Amit Burman

Experience

• 

  Convergys

  Jun 2005 - Sept 2008

  Communication Coach / MIS training
• 

  Capgemini

  Oct 2008 - Jun 2022

  • Responsible for operational governance and relationship management of a portfolio of multimillion dollar IT Supplier contracts. • Collaborating with the client’s Senior Leadership to identify strategic objectives and driving high levels of service delivery from technical teams.• Strong understanding of support contracts and ensuring adherence to deliverables and obligations.• Ensuring process adherence and compliance of all technical teams with respect to agreed Service Level Agreements and KPIs.• Leading the Continual Service Improvement initiatives with internal and Supplier teams in alignment with overall business strategies. Show less • Lead successful implementation and management of Incident, Problem, Change, SLM, and SACM which resulted in efficient and effective support delivery• Study reports and trends and provide insightful analysis that uncovers opportunities and promotes decisions that drive improved returns on Human Capital• Facilitating Service improvement initiatives with a focus on ticket volume/manual effort reduction and process harmonization• Manage hiring, performance, and development of staff to improve team effectiveness for both local and remote employees Show less 𝐆𝐥𝐨𝐛𝐚𝐥 𝐥𝐞𝐚𝐝 𝐟𝐨𝐫 𝐈𝐓 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐚𝐧𝐝 𝐒𝐈𝐀𝐌 𝐬𝐮𝐩𝐩𝐨𝐫𝐭𝐢𝐧𝐠 𝐠𝐥𝐨𝐛𝐚𝐥 𝐜𝐥𝐢𝐞𝐧𝐭𝐬𝐏𝐫𝐞-𝐒𝐚𝐥𝐞𝐬 𝐬𝐮𝐩𝐩𝐨𝐫𝐭:• Review solution prepared by Pre-Sales to check its alignment with standard delivery model and help optimize staffing by means of pyramid optimization, delivery mutualization, and automation𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐓𝐫𝐚𝐧𝐬𝐢𝐭𝐢𝐨𝐧 𝐬𝐮𝐩𝐩𝐨𝐫𝐭:• Selection and training of staff, testing of ITSM and reporting tools, setting up a mechanism for fulfilling contractual obligations, deliverables, and SLA measurements𝐑𝐔𝐍 𝐬𝐮𝐩𝐩𝐨𝐫𝐭:• Managing a large team of IT Service Management and SIAM professionals• Architecting dashboarding solutions and reporting automation for various business units in the environment• Designing and tracking multiple group scorecards and dashboards and driving performance improvements• Showcasing Service Improvement areas and developing Service Management processes• Team and Capability building Show less • Part of the Service Performance Analytics team, providing analysis and reports for Operations.• Automating several operational and SLA Management reports which provide teams with insights on their performance and areas of improvement.• Developed Automated Report Scheduling system which reduced manual effort of report creation and delivery significantly and provided an end-to-end reporting solution.• Analyzing the SLA criteria and report on efforts of the support teams and determine the business impact of the performance trends for the client. Show less

  • Sr. Manager, IT Supplier Relationship Manager

    Sept 2021 - Jun 2022

  • Delivery Lead – Service Management & SIAM

    Sept 2018 - Sept 2021

  • Domain Manager - IT Service Management and SIAM

    Nov 2015 - Sept 2018

  • ITSM and SIAM PROCESS OWNER AND TEAM LEAD

    Jun 2012 - Nov 2015

  • IT Consultant, Service Performance and Analytics

    Oct 2008 - Jun 2012
• 

  Tata Consultancy Services

  May 2022 - now

  Head of ITSM and SIAM Practices for Japan Operations

  • Define the vision and requirements for SIAM solution, perform due diligence, recommend potential solutions and develop roadmaps for the selected solution.• Identify gaps in processes, map existing processes and explore the scope for improvements.• Responsible for developing ITSM processes and transforming them in alignment with the tool's architecture.• Process remediation and mapping business/technical services on ITSM platforms such as ServiceNow, BMC Remedy, etc.