Amar Kumar Achary

• Design, implement, and customize ITSM frameworks such as ITIL to align with organizational goals and improve service delivery. • Analyse existing IT processes and recommend improvements to enhance efficiency, effectiveness, and compliance with industry best practices. • Develop and document ITSM processes, procedures, and policies. • Configure and customize ITSM tools to meet specific organizational requirements. • Working closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices. • Assist in building and maintaining internal technical documentation, manuals, policies, and processes. • Develop and implement change management processes to ensure controlled and efficient handling of changes in the IT environment. • Develop knowledge management processes to capture, organize, and share information across IT teams. • Responsible for stakeholder management, project resourcing, team management, and high value increments and releases. • Implement configuration management databases (CMDB) for accurate configuration item tracking. • Establish and maintain configuration management processes to manage and control IT assets and configurations. • Conducted business analysis to identify opportunities for Growth and Transformation. • Hosting monthly service management review with customer and discussions on upcoming projects. • Led and facilitated Agile/Scrum ceremonies- daily stand-up, sprint planning, sprint review, and sprint retrospective. • To govern, track and report on sprint progress using Agile metrics and KPIs (e.g., burndown charts, velocity). • Worked closely with product owners to prioritize and groom the product backlog. • Collaborate with teams to ensure that features were implemented based on well-defined Acceptance criteria and Definition of Done. • Coached and mentored team members and helped them understand and embrace Agile principles.

• Design, implement, and customize ITSM frameworks such as ITIL to align with organizational goals and improve service delivery. • Analyse existing IT processes and recommend improvements to enhance efficiency, effectiveness, and compliance with industry best practices. • Develop and document ITSM processes, procedures, and policies. • Configure and customize ITSM tools to meet specific organizational requirements. • Working closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices. • Primary point of contact for client, understanding their requirements, addressing concerns, and providing regular updates on project progress. • Develop knowledge management processes to capture, organize, and share information across IT teams • Responsible for stakeholder management, project resourcing, team management, and high value increments and releases. • Establish and maintain configuration management processes to manage and control IT assets and configurations. • Conducted business analysis to identify opportunities for Growth and Transformation. • Hosting monthly service management review with customer and discussions on upcoming projects. • Worked closely with product owners to prioritize and groom the product backlog. • Collaborate with teams to ensure that features were implemented based on well-defined Acceptance criteria and Definition of Done. • Implement process improvements and best practices to enhance service delivery efficiency and effectiveness through automation. • Conducted training sessions or workshops for team members on continuous improvement & product specific trainings.

● Defining the project’s schedule and scope while balancing with timely and regular value deliveries, organizing and leading working and project status meetings. ● Drive projects on automation, efficiencies, process transformation impacting revenue and margin improvement. ● Preparation & supervision of the financial project plans, expenditures and ROI estimation. ● Increased focus on Cost management, recovery, and optimization. ● Support SIP projects that drive improvement in productivity of operations. ● Review planned transformation that are dependent on tools/technology/automation as solutioned and how its executed in actuals along with adoption% and actual reduction vs planned. ● Interlock with Field Services and other resolver groups to enable shift left as ongoing activity through project management. ● Share Best Practices across accounts to drive standardization and make CSI a referenceable service that needs attention and focus as other processes. ● Commitment to meet SLAs month over month through performance management and governance - Weekly, Monthly & Quarterly. ● Remediate any missing SLAs through structured SIP/project and its execution. ● Work closely with account operations and account delivery to mitigate any performance misses due to client impacted changes. ● Identify development opportunities for business stakeholders and introduce learning and development objectives and planning.

● Led and motivated cross-functional IT service teams, ensuring alignment with organizational goals. ● Managed recruitment, training, and performance evaluations to foster a high-performance culture. ● Collaborated with clients to understand their evolving IT needs and ensure service delivery alignment. ● Ensure non-value ads within the process are identified and necessary continual improvements are performed. ● Oversaw the successful execution of IT projects, ensuring timely delivery and adherence to budget constraints. ● Collaborated with project teams to mitigate risks and address issues during project lifecycle. ● Established and maintained strong relationships with clients through regular communication and feedback sessions. ● Streamlined incident, problem, and change management processes for quicker issue resolution. ● Defined and monitored key performance indicators (KPIs) to assess and improve service delivery performance. ● Prepared and presented regular reports to senior management, highlighting achievements and areas for improvement. ● Successfully managed vendor relationships, ensuring compliance with service level agreements (SLAs). ● Negotiated contracts, monitored vendor performance, and implemented cost-saving measures. ● Led incident response teams to promptly address and resolve critical IT issues, minimizing downtime. ● Initiated and led technology adoption projects to enhance overall IT service capabilities. ● Ensured IT services complied with relevant industry standards and regulations. ● Conducted regular audits to assess and improve compliance with security and data protection requirements. ● Liaison between audit teams, internal stakeholders, and clients, driving continuous improvement and maintaining high standards of service quality. ● End to end service delivery for all the projects handled within IBM for EMEA region.