AMIT SINGH
ITSM Consultant
Delhi
Summary
Results-oriented management professional with more than 10 years of experience specializing in Change Management, Major Incident Management, Problem Management, and Continual Service Improvement. Adept at driving process improvements, reducing service disruptions, and enhancing stakeholder satisfaction. Proven ability to increase adoption rates, minimize project delays, and improve operational efficiency.
Overview
10
10
years of professional experience
2014
2014
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
ITSM Specialist- Incident, Change & Problem
Encore Capital
06.2024 - Current
- IPC Process Management: Spearhead the end-to-end process for Change, Incident, and Problem Management
- Change Management: Successfully reduced process bottlenecks, improving change closure time by 15% by automating reports for open changes
- CAB Calls: Lead weekly Change Advisory Board (CAB) meetings, ensuring timely approval of major changes and documenting meeting minutes
- Incident & Major Incident Management: Chair conference calls with senior leadership, technical teams, and third parties during critical incidents
- Coordinated incident resolutions, improving incident closure time by 20%
- Root Cause Analysis (RCA): Lead RCA sessions post-major incidents, identifying recurring issues and implementing corrective actions that reduced repeat incidents by 25%
- Stakeholder Management: Provide weekly incident and Problem briefings and updates to relevant stakeholders, ensuring full transparency and to track the action items
Senior Specialist – Change Management
HCL Technologies
06.2021 - 06.2024
- Company Overview: Client: SSE PLC
- Change Process Optimization: Enhanced the Change Management process, aligning it with business objectives and ITIL best practices, leading to a 30% improvement in process adherence
- Risk Mitigation: Audited and assessed risk impact of changes, preventing potential service disruptions
- Reduced failed changes by 15% through pre-change evaluations and post-change reviews
- KPI Management: Presented and executed KPI improvement strategies in Change Governance meetings, resulting in a 18% improvement in change success rates
- Stakeholder Engagement: Identified key stakeholders, ensuring effective collaboration across teams and departments for high-impact changes
- Training & Development: Mentored 200+ technical team members and 8+ Process team members on Change Management tools and processes, increasing
- Client: SSE PLC
Senior Associate – Major Incident Management & Change Management
Coforge
11.2017 - 04.2021
- Company Overview: Client: Caesars Entertainment
- End-to-End Change Management: Managed over 150+ major changes, consistently achieving a 98% on-time completion rate
- Major Incident Management: Led incident management efforts for business-critical operations, resolving P1 and P2 incidents within SLAs 98% of the time
- Process Improvement: Developed incident resolution procedures that cut response time by 22%
- Initiated corrective actions based on trend analysis, reducing recurring issues by 10%
- Cross-Functional Collaboration: Coordinated between senior leadership, technical teams, and third-party vendors to resolve critical incidents and implement major changes
- Reporting & Documentation: Produced monthly reports for senior management, ensuring comprehensive documentation for P1/P2 incidents and major changes
- Client: Caesars Entertainment
Analyst – Major Incident Management & Service Desk
HCL Technologies
03.2015 - 11.2017
- Company Overview: Client: Ford Motors Co
- Major Incident Resolution: Managed and resolved over 100+ P1/P2 incidents, ensuring critical system uptime and adherence to SLA targets
- Service Desk Support: Provided remote technical assistance for software and hardware issues, achieving a 95% customer satisfaction rate
- Tool Proficiency: Worked with BMC Remedy, Cisco Request Centre, and SCCM for efficient incident and change tracking
- VPN Support: Troubleshot and resolved VPN connectivity issues for users, improving service availability
- Client: Ford Motors Co
Education
B.Tech - Electrical, Electronics And Communications Engineering
Ideal Institute of Technology
Senior Secondary - undefined
D.V.S.S. School
Skills
- Change Management
- Major Incident Management
- Problem Management
- Continual Service Improvement
- Stakeholder Management
- Process Documentation & Governance
- Root Cause Analysis (RCA)
- Data-Driven Decision Making
Certification
ITIL 4 Foundation
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
ITSM Specialist- Incident, Change & Problem
Encore Capital
06.2024 - Current
Senior Specialist – Change Management
HCL Technologies
06.2021 - 06.2024
Senior Associate – Major Incident Management & Change Management
Coforge
11.2017 - 04.2021
Analyst – Major Incident Management & Service Desk
HCL Technologies
03.2015 - 11.2017
Senior Secondary - undefined
D.V.S.S. School
B.Tech - Electrical, Electronics And Communications Engineering
Ideal Institute of Technology
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