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Manager Service

Bangalore, Karnataka, India
January 16, 2019

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Amit Kumar Swain

Mobile No: 914-***-****

Email ID –

Career Objective:

Seeking a position in challenging, dynamic and growth stimulating environment to utilize my skills through a continuous learning process and provide meaningful solution to the organization in achievement of their goals and objectives and attain long term personal and career growth.


A certified IT Service Delivery professional with 4.7 years of International exposure in IT Service Management, Networking and Customer Relationship Management.

Experienced as a Service Delivery Associate for different Client i.e (DELL, EMC, 7/11, spectra, Quantum, Quanta, MTB, Microsoft).

Possess excellent communication, interpersonal, analytical, problem solving and management skills.

Quick adaptability to new trends and technology to meet changing requirements successfully.

Excellent Organizational, Technical and issue resolving skills handling team oriented assignments.

Excellent written, communication, presentation, problem solving and inter personal skills with ability to work in multi-cultural environment.

Work Experience 1:

Company : UNISYS, Bengaluru

Experience : 13th April 2016 onwards

Role : Application specialist level 2

Summary about the company &client:

UNISYS is a global information technology company that specializes in providing industry focused solutions integrated with

Leading edge security to clients in government, financial, services and commercial markets. Unisys

Offerings include security solutions, advanced data analytics, application services and application and server software. Unisys clients are typically large corporations or government agencies, such as the New York Clearinghouse, Dell, Lufthansa, Lloyds Bank, EMC, SWIFT, state governments (e.g., for unemployment insurance, licensing), various branches of the U.S. military, the Federal Aviation Administration, numerous airports, the General Services Administration, U.S.


•Review the SLA monitor for urgent incident and critical issues. Critical issues include customer satisfaction, client office down, and aging priorities.

•Monitoring SLA (Service Level Agreement) for the clients.

•Monitoring service availability and analysing response and resolution times.

•Delivering presentations and training the new hires on Incident and less priority calls.

•Performing Root Cause analysis for problem tickets created.

•Attend the RCA meeting with the customer and discuss preventative action and corrective action items.

•Updating the problem Management database for reference of resolution of ticket

•Coordinate with Release Management team to implement changes

•Check the success of changes implemented by performing post implementation review

•Creating and distributing weekly and monthly reports of incident management.

•Coordinate with IT and Business and bring different technology groups together for problems resolution and service quality improvement.

•Facilitate work around solutions, recover systems immediately with minimal business impact.

•Escalation of the problems occurred to the senior management

Coordination with system owners.

Creating knowledge database to identify the impact area within minimal time duration.

Escalation of the problems occurred to the senior management.

Problem related report generation.

Process development.

Problem management process documentation.

Handling ticket and discussing with incident management team about the resolution timeline.

Assigning urgent calls and critical issues if manpower and parts are available.

Escalating any manpower issues immediately to the local Client Service Manager (CSM).

Reviewing issue with Client service Manager and developing action plan for those issues.

Dynamically reallocating labour and material to meet requirements.

Review stock keeping unit (SKU) locations for parts/Manpower misses.

Follow up for high priority calls until its closer.

•Contacting PMO (Program management office) in case of incorrect address mentioned in SR (Service request).

•Responding to PMO escalations via call or email.

•Sending mails to client for granting access to the Technician.

•Rescheduling the Calls for the correct date and time as per costumer.

•Monitoring the Closer of Service request with in the SLA. (Service level agreement).

•Planning of technician’s training program and blocking them for those particular days.

Work Experience 2:

Company : IBM, Pune

Experience : 12th Feb 2015-13th Nov 2015

Role : Application specialist

Project : UHL (University Hospital of Leicester)

Summary about the company &client:

IBM India Pvt. Ltd is a leading international IT company. Here I am designated as Application Specialist for operations of UHL (IBM Client). University Hospital of Leicester NHS Trust is one of the biggest and busiest NHS Trusts in the U.K, serving the one million residents of Leicester, Leicestershire and Rutland – and increasingly specialist services over a much wider area. UHL nationally and internationally-renowned specialist treatment and services in cardio-respiratory diseases, cancer and renal disorders reach a further two to three million patients from the rest of the country.


Provide product solutions for specific business needs.

Handle calls from client from U.k.

Offering support services for users.

Manage the UHL’s hospital processes by giving online support for the Patients.

Attend meetings to update status and worked closely to the Manager.

Give advice to customers on new technological improvements.

Respond to all kind of technical requests in timely manner.

Troubleshoot Technical problems.

Install computer software via remote assistance.

Work Experience 3:

Company : SuyogComputech (P) Ltd

Experience: 3rd Oct 2013-30th Jan 2015

Role : System Engineer


Offering support services for users.

Troubleshoot Technical problems.

Respond to all kind of technical requests in timely manner.

Provide product solutions for specific business needs.

Handling calls of client regarding desktop assistance.

Academic credentials:

B Tech,I.T.E.R, Siksha’O’ Anusandhan University, Bhubaneswar in year 21st Sep 2013.

12th,Science from Triveni +2 Science College, CHSE, Bhubaneswar in year 2009.

10Th, from Saraswati Vidya Mandir, BBSR, HSC, Bhubaneswar in year 2007


Pat on the Back award by IBM for additional team effort and participation.

Two times Star performer of the year award from Unisys, India.

Technical Skills:

Tools:- LANDISK,Impax,Cris,AdminTool,IEP(Image Exchange Portal),AD(Active Directory),MedStamp,Proton.

Exposure:Programming: C, Manual Testing using HP Quality Center (QC).

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