Amit Dusane Email & Phone Number

Mumbai, MH, IN

Pune, Maharashtra, India

• Manage critical and high priority incidents in service operation life cycle with minimum impact and deliver/ manage services at agreed levels (SLA) to customer by coordinating & carrying out the activity & processes.
• Record and classify/validate impact/urgency of Incidents and undertake necessary actions in order to restore a failed Service as quickly as possible.
• Initiate, drive & take ownership of bridge call till customer issue gets resolved.
• Record issues and maintain timelines. Also make sure right level of functional and/orhierarchical escalation if there is no progress on incident.
• Coordinate with resolver groups and get updates to send out comms on regularintervals.
• Engage Vendor support as and when required to assist with the restoration.

Navi Mumbai, Maharashtra, India

• Worked as Change and Incident Integration Manager for IT and Network Service Management
• Filter, Manage, Review and Report IT and Network related Changes and Represented them in CAB meetings
• Ensure changes resulting new status of configuration Item(s) and completing business requirements
• Coordinate, Chase and Escalate with Field engineers and Concern technical teams to complete tasks well within time and in defined SLA
• Handling Major Incident Management, Critical and priority incidents efficiently within SLA
• Drive weekly/daily meetings, CAB meetings, discuss the crucial cases with stake holders, clients and technical team

Thane, Maharashtra, India

• Working as Subject Matter Expert (SME) & ensuring maximum network uptime or network availability by network assurance strategy
• Introduced draft change management process which fast tracks the emergency change process.
• Create WAR Room Strategy and forms disaster management team during unplanned network outages and for critical incidents, resulting less downtime.
• Acting as single point of contact and as face of NBN for stake holders and delivery partners to resolve incident within the agreed OLA (Operation Lease Agreement)
• Modified lengthy processes after discussing with superiors within the project that reduced customer downtime and make customer happy
• Configuring network elements remotely to provide services for home and enterprise customers

Navi Mumbai, Maharashtra, India

• Acted as single point of contact for high bandwidth network faults for incident aging more than 6-8 hours.
• Handle premium customer accounts and provide extensive support for restoration of outage within SLA.
• Introduced simple yet effective communication emailing format for customers which helped them to understand issue clearly
• Coordinate with 3rd party vendors, customers and Reliance core network team to implement new design as per contractual agreements.
• Create deep dive analysis report, RCA and MTTR reports for management
• Handled and trained up to 12-24 associates so that everyone should be on same page which results smooth workflow.

Navi Mumbai, Maharashtra, India

• Engage in People management / motivate people in the vision and focus of the company.
• Establish performance parameters for the people in team in form of KRAs and periodically provide feedback to ensure enhanced performance.
• Developing efficient people to work on projects
• Provide training to people on functional area related topics
• Real Time & continuous follow-up with Global support teams for Critical Service incident resolution
• Manage and coordinate activities during overall ticket life cycle