Amitava Saha

About Amitava Saha

IT Service Operation Manager in orchestrating robust ITIL frameworks, now specialized in…

Experience

1. Service Operation Manager

   HCLTech

   Feb 2019 — Present · Nagpur, IN

   Stakeholder Management:• Advocated for multiple global stakeholders, focusing on SIP and revenue growth.Business Governance and Client Coordination:• Managed billing, orders, requests, incidents, and CSAT trends for clients.• Coordinated business support services and operation support services.• Drive standard review meetings (MOR, MBR, QBR) based on contract complianceDelivery Operation Excellence:• Ensured compliance with risk and compliance metrics such as onboarding/off boarding, training, secure ODC compliance, asset tracking, BGV, and vendor agreements.• Served as the single point of contact (SPOC) for communication flow, operation strategy, and meeting deadlines.Change Management:• Managed onboarding of new projects (RFP/RFQ) and monitored them till closure.• Governed planned and emergency change activities, ensuring minimal impact and high efficiency, and served on the CAB board.Incident and Problem Management:• Oversee major incidents and problem tickets, taking immediate decisions to avoid business impact.• Owning refund process for SLA breach incidents• Oversee flow of RFO\\RCA and customer\'s acceptanceService Desk and Infrastructure Operation:• Governed IT service desk delivery operations, ensuring SLA achievement.• Managed incident service desk operations, achieving contractual CSAT, ASA, AHT, NPS, DSAT reduction, abandoned rate, and shrinkage targets.People and Quality Management:• Handled demand and fulfillment management, hiring, and decommissioning based on delivery needs.• Structured teams according to business needs, providing continuous Project 2: Managing Transition of a Global Telecom Giant• Managed contract signature and SOW.• Handled resource hiring and process documentation.• Prepared SOPs, run books and going through signoff process• Oversaw transition kick-off and rebadging.• Managed Train-the-Trainer programs, on-the-job training (OJT), and go-live processes.