Amar P.
Senior IT Service Delivery Manager
Open to offersNew to PlatformAbout
Amar P., an accomplished Service Delivery Manager and IT Operations Leader, holds a rich experience of over 14 years in sectors such as Banking, Financial Services, Payments, and Transportation. Based in Chennai, India, he has a solid track record in managing and leading L1/L2/L3 support teams, effectively handling over 1,000 monthly incidents to ensure operational excellence. Amar has excelled in incident, problem, change, and release management processes while collaborating with senior stakeholders to enhance service stability and operational efficiency. He has led teams of up to 20 associates, achieving a 90-95% change success rate through diligent governance and CAB participation. In his role as Incident Manager at DataMatics, he spearheaded digital transformation initiatives to automate incident patterns, which led to a 15% reduction in ticket volume. His technical proficiency encompasses tools like ServiceNow and JIRA, and platforms such as Unix/Linux, contributing to his ability to automate and improve operational processes.
Experience
Incident Manager
DataMatics · 2024 — PresentLeading service delivery operations for over 24 business applications, coordinating L1, L2, and L3 support teams. Spearheaded a digital transformation initiative to automate incident patterns, leading to a notable reduction in ticket volume and significant improvement in MTTR. Drove governance for incident, problem, and change management, ensuring compliance with operational standards. Conducted reviews and discussions on service performance with client leadership teams. Facilitated sprint planning and agile practices to align application support deliverables with evolving client engineering priorities.Application Support Lead
Fiserv India · 2018 — 2023Oversaw a team of 20 in operational support across L1, L2, and L3 functions for critical payment-processing platforms. Managed over 1,000 monthly incidents, maintaining service stability and adherence to SLA commitments. Engaged with Directors and VP-level stakeholders concerning service delivery and operational risks. Governed production releases, successfully delivering more than 10 annually without any critical rollback incidents. Actively participated in CAB reviews, sustaining a high change success rate while coordinating cross-functional support during the First Data-Fiserv migration to ensure uninterrupted service.Sr. Support Analyst
ASG Technologies · 2017 — 2018Managed knowledge transition and onboarding for new team members, streamlining ramp-up times for operational readiness. Enhanced Knowledge Transfer tracking processes for better training governance. Worked alongside development and support teams to diagnose root causes and implement fixes for recurring production issues. Acted as a Subject Matter Expert for critical workspace applications, offering technical leadership and operational guidance. Contributed to service stability through effective problem management and continuous improvement efforts.Sr. Support Analyst
Bank of New York Mellon · 2015 — 2017Managed production support for critical applications in a global financial services context. Designed and executed an automated monitoring solution for global applications, significantly reducing manual server health tracking efforts. Enhanced operational visibility through proactive monitoring and alerting mechanisms. Collaborated with infrastructure, development, and support teams for timely resolution of production incidents and operational risks. Received recognition for improving server performance monitoring through an automated alerting solution.Production Support Analyst
Infosys · 2013 — 2015Provided support for global business applications for PepsiCo, ensuring adherence to service commitments. Developed an automation solution for password resets, decreasing support effort and recurring ticket volumes. Coordinated daily operations among onsite teams, vendors, and stakeholders for effective service delivery. Managed incident resolution and tracked operational issues across various applications. Recognized by PepsiCo for outstanding service and operational contributions.
Skills & Expertise
Education
- Master of Computer ApplicationsBirla Institute · — — 2012
- Bachelor of ScienceAwadh University · — — 2008
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