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Amit Chauhan

Amit Chauhan

Followers of Amit Chauhan243 followers
location of Amit ChauhanPerth, Western Australia, Australia

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  • Timeline

  • Skills

    Service delivery
    Team management
    Management
    It service management
    Itil
    Resource management
    Sla
    Business analysis
    Incident management
    It operations
    Sdlc
    Requirements analysis
    Pre sales

  • About me

    I am currently working as Business Critical Application (BCA) Service Manager in HCL for one of our esteemed client Johnson & Johnson. The role is focused towards handling business critical application for them which would have critical impact on business in case of an incident. This role also involves Incident/Change/Problem Management and coordinating the critical incidents to their closure within SLA. About my past experience its more focused towards Service Delivery and client Relationship management. I have total 12 yrs of exp with an extensive experience in Middleware(Messaging) Application Support for 6 yrs, for One of our client Goldman Sachs, where I was managing a team of 30 people with 4 team lead structure where all TLs were reporting to me. In this role I have been responsible for IT Service Delivery, Middleware(Tibco EMS, RV, HAWK, MQ Distributed Queuing) technical Support, Customer Relationship Management, Resource Management, ITIL(V3 Certified)/ITSM/Process Management, Incident/Problem Management, Client Relationship management.

  • Education

    • Indira Gandhi National Open University

      2000 - 2003
      BCA IT

  • Experience

    • HCLTech

      Jun 2003 - Mar 2011

      Middleware Application Support, managing a team of 30 people with 4 team lead structure. For last 3 yrs been in a role of Manager responsible for IT Service Delivery, Middleware technical Support, Customer Relationship Management, Resource Management, ITIL(V3 Certified)/ITSM/Process Management, Incident/Problem Management, Client Relationship management. Planning of the operational support work to be done, discussing with the US and UK team in Goldman Sachs & Co and carrying out as per the process defined. internet consulting in the areas of website performance optimization covering web server, performance tuning, application/web transaction, capacity planning, network pathology analysis and content optimization.

      • Track Lead – Middleware Messaging (Client: Goldman Sachs)

        Sept 2007 - Mar 2011

      • Senior Specialist Middleware (Client: Goldman Sachs)

        Jun 2005 - Sept 2007

      • Technical Specialist

        Jun 2003 - Jun 2005

    • HCLTech

      Sept 2011 - now

      Currently working as Service Delivery Manager in HCL for one of esteemed clients Chevron. The role is focused towards end to end delivery of infrastructure services in EUC tracks of Service Desk. Reviewing and transforming legacy process to efficient way of operations. It also focuses towards Plan and manage overall customer engagement. SLA management and Adherence of stringent Audit & Compliance standards and policies. Roles and Responsibilities:• Lead a team of associates to guide and mentor to deliver highest impact possible; maintain a culture of high performance and productivity in the team, where a significant portion of the time is spent in coaching team members• Responsible for end to end delivery of infrastructure services for a major customer.• Handle Customer facing technical teams spanning 200 +headcount in EUC tracks.• Specialize in tools and Process framework implementation• SLA Measurement & Dashboard reporting to senior management.• Plan and manage overall customer engagement P&L• Turning RED (SLA) engagements into GREEN.• Collaborate with other team leads and drive superior collaboration and change adoption• Budgeting & P&L Experience – Managing Capex• Driving & Adherence of stringent Audit & Compliance standards and policies• Responsible for crisis management, process management, SLA adherence, service improvement, value adds Show less Currently working as Transformation Manager in HCL for one of esteemed client Chevron. The role is focused towards implementing quality and delivery excellence of Service Desk. Reviewing and transforming legacy process to efficient way of operations.Is responsible for implementing quality and delivery excellence process across the project. Champion Transformation initiative to improve upon existing quality process and help in on time project deliverables. Doing trend analysis on various aspects of the track to focus on training and improvement initiatives. Resolving support issues and coordination with Operations for deploying corrective actions in production Preparing and analyzing the Weekly/Monthly/Quarterly performance report for different Geos & Business Units and sharing the same with the business leadership team. Show less

      • Service Delivery Manger

        Apr 2019 - now

      • Transformation Manager

        May 2015 - Apr 2019

      • Business Critical Application (BCA) Service Manager (Client: Johnson & Johnson)

        Sept 2011 - May 2015

  • Licenses & Certifications