AMAR KULKARNI
Pune
Summary
Result-driven IT manager with 25 years of experience in the service sector, specializing in Managed Services, end-user support, and production IT. Proven ability to implement process improvement, standardize procedures, and manage cross-functional teams to meet business objectives. Adept at leveraging data analytics, automation, and ITIL best practices to enhance efficiency and customer satisfaction
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Service Delivery Manager – Technical
Hitachi Systems India Pvt. Ltd.
Pune
11.2023 - 03.2025
- Spearheaded a team of 50 professionals from various verticals, including Datacenter, Linux, Windows, Network Security and Manufacturing.
- Led process improvement initiatives to boost operational efficiency, attaining targeted SLAS and objectives.
- Lead diverse teams in cross-functional projects.
- Streamlined workflows for incident, problem, and change management by implementing ITIL methodologies.
- Evaluated critical metrics to enhance data-informed decisions.
- Ensured customer satisfaction through effective collaboration with clients and stakeholders.
- Utilized automation to enhance efficiency by minimizing repetitive activities.
- Coordinated team setup and stakeholder engagement for successful project execution.
- Optimized operational costs through targeted process transformations.
- Implemented educational programs focusing on ITIL best practices for team development.
- Conducted thorough compliance assessments, securing adherence to internal policies.
- Collaborated with vendors to ensure service excellence.
Manager IT - End User Services
Sandvik Mining and Rock Tool Technology India Pvt. Ltd.
Pune
02.2022 - 11.2023
- Directed comprehensive planning and structuring of IT Service Delivery frameworks, ensuring seamless collaboration with vertical leads.
- Controlled corrective actions using problem management methodologies.
- Established cross-functional processes to enhance management and resolution of operational issues across IT systems.
- Conducted incident analysis to devise corrective actions for recurring issues.
- Ensured end-to-end, cross-functional coordination and management of issues, facilitating effective incident governance.
- Led the development of suitable workarounds, and conducted in-depth root cause analysis to prevent future occurrences of problems and events in the IT environment.
- Managed the governance of incident handling, with a special focus on impacting incidents and those affecting external clients
- Tracked, improved, monitored, and reported on KPIs measuring the effectiveness of the major incident management process
- Liaised with vendors to establish and review set KPIs on a monthly basis
- Reviewed and adjusted access management rights as per IT audit reports to ensure compliance
- Took responsibility for IT asset procurement, replacement, and Financial Asset Disposal Authorization (FADA)
- Conducted trainings as per business requirements, particularly focused on security and Microsoft product trainings
- Collaborated with cross-functional teams to provide statutory details on IT assets capitalization, FADA, and monthly/yearly audit reports
- Nominated and managed resources to work and execute service delivery-related projects
- Successfully provided comprehensive end-user support to the Sandvik Business area, which includes Sandvik Mining and Rock Tools India Pvt
- Ltd., Sandvik Machining Solutions (Sandvik Cormorant India Pvt Ltd, Dormer Pramet Tools India Pvt Ltd, Walter Tools India Pvt
- Ltd.)
- Implemented a new incident response protocol that reduced resolution time by 10% and improved overall service delivery efficiency
Project Manager
ACCEL IT Services
Pune
02.2020 - 01.2022
- Provided clear direction, supervision, and effective leadership to the APAC Service Desk, ensuring smooth operations and high-quality support delivery
- Spearheaded the enhancement of end-user computing experience and successfully drove the implementation of a strategic roadmap to optimize user productivity
- Maintained awareness of industry trends and leveraged insights to recommend innovative solutions for improving end-user experience and productivity
- Mentored team members to enhance individual performance by identifying skill gaps and facilitating targeted training sessions, resulting in improved team competency
- Facilitated efficient team collaboration through hosting regular meetings, managing tasks, estimating costs, and ensuring adherence to project timelines and resource allocations for IT projects
- Monitored and upheld appropriate Service Levels (SLAs) for all IT support requests, ensuring prompt and efficient resolution of technical issues
- Led hardware and software license management, ensuring compliance with support agreements and optimizing resource allocation
- Assisted team members in effectively resolving technical issues faced by enterprise users, contributing to enhanced operational efficiency
- Managed capital and operational expense budgets for the IT department, optimizing resource allocation and ensuring financial efficiency
- Successfully tracked and managed all IT inventory and assets, ensuring accurate record-keeping and efficient asset utilization
- Played a key role as a member of the Global IT Team in managing major incidents, contributing to swift and effective resolution
- Uphold IT security standards as per company policy, ensuring the protection of organizational data and systems
- Drove site IT governance initiatives, ensuring alignment with organizational objectives and compliance with regulatory requirements
- Actively participated in strategic and cross-departmental initiatives, contributing to the advancement of organizational growth missions and operational effectiveness
- Contributed to the development of IT strategy, formulation of IT policies, fostering innovation, and maintaining positive stakeholder relations
Senior Service Desk Analyst
Seco Tools India Pvt. Ltd.
Pune
08.2008 - 01.2020
- Ensured adherence to corporate security policies and procedures, safeguarding company data and infrastructure
- Develop IT plan to align with objectives and strategic goals
- Managed infrastructure tasks, including network, telecommunications, software, and hardware
- Oversaw IT service requests and approved relevant projects for seamless execution
- Ensured efficient allocation of IT resources while maintaining budget compliance
- Assessed user requirements to align IT solutions with business objectives
- Facilitated cross-regional collaboration across APAC and Europe
- Provided high-level technical support for Lotus Domino across the APAC region
- Led and mentored helpdesk operations at the APAC level, improving response efficiency
- Administered user accounts for CRM, Office 365, and Lotus Notes within APAC
- Managed system upgrades to enhance performance and reliability
- Ensured compliance with software licensing laws and ITIL guidelines
- Implemented solutions in line with organizational IT standards
- Handled procurement of technology products to support operational continuity
- Managed the full asset lifecycle for laptops, mobile devices, and wireless equipment
- Ensured IT audit documentation adhered to regulatory requirements
- Administered and maintained Lotus Domino systems across the Asia Pacific
- Monitored and optimized Lotus Notes Server stability and availability
- Led messaging system maintenance, improving functionality for Lotus Notes workflows
- Maintained up-to-date certification for secure user authentication
- Delivered technical assistance for maintaining aLotus Notes-driven CRM system.
- Provided enterprise-level support for database deployment and replication tasks
- Ensured adherence to service procedures and timely resolution of reported incidents
Lotus Notes Administrator
Thermax Limited
Pune
05.2006 - 08.2008
- Oversaw the maintenance and optimization of Lotus Notes applications and templates
- Played a pivotal role in daily administration, analysis, troubleshooting & monitoring of 900 users on 5 Domino servers
- Essayed a key role in daily monitoring of critical server tasks, analysis and problem resolution of miscellaneous mail routing events
- Registered new notes users, Group Creations & Grant Database view rights for users in ACL of the mail file
- Successfully migrated new organizational IDs as per the locations & divisions of users
- Established Scheduled Replication Process for different databases of Lotus Notes at different locations & check logs for replication
- Instrumental in implementing solutions as a part of the Tweaking Servers Process to maximize efficiency & resolve low availability index issues on mail servers
- Coordinated with Notes Development Team for validating database before making database live grant ACLs
- Successfully implemented Domino migration from 6.0 to 7.0.1
- Coordinating with Technical Helpdesk Engineers to provide support and resolutions for E-Mail and Notes application problems
Education
B.E. - Electronics
Dnyaneshwar Vidyapeeth
PuneDiploma in Electronics -
Dnyaneshwar Vidyapeeth
PuneHigh School Diploma -
Jana Prabodhini Navnagar Vidyalaya
PuneSkills
- IT Strategic Development
- Process optimization
- Service Management Proficiency
- Metrics Evaluation
- Quality Improvement
- End User Support Expertise
- Vendor Relationship Management
- Risk Management
- Process Automation Skills
Languages
- English
- Hindi
- Marathi
Personal Information
- Passport Number: Z6942976
- Date of Birth: 02/07/78
Certification
- ITIL® Expert Certificate in IT Service Management, Effective date: 18 Apr 2020, Certificate number: GR761012053AK
- CERTIFIED ISO 27001: 2013 LEAD AUDITOR, Certificate ID: 21971, Issued date: 29-08-2021
- PRINCE2® Practitioner Certificate in Project Management, Effective date: 20 Jan 2021, Certificate number: 9980026401409621
- EXIN SIAM™ Professional, Issued date: 15 February 2025
References
References available upon request.
Timeline
Senior Service Delivery Manager – Technical
Hitachi Systems India Pvt. Ltd.
11.2023 - 03.2025
Manager IT - End User Services
Sandvik Mining and Rock Tool Technology India Pvt. Ltd.
02.2022 - 11.2023
Project Manager
ACCEL IT Services
02.2020 - 01.2022
Senior Service Desk Analyst
Seco Tools India Pvt. Ltd.
08.2008 - 01.2020
Lotus Notes Administrator
Thermax Limited
05.2006 - 08.2008
B.E. - Electronics
Dnyaneshwar Vidyapeeth
Diploma in Electronics -
Dnyaneshwar Vidyapeeth
High School Diploma -
Jana Prabodhini Navnagar Vidyalaya
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