Amit Kumar Ghosh

About Amit Kumar Ghosh

Dynamic and versatile IT Service Delivery Leader with over 20+ years of diverse experience in the service industry, specializing in IT Service Desk, Global IT Support Operations, and Business Process Outsourcing across data, voice, chat, and email platforms. Proven track record in managing large-scale teams of 250+ members, including SMEs, Team Leaders, Assistant Managers and Managers. Known for excellent interpersonal and communication skills, strong client and stakeholder engagement, and a goal-oriented, quality-driven approach.Core competencies includes IT Operations Management, SLA Governance, Incident/Problem/Change Management, Customer Satisfaction (CSAT), Process Optimization, and Business Analysis. A people-first leader with sharp analytical skills, adept at aligning service delivery with strategic business goals.

Experience

1. General Manager

   Digitide

   Apr 2025 — Present · Jamshedpur, IN

   Managing a IT Helpdesk (Global Service Desk) and L1 Application support for a leading steel manufacturing company, having a team strength of 275 associates which includes – 1 Manager, 2 AM’s, 10 Team Leaders, 8 SME’s, 3 QE’s and the associates for the respective groups as Operations Manager – IT Services.• IT Service Desk Operations Management and IT Service Delivery• Serve as a SPOC for the assigned client engagement• Oversee and coordinate between the technical and functional resources for support, enhancements and troubleshooting• Partnering with the client stakeholders, delivery teams and internal leadership to address escalations, roadmap initiatives and long term service strategies.• SLA adherence and CSAT are the major responsibilities.• Document Knowledge Bases and managing Service Operations Process• Managing assigned IT projects to ensure adherence to budget, schedule, and scope of project• Work with Change & problem management Team.• Adherence of governance protocols and ensuring that reporting standards are applied• Identifying opportunities for optimizations and drive continuous improvements by analyzing service matrices

Education

• Kanpur University, India

  Bachelor's degree

  1995 — 1998

• Indian School of Learning

  Matriculation

  1984 — 1993

Skills

• Active Directory
• Windows Server
• Servers
• Crm
• Itil
• Tcp/Ip
• Vendor Management
• Operating Systems
• Data Center
• Windows
• IT Service Management
• Service-Level Agreements (Sla)
• Program Management
• IT Operations
• Pre-Sales
• Team Management
• Project Management
• IT Outsourcing
• Dhcp
• System Administration
• Business Process Outsourcing (Bpo)
• Business Process Improvement
• Dns
• Process Improvement
• Bpo
• Outsourcing
• Customer Relationship Management (Crm)
• Transition Management
• Service Delivery
• Incident Management
• Sla
• Virtualization
• IT Strategy