Amar Satyanarayana

I oversee incident/problem resolution and change implementation in Consumer Finance to ensure high service quality and minimal disruption. I manage software licenses, build vendor relationships, and negotiate contracts to enhance service delivery and cost efficiency. Additionally, I generate performance reports, conduct financial billing reviews, and facilitate governance meetings to drive continuous service improvement and compliance.

I led the Global Problem Management process, delivering detailed incident summaries to leadership while ensuring quality and maintaining updated causal maps. I collaborated with stakeholders and vendors to implement targeted analysis and problem-solving frameworks. Advocating for analytical tools like run charts and cause-and-effect diagrams, I partnered with Engineering Managers to improve service reliability. My expertise spans Waterfall and Agile methodologies, risk definition, and process enhancements in JIRA and ServiceNow. Additionally, I performed trend analysis and produced KPIs and operational reports to facilitate informed decision-making.

I led the Problem Management process, reviewing PMR reports for critical incidents and conducting data analysis to identify root causes and trends. Collaborating with the Major Incident Management team, I oversaw Root Cause Analysis and performed periodic trend analyses. Additionally, I generated KPI and operational reports to inform strategic improvements.

As a process expert, I managed the end-to-end resolution of critical and high-priority incidents, identifying root causes, and creating executive summaries and closure documents. I advocated for quality initiatives, handled escalations, and facilitated knowledge-sharing sessions. Additionally, I conducted trend analyses to identify key issues and generated operational and KPI reports. I also delivered executive presentations on high-profile incidents.

I led a team of critical incidents and problems managers, serving as the single point of contact (SPOC) for SLA-breached incidents and hosting Major Incident and Problem Management review meetings. I conducted thorough audits of critical incident reports and managed the team roster, ensuring oversight of all activities. Additionally, I facilitated communication and resolution efforts through technical and management bridges.

I managed the end-to-end incident lifecycle and led Service Desk engineers as the single point of contact (SPOC) for escalations. I collaborated with Problem and Change Management teams, producing KPI reports, while ensuring timely resolution of daily incidents to maintain service continuity.

I managed incident management and lifecycle processes while serving as a backup for Service Desk operations. Additionally, I updated knowledge base articles to ensure the team had accurate and accessible information.