Amit Kulkarni

• Head of Experience Reporting and Analysis
• Demonstrated proficient leadership skills to motivate employees and build competent teams.
• Collaborated with senior management to develop strategic initiatives and long term goals.
• Identified opportunities to improve business process flows and productivity.
• Driving initiative to improve End User Experience across End User Computing BUs
• Established and matured Governance model for identifying key pain areas within EUC departments and offering consultancy to improve User Experience
• Incident reduction within EUC by identifying top products causing inflow and recommending solutions to fix them
• Improved of Device Availability and Stability with help of Systrack & Tanium Reports and built a robust model to highlight issues with virtual infrastructure capacity management and recommended solutions to improve system health score; accomplished an enhancement in User Experience with better system performance
• Directing Data Science AI/ML architecture to automate reporting process
• As Global Head Reporting and Analytics covering automation and promoting self-service for BAU reporting, proactive analysis of issues and challenges within EUC business Unit, and recommending solutions to stakeholders for remediation
• Heading the Matrix Management for Problem Management & Change Management teams to ensure compliance & governance stability resulting in improving the User Experience through reducing outages and user-facing issues
• Enabling team to analyze massive sets of data, generate powerful insights, and create data products that directly impact company’s daily decisions on growth, retention, revenue, operational efficiencies and End User Experience
• Setting vision, creating a roadmap, and maintaining in infrastructure-team-process
• Building culture and mission to attract best team possible
• Continuously refining set of priorities for a team of Data Scientists, Data Engineers, and Analytics Managers
• Applying quantitative analysis, data mining, and presentation of data to guide and steer the team's efforts to convey key product trends and opportunities
• Ensuring successful delivery of emerging data solutions; providing advisory services around data frameworks, governance, and quality
• Translating reporting requirements into scope and delivery strategy for the subject area
• Ensuring that the Project Delivery Team structure was adequate and enforced compliance, best practices, approach & direction for the technical aspects of the organization's practice; providing technical guidance to 12 team members for using tools like SAP Business Objects, Tableau, and Microsoft PowerBI
• Established the Predictive Reporting process from scratch; grew the team from 1 CWR to 12 FTE within 2.5 years and achieved positive organic growth
• Using Agile Framework, implemented JIRA & Confluence, benefited the organization for request fulfillment/ and provided an overview about the cost center
• Led the Promotion Panel at India for two years and ensured deserving candidates received a promotion to the next level and contribute to organization growth
• Pioneered the Global RFP as technology lead to identify vendor and end-user devices with the 5-year projection of performance and sustainability
• Credited for driving a team of specialists to identify opportunities for Service improvement under Reporting & Analytics Team; saved efforts for analysts through process improvement
• Accomplished a saving of ~11000 Euros within 6 months through process improvement and clearing of backlog incidents
• Achieved 6 FTE saving annually with report automation and channelized the efficiency to acquire more responsibilities from the business without adding more resources
• Piloted the contact reduction initiative for the Service desk to reduce number of end-user contacts with the Service Desk
• Planned the solution with external consultants, prepared the report, and post the presentation to management, implemented the solution with other towers and vendors

• Drove the People Management as Location lead for 145 First-level Support Analysts; delivered the coverage across APAC, EMEA & AMER regions 24x7
• Accomplished the process improvement to reduce the time to onboard new joiners, saving 5 business days / INR 15k per joiner
• Led the trend /data analysis for incident tickets, utilized to reduce the creation of tickets by ~20%
• Directed the EUS Escalation Management Team, for services provided by EUS support team members across APAC, EMEA & AMER
• Guided a team of specialists to identify opportunities for service improvement under Values Stream and save efforts for the analysts through process improvement
• Recognized with multiple appreciations from senior management for excellent Mission Control Management and communication during outages

• Successfully established a new Service Desk for a business line in the organization
• Streamlined the IT service management & continuous service improvement methodologies resulting in improving the focus on functional expertise & delivery of business-critical services and ensured cost saving & business growth
• Formulated the strategy, governance process, and operational processes in line with the organizational goals & objectives
• Administered the SLA / KPI and established 24X7 handover mechanism, mandatory escalation metric & delivery support based on ITIL & CMMI methodologies

• Headed the development & implementation of Data Centre Lifecycle Management Process for the customer of UK location which was approved for the rest of the EU by the customer
• As Operations Manager – CIS
• Acted as an Environment Delivery Manager, for UK based bank, created processes, requirement templates, communication process, reservation processes for ensuring availability of test environment, for application development/testing
• Drove a team of 40 members, for a project for a Swiss major bank, providing offshore support, setting up service desk function with IVR capability
• Planned processes/workflows for call management process, reporting, hand-off through different teams
• Led & implemented 2 Six Sigma Green Belt Projects by ensuring resource utilization, optimization & reduction in incident volume
• Mentored a team of 130+ resources split across onsite & offshore locations

Feb’09-Jun’15: Operations Manager – CIS, Pune, India

Jun’15-Jun’16: Service Delivery Manager, London, UK

Jun’16-Sep’16: Service Delivery Manager, Pune, India

• Analyzed impacts of regulatory changes on operations and developed mitigation plans.
• Provided strategic analysis for manufacturing life cycles, technologies, process validations and robustness.
• Communicated all capacity, sourcing and technology gaps with upper management.
• Trained and developed department leaders and management staff for specific projects and ongoing operational needs.

Significant Achievements:

• Headed the development & implementation of Data Centre Lifecycle Management Process for the customer of UK location which was approved for the rest of the EU by the customer
• Responsible as onsite head for UK & Europe region for the customer managing Recruitment and People Management tasks, Data center migration, Application integration as per Global standards, defining Infrastructure strategies

As Operations Manager – CIS

· Acted as an Environment Delivery Manager, for UK based bank, created processes, requirement templates, communication process, reservation processes for ensuring availability of test environment, for application development/testing

· Drove a team of 40 members, for a project for a Swiss major bank, providing offshore support, setting up service desk function with IVR capability

· Planned processes/workflows for call management process, reporting, hand-off through different teams

· Led & implemented 2 Six Sigma Green Belt Projects by ensuring resource utilization, optimization & reduction in incident volume

· Mentored a team of 130+ resources split across onsite & offshore locations