Himanshu Kumar

• Acted as primary post-sales delivery lead, building and managing customer relationships with technical and business stakeholders while aligning cloud services to customer business priorities, account plans, and Customer Success Plans (CSPs). • Drove adoption and consumption growth by tracking usage and partnering with customers to accelerate value realization, contributing to a 13% ARR increase and 10K+ activations. • Identified and mitigated adoption, scalability, and operational blockers through data analysis and customer feedback, reducing onboarding time by 65%. • Served as Subject Matter Expert (SME) for Managed Streaming for Kafka (MSK), achieving 110%+ resolution goals while maintaining strong operational health. • Mentored 4 newly hired engineers, published 11 knowledge articles and led 3 training programs for AWS Kinesis and Kafka. • Built AI-driven operational health and troubleshooting solutions that reduced SLA loss by 25%, investigation time by 35%, reducing MTTR by 30%.

• Collaborated with Subject Matter Experts and other service engineering teams to drive production-critical customer support tickets to resolution and develop AWS internal knowledge database • Provided recommendations around multiple AWS services including Elasticsearch, Kafka, Kinesis, S3, Redshift and Step Functions throughout the customer’s AWS implementation/onboarding phases across a wide range of business scenarios • Helped AWS Business and Enterprise customers optimize serverless computing architecture and overall cloud infrastructure along with resolving intermediary issues

• Gathered business and IT requirements to design analytics solutions aligned with customer growth and operational efficiency. • Built dashboards, KPIs, and reporting pipelines to track sales funnel performance and forecasting. • Integrated multiple data sources to deliver real-time insights, reducing shipping costs by 18%. • Developed product roadmaps and customer-facing features supporting 22K+ monthly active users.

• Delivered ITIL-aligned service management and incident resolution for enterprise applications, reducing SLA breaches by 30%. • Acted as an escalation point during critical incidents, coordinating cross-functional teams to restore service and maintain customer trust. • Automated operational workflows and monitoring using scripting, improving delivery efficiency by 40% and reducing escalations by 30%.

• Provided L3 production support and go-live readiness for enterprise applications, maintaining 99.99% uptime. • Diagnosed and resolved 30+ critical infrastructure issues, minimizing customer impact and improving service reliability. • Worked in agile teams to deliver customer-facing solutions, increasing user retention by 17% and system performance by 30%.

Coursework: Cloud Computing, Predictive Analytics using SAS, Database Management Systems, IT Audit (Aligned with CISA), System Analysis and Design, Technology Innovation and Management, Statistics