collaboration, and observation.● Resolution of support requests in areas such as: user management and security, data management, incidents/bugs, email-to-case, workflow/approval flow updates, reports/dashboards● Development of knowledge, articles and end-user training guides for new feature releases● Maintain service level agreements and high customer satisfaction scores● Provide recommendation for process redesign.● Design tool functioning to work within the Google environment that will optimize processes.● Keep application / product owners informed about system functionality and issues● Prioritize and respond to all user requests that come into the Vector cases system and make sure all requests are handled correctly within defined SLA’s.● Help desk support with multiple stages of framework like Finance administration, partner program management, program administration & deal processing Show less

  • Licenses & Certifications