Amit Kurhade
Mumbai
Summary
Results-driven Incident Manager with expertise in problem resolution, SLA management, and process improvement. Proven track record in driving operational excellence and ensuring compliance across critical banking systems.
Overview
20
20
years of professional experience
6
6
Certifications
Work History
PMO Coordinator
IDFC FIRST Bank
Mumbai
01.2024 - Current
- Coordinated project schedules and resource allocation across various departments.
- Facilitated communication between stakeholders and project teams for effective collaboration.
- Assisted in developing project documentation and maintaining updated records.
- Monitored project progress and identified potential risks for timely intervention.
- Organized meetings, prepared agendas, and documented meeting minutes for clarity.
- Maintained a repository of documents related to project management activities.
- Supported senior staff members in developing detailed plans for upcoming initiatives.
- Created, tracked and reported on project plans, risks and issues.
- Conducted regular reviews with stakeholders to ensure that projects remain within scope, budget and timeline constraints.
Incident Manager
IDFC FIRST Bank
02.2016 - 12.2023
- Led incident management for banking applications as single point of contact.
- Supervised round-the-clock service desk operations dedicated to banking systems.
- Controlled all incidents and service requests from initiation to resolution.
- Facilitated issue resolution by empowering team members for success.
- Executed timely communication regarding outages via major incident management framework.
- Drove identification and mitigation of process gaps within the organization.
- Compiled and shared periodic management reports consistently.
- Ensured strict adherence to SLA requirements across services.
Service Desk Team Lead
Tata consultancy Ltd (erstwhile CMC LTD)
Mumbai
03.2015 - 02.2016
- Mentored and trained team members and new hires to enhance skill development.
- Prepared and shared daily, weekly, and monthly status reports on Service Desk progress with senior management.
- Published Quality & Training dashboard weekly and daily to track performance metrics.
- Monitored SLA adherence to ensure compliance with service standards.
Field Operations Manager
CMC LTD
Mumbai
11.2011 - 03.2015
- Oversaw field operations across 19 states and 1570 stores nationwide.
- Managed a team of 15 regional coordinators and 230 field engineers to enhance performance.
- Executed asset inventory collection and collation processes at a PAN India level.
- Developed and tracked preventive maintenance activities for all locations across India.
- Monitored SLA compliance for field calls in collaboration with regional coordinators.
- Prepared management information system reports to support decision-making.
- Served as IT single point of contact for business-critical incidents.
Field Operation Lead
Omnitech InfoSolutions Ltd.
Mumbai
01.2010 - 11.2011
- Managed field operations across 19 states and 1,570 stores nationwide.
- Oversaw a team of 15 regional coordinators and 230 field engineers.
- Executed asset inventory collection and collation at a PAN India level.
- Coordinated preventive maintenance activities, ensuring timely execution and tracking.
- Tracked service level agreements for field calls with regional coordinators.
- Prepared management information system reports to support decision-making.
- Served as IT point of contact for business teams on critical incidents.
IT Helpdesk Coordinator
Embee Software Pvt. Ltd.
Mumbai
05.2009 - 01.2010
- Assigned and scheduled calls for engineers based on client portal requests.
- Classified and categorized calls by performing ticket analysis.
- Handled escalations for calls across PAN India, covering 15 states and 1,040 retail stores.
- Communicated call details and updates to management and principal support personnel.
- Oversaw daily pending calls according to dependency requirements.
- Prepared daily call reports to summarize activities and performance.
- Tracked and drove field call service level agreements (SLAs).
- Logged and monitored vendor calls for efficient tracking.
Desktop Support Engineer
PCS Technology Ltd.
Mumbai
06.2007 - 04.2009
- Installed and maintained PCs while addressing daily user support calls.
- Configured and managed email accounts to ensure seamless communication.
- Executed installations of Windows XP, MS Office (98/2000/2003), and Lotus Notes.
Field Support Engineer
Redington India Ltd
Mumbai
06.2006 - 06.2007
- Installed and maintained systems for clients, including Dr. Batra and Pizza Hut.
- Configured and managed email accounts for seamless communication.
- Handled installation and troubleshooting of Windows XP, MS Office 98/2000/2003, and Lotus Notes.
- Executed printer setup and troubleshooting for various models, including Laser Jet and Desk Jet.
- Tracked, updated, and maintained asset inventory for efficient resource management.
Education
MBA - Information Technology
Wellingkar
Mumbai06-2024
Bachelor of Computer Applications - Information Technology
YCMOU
Mumbai04-2012
HSC - Commerce
Kasturi Vidyalay
Mumbai04-2004
SSC -
Shivai Vidya Mandir
Mumbai04-2002
Skills
- Incident management and problem resolution
- Service level agreements and SLA management
- Major incident communication and escalation management
- Process improvement and IT governance
- IT service management and operations
- Performance reporting and time management
- It is budgeting
Certification
ITIL V4 Foundation
Timeline
PMO Coordinator
IDFC FIRST Bank
01.2024 - Current
Incident Manager
IDFC FIRST Bank
02.2016 - 12.2023
Service Desk Team Lead
Tata consultancy Ltd (erstwhile CMC LTD)
03.2015 - 02.2016
Field Operations Manager
CMC LTD
11.2011 - 03.2015
Field Operation Lead
Omnitech InfoSolutions Ltd.
01.2010 - 11.2011
IT Helpdesk Coordinator
Embee Software Pvt. Ltd.
05.2009 - 01.2010
Desktop Support Engineer
PCS Technology Ltd.
06.2007 - 04.2009
Field Support Engineer
Redington India Ltd
06.2006 - 06.2007
MBA - Information Technology
Wellingkar
Bachelor of Computer Applications - Information Technology
YCMOU
HSC - Commerce
Kasturi Vidyalay
SSC -
Shivai Vidya Mandir