Amit Bhanja

Strategic Account Management & Revenue Preservation: Current high-value premium account portfolio in AMERICAS including Wells Fargo and Trimont Real Estates representing multi Million $ in ACV for Cisco Systems. Previously managed high-value premium including HSBC, Citibank, Standard Bank of South Africa and TP ICAP representing million $ value in ACV in EMEA/APAC for Cisco Systems - Achieving 0% customer churn and maintaining 100% promoters (zero detractors/passives) across the entire portfolio.
Cross-Functional Collaboration with Escalation & Incident Management: Lead end-to-end incident response and escalation management for AppDynamics SaaS platform outages, partnered with Engineering, SRE, Account, Product and Sales Teams to successfully resolve high stakes critical escalations and supporting critical platform maintenances over the past year, consistently organizing and delivering high-quality Root Cause Analysis (RCA) reports.

Driving Executive Alignment & Strategic Reviews: Spearhead and deliver continuous, high-impact Monthly and Quarterly Service Reviews (MSRs/QSRs) to Clinet Senior leadership and stakeholders, translating complex technical health metrics into strategic action items.

Proactive Platform Advisory & Automated Reporting: Serve as a trusted advisor to Wells Fargo on license utilization, bug/ defect mitigation, upcoming product features in partnership with Account team and proactive risk assessment with Engineering team. In addition, automated weekly vital SaaS Platform & KPI reports to provide proactive platform visibility thereby reducing potential performance related risks.

Operational Excellence & Automation: Spearhead internal process improvements for AppDynamics Premium team by authoring comprehensive Business Requirement Documents (BRDs) for two major automation initiatives which are currently live:
• SaaS Platform Limit Monitoring: Automated the proactive review of SaaS platform limits with direct JIRA ticket creation, significantly reducing manual overhead and significantly reducing support tickets creation and client escalations.
• RCA Tracking Automation: Streamlined the tracking of SaaS platform incidents in Cisco CSONE tool and RCA delivery timelines via JIRA, eliminating human oversight and reducing risk of delays.

• Partnered with global business stakeholders to gather requirements, plan execution, and coordinate delivery of digital initiatives across US, EU and APAC web platforms.
• Served as process owner for platform upgrade and maintenance initiatives, coordinating across business stakeholders, IT vendor and development teams to support execution readiness.
• Built and automated reports for digital stakeholders using Adobe Analytics, improving visibility into operational and performance metrics.
• Supported SLA-aligned incident management and contributed to process optimization and audit readiness.

• Served as the technical lead for supporting the platform hosting mission-critical website www.fireeye.com
• Designed and delivered a key proof of concept for AppDynamics-based platform performance monitoring, connecting technical monitoring with operational insight which was later finalized as the application monitoring tool.
• Collaborated closely with internal stakeholders including business analysts, product , marketing, and business stakeholders to resolve urgent platform issues and support launches for newly delivered websites.
• Acted as scrum master in an agile environment, helping maintain delivery rhythm and team coordination.

• Served as a Systems Analyst to support the enterprise web application post-go-live including defect fix and performance improvement initiatives.
• Collaborated across cross-functional teams in agile environments to deliver reliable customer and business outcomes.

• Collaborated with cross-functional teams to support multiple enterprise-level web applications for Wipro's fortune customers starting from design until implementation.
• Designed and created components for multiple web-based e-commerce platforms by MVC frameworks using IBM's Websphere suite.
• Lead efforts to optimize application performance leading to improvement in response time for mission critical websites for customers.