Amit Mathur

Dynamic Associate Director with a proven track record at Kyndryl/IBM India, excelling in global delivery and resource optimization. Expert in compliance and process improvement, I successfully led cross-functional teams, enhancing service delivery and client satisfaction. Adept at performance management and talent development, I drive impactful results in complex environments.

Client is always first while designing strategy, changes, Solution or innovating any idea., Prevailing experience for Global Delivery., Developing and deploying key execution strategies across businesses., Overseeing delivery of projects from conceptualization to delivery within preset budgets and deadlines., Delivery SLAs, and KPIs without compromising with Quality and Compliance., Widespread experience on long term process improvement, manage changes, takes care of knowledge management for various Global accounts., Successfully managed effective resource utilization across onshore, offshore including manpower allocation and release, bench management, monitoring talent pipeline and utilization., Delivering SLA based services for operations management, ensuring adherence to policies and processes relating to implementation and operation of outsourcing services., Deliver highly satisfying end to end experience for our clients., Implementing Service Improvement Policy and establishing priorities & planning for service growth., People transition, Team formation & ongoing Performance Management of large team for multiple projects., Takes responsibility for people development including ongoing training, skill building, deployment, and career growth., Develop Operation Support Model for R&M considering business vision and employee focus, Right people, right time on right place., Successfully managed people to provide services to our client’s IT environment across geography (US, EMEA and AP)., Development & coaching. Provide advice, guidance and coaching to the team on career planning and development needs. Nominate individuals for training and education. Recommend and help people prepare for promotion., Optimising role assignments. Liaise with resource and project managers to provide developmental assignments that fit the business and the aspirations of the individual., Managing performance. Positively influences people’s performance. Be an advocate for each person during moderation and other types of people management reviews. This includes managing low performance., Managing key life events. Take appropriate action for all key life events, following company policy e.g. Special leave, maternity, sickness absence, work-life balance, flexible working requests etc., Responsibility for reward and remuneration Manage timely and fair input to reward and remuneration decisions.

• Kyndryl/IBM India Pvt. Limited, Hyderabad, Associate Director, 04/01/16, Present, Service Integration Leader for Broadridge Account., Planned Staffing (Skill For Value) to offshore location., Managing five client BU and having weekly cadence with Client Senior Leadership., Managed Compute and Middleware teams., Efficiently managed resources leveraging/cross training teams., MCMS Hyderabad Location Leader, managing various Practices (Platform, DB, Compliance, Batch Ops) for different Geo’s., Managed Microsoft Tower for India operations for the Managed Hosting & Application Services., Agile SPOC for MHAS Hyderabad team., BCM SPOC for MHAS Hyderabad team.
• AT&T Global Business Services India Pvt. Limited, Hyderabad, Associate Director- Microsoft COE, 04/01/07, 04/01/16, Successfully demonstrated and exhibited the possibility of building new practices (OCS/LYNC) and solid teams of resources in an offshore only model., Managed 3 Practices (Microsoft Exchange/Microsoft SharePoint/Microsoft OCS) catering to diverse global clientele., Ensure BCP and DR Planning and testing as per agreed schedule for the client., Develop the culture within team to work in Multivendor organization and to maintain integrity and successful delivery against contract and asper client satisfactions., Accountable for Compliance and Controls Adherence in Delivery, Reporting, Measurement and Management., Applied innovative solution and ideas for Cost effective, automotive and Agile solution., Manage Service Delivery 24
• 7
• 365 day.
• CSC India Pvt. Limited, Noida, Lead- North America (MS-Exchange), 09/01/04, 03/01/07, Heading a team across the regions and functioning as Single Point of Contact and Spokesperson for all the 10 accounts being supported from India from Microsoft Exchange Perspective., Processing and delegating escalations received from Higher Management, Client or Line of Service., Collaborating with Product Line and Service Delivery Manager to resolve escalated support or service issues., Analysing training need of members and defining TNI (Training Need Identification) for each individual., Setting KRA & IDP for team members and evaluating them accordingly at the time of appraisal., Preparing reports viz. System Uptime Reports, Resources Utilization Report, India Pool Availability Report, SLA Reports, etc., Develop and implement standards and templates for job descriptions, hiring process, process documentation, training plans and manuals, performance measurement/metrics, SLA's etc., Manage effective Knowledge Management policies and practices and ensure implementation within team., Conflict management and issue resolution relating to the project and to prevent further escalation., Develop the audit plan and maintain records of audit closures., Define the process and ensure that processes defined have been implemented to meet the standards requirements., Develop and maintain a project plan for the migration of all identified off shoring opportunities from onshore to India., Lead the transition team for new customers and be responsible for transitioning the new customer., Review and approve the RCA (Root Cause Analysis) document and recommend solution. Prepare process documentation, Quality plan and active participation in auditing (Internal and External) time to time., Attending and chairing Daily Service Review call, RCA meetings, Conference calls to explain any change and proposal., Communicate and work closely with on-shore account Leads to assist them in resolving escalated issues.
• P.C.Solutions Pvt. Limited, New Delhi, Senior Network Engineer, 06/01/99, 09/01/04, Extended Technical consultancy on Infrastructure & Application Engineering to P.C.Solutions Customers.

Date of Birth: 12/11/74

Wipro Spectramind eservices (P) Ltd., Process In charge (America Online), SPOC for the Process., Solely responsible for smooth running of the process from Technology Helpdesk (India)., Testing and deployment of the process related software., Responsibilities include day-to-day updating of the software tools on the servers., Escalating technology related issues to top executive of the process in US., Solely responsible for Server Administration for the Account., Implementing security policy after the analysis of the process needs. Ranbaxy Laboratories Ltd., Lead team of customer support engineers, Implemented and managed Lotus CC- Mail for dial-up remote sites., Implemented and managed Windows NT4.0 infrastructure., Network designing and planning for various locations., Managed third party vendors projects (Fiber optic project). Ranbaxy Fine Chemicals Ltd., Network and System administrator., Network designing and planning., Designed and implemented IT backup strategies.

Versatile technocrat with 24+ years of experience in the areas of Service Delivery Management, Practice expansions, People Management, Operations, Help-desk Management, Business Process Design, IT Project Management and Technical Support in a multicultural and multi-locational environment. Deft in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence. Well versed in providing leadership for kick-starting new services/technologies. Insightful knowledge of business process analysis & design, re-engineering, process rationalization, cost control, capacity planning, performance measurement and quality. Significant experience working with customers, project managers and technical teams for securing & executing concurrent projects.

• AWS- Cloud Practitioner
• CIISA –Certified Internal Information Security Auditor.
• ITIL Foundation certified.
• MCSE – Microsoft Certified System Engineer.
• CCNA– Cisco Certified Network Associate.
• CNE – Certified Novell Engineer in NetWare 5.0.
• CNE – Certified Novell Engineer in IntranetWare 4.11.
• AT&T Six Sigma Green Belt Certified.
• 45 Hours PMP Orientation Training.
• 27 Hours Internal Auditor ISO 9001:2000.