Amit Diwane

  • Manager
  • May 27, 2019
Full time Information Technology

Personal Summary

  • An accomplished Information Technology professional with over 11 years of experience in IT Infrastructure Services domain
  • Expert in handling responsibilities for Service Management, Project Mangement, Service Improvement, Incident, change and release management
  • Certified IT Infrastructure Library-Foundation(Service Management), Prince2, Core Java and Software Testing (Manual and Automation) Tools
  • Demonstrated strengths in uality Audit for Process, Category Type Incident (CTI), and Service Level Agreement (SLA)
  • Good at changes as per ITIL and communicating through stakeholder engagement, analysis and participation
  • Exceptional in resolving operational escalations globally by applying IT learning’s in global delivery through strategic initiatives of profitability, automations and IT transformation
  • Influenced management to initiated a database maintaining culture for complex issue resolution, to avoid aging in future
  • Extensive practice in implementing and training in Project delivery, Project & Risk management, Agility & DevOps

Work Experience

Nov 2013 - May 2019 Vodafone Shared Services India Limited
  • Working with Local Markets & Business stakeholders as well as all ERP & MIS teams to continuously improve ERP& MIS Service
  • Escalation management, Task force management, SLA management, Root cause analysis management
  • Conducting periodic meetings with Local Market Service and review, report, summaries the incidents and maintain communications
  • Providing support for local market as ERP and MIS Representative and handling responsibilities for Communication Management, managing EVO related issues on behalf of the local market, reviewing Service Model periodically
  • Supporting Local Markets, Business stakeholders and ERP&MS teams to continuously improve ERP&MS Service
  • Executing Hypercare Go Live Operations (GLO) calls during Hypercare period
  • Supporting regression testing phases in local market towards group function requirements
Operations Manager
Oct 2009 - Nov 2013 Wipro Ltd
  • Coordinated with teams and resolving issues within service level agreement
  • Attend meetings with Team leads and work out plans to minimize the queue size and increase the Customer Satisfaction (CSAT) percentage.
  • Analyzed the major incidents occurred in the month and interacting with clients
  • Attend Change Advisory Board Meetings for all changes happening in the project environment and analyzing the impact with major incident perspective.
  • Organized the Major Incident Management Bridge and getting the concern teams to join the bridge and to work under one roof towards fixing the issue.
  • Conducted audits for the tickets in the Infra queue and providing reports and feedbacks to the Quality team


Project: Fosters-SAB MILLER

Designation: Incident Manager \ Change Manager

Project: - Fosters- SAB Miller

  • Responsible for Active Directory Administration handling responsibilities for Active Directory account creations, providing access privileges, creating ACLs, DLs, Mailboxes, Admin accounts for AM, APAC and EMEA region
  • Performed tasks such as L1, Wintel, Citrix Messaging
  • Trained the onsite team at the initial stages of transition of the project with responsibilities for knowledge transfer and leading the User Administration team in the initial stages of the project going live
Technical Support Engineer (TSE)
May 2008 - Oct 2009 V customer Services India Pvt. Ltd
  • Resolved technical issues of Linksys home based networking devices
  • Supported technical support team to resolve network issues and provide service to based US customers


Electronics and Telecommunication
Mar 2000 - Mar 2004 Maharashtra State Board of Technical Education