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Himaja Pamidimukkala

@himajapamidimukkala

IT Operations professional at Grid Dynamics managing major incidents and service delivery for client platform infrastructures.

India

Message

At Grid Dynamics, I manage service delivery and monitoring for client platform infrastructures, track critical service metrics, and oversee alert-to-incident workflows using ServiceNow and JIRA.

I lead tactical restoration efforts for escalated incidents, coordinate cross-functional engineering teams during peak traffic events, and write post-incident reviews and root-cause analyses.

At Amazon Seller Services Private Limited, I served as the daily shift commander for a Fulfilment Center IT Hub and as Incident Commander for P1/P2 infrastructure outages. I also managed shift coverage, ITIL change compliance, site IT budgets, and vendor engagements.

Earlier, I supported infrastructure at Optum Global Solutions, Can Do Solutions, and Koti Concepts, and worked as a Developer Trainee at Supreme Net soft Private Limited on an Asset Management System. I hold Google Cloud Certified: Cloud Digital Leader and Cisco Certified Network Associate (CCNA): Routing & Switching certifications.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Analyst

Current

Grid Dynamics

Apr 2025 - Present (1 year 6 months)

Direct operational stability and service delivery for client platform infrastructures during scheduled shifts. Manage system alerts via ServiceNow and JIRA, lead incident resolution, and author Post-Incident Reviews and RCAs.

ServiceNow Jira Incident Management SLA Compliance Monitoring PIR RCA

IT Engineer L3 — Operations & Command Center Leader

Amazon Seller Services Private Limited

Jun 2021 - Apr 2025 (3 years 10 months)

Acted as daily operational shift commander for a major Fulfilment Center IT Hub, leading L1/L2 engineers. Served as primary Incident Commander for P1/P2 outages, managed IT budget, and enforced ITIL standards.

Major Incident Management ITIL Cisco 9300 9500 Cisco ASA Cisco ASR PagerDuty ServiceNow Budget Management Vendor Management

IT Service Analyst

Optum Global Solutions

Oct 2020 - Jun 2021 (8 months)

Provided Tier 2 infrastructure support for remote access issues via Cisco AnyConnect VPN, Citrix, and VMware Horizon. Managed ticket lifecycles and provided technical leadership for incident resolution.

Cisco AnyConnect Citrix VMWare Horizon Incident Management Ticketing Systems

L1 Network Engineer

Can Do Solutions

Jan 2018 - May 2019 (1 year 4 months)

Installed and managed localised domain network architectures including Active Directory, DNS, and DHCP. Provided technical guidance to field engineers during site setups.

Active Directory DNS DHCP Network Configuration

Developer Trainee

Supreme Net soft Private Limited

Jul 2017 - Nov 2017 (4 months)

Worked on Asset Management System web application, tracking and recording asset transactions, and implementing admin permissions and data correction mechanisms.

HTML ASP.NET DBMS

Network Administrator

Koti Concepts

Jul 2015 - Apr 2017 (1 year 9 months)

Installed operating systems, configured DNS, Active Directory, DHCP, and Exchange Server 2007. Managed user accounts and provided technical support.

Windows Server Active Directory DNS DHCP Exchange Server Outlook

Education

Degrees, certifications, and relevant coursework

Vijaya Institute of Technology for Women

Bachelor of Technology, Electronics & Communication Engineering

Grade: 68.4%

Bachelor of Technology in Electronics & Communication Engineering from Vijaya Institute of Technology for Women, JNTUK, passed out in 2014 with 68.4%.

Krishnaveni Polytechnic College for Women

Diploma, Electronics & Communication Engineering

Grade: 80%

Diploma in Electronics & Communication Engineering from Krishnaveni Polytechnic College for Women, State Board of Technical Education Vijayawada, passed out in 2011 with 80%.