Amarjeet Singh Arora has over 8 years of experience in IT roles such as troubleshooting, SAP administration, and incident management. He currently works as a Senior Systems Engineer at Atos India, where he is responsible for problem management, incident management, and knowledge management. He has experience working with various companies such as Tata Teleservices, Reliance BPO, and ATOS IT Solutions.

1. AMARJEET SINGH ARORA
Mobile: +91 8976494371/ +91 9920231062; (Res): 0251-2315651
E-Mail: amar1985_2007@rediffmail.com/aroraamarjeetsingh77@yahoo.com
Address: D-5/303, New Lulla complex, Next to shree complex, Adharwadi Jail Road, Kalyan (W)
INFORMATION TECHNOLOGY| TELECOM
Profile Snapshot
A competent professional with over 8 years and 10 months of
experience in Troubleshooting, Installation, SAP Module,
Information Technology and Documentation.Currently working
with Atos India Pvt. Ltd., Mumbai as System Engineer.Profound
knowledge of ITSM toolOSDSOLMAN SAP Ticket tool.Advanced
levels of technical knowledge combined with sound business
vision ,ITIL foundation and project management skills. Excellent
ability to juggle multiple projects and meet deadlines whilst at the
same time comprehending complex aninterdependent business
processes.
Involved in technical analytical, problem-solving and identifying,
analyzing, tracking and managing customer and application data
flow issues throughout a software system. Expertise in identifying
and then dealing with a client’s needs by translating them into
appropriate technical solutions. Proven ability to communicate
solution strategy and product offerings with demonstrated aptitude
to analyze and translate complex business problems, design and
implement innovative solutions.
JobOutline
Since Jan’2014 Atos India Pvt. Ltd., Mumbai Senior Systems Engineer
Responsibilities
Problem Management:
 Initiating the RCA Communication with the respective Service Lines and coordinating with all the
involved stakeholders for smooth progress of the investigation
 Continuous tracking on the update and challenges faced by the delivery teams and communicating the
same with the customer and/or vendor
 Reviewing and preparing final version of RCA and delivering the same to the Customer for their
feedback and validation
 Creating and Implementing the RCA Corrective action Tasks approved by customer
 Preparing Weekly/Monthly Management Reports on the Progress of the Reactive Problems and
showcasing the Highlights and Lowlights
 Chairing Status update meetings with Incident and Change Management teams and also with
Customer for clearing out the roadblocks and challenges in Root Cause investigation
 Based on the Monitoring Tool Alerts Trend Analysis done on Monthly/Weekly basis, raising Proactive
Problems and arranging meetings with the Delivery for initiating the progress on the same
~Area of Strengths~
Troubleshooting
ITIL (Problem/Incident)
SAP Administration
Documentation
MIS Reports
Audits
KPI Reporting

2.  Proposition of Continuous Improvement Plans to customer and upon accepted, implementing the same
within the team
 Preparing Monthly Management Report showing Open/Closed Problems, RCA delivery details and
progress on the overall Problem Management activities.
Highlights
• Nominated for the special training conducted by the Expertise on the Problem Management.
• Nominated for the Heat Map related training for Problem management by GBU.
Incident Manager:
• Tracking Incident lifecycle.
• Validate incident severity and priority.
• Restore normal services as quickly as possible in coordination with technical team.
• Ensuring incidents are resolved within defined SLA as based on priority.
• Handling Major Incident Bridge Calls and sending MI communications to the stakeholder
• Preparing Incident Report analyzing the Root Cause for each Major Incident
• Charring DPR (Daily Production Review) with Technical Leads & Customer to discussed
exceptional/p1/p2 tickets and sharing over all progress on Incident Mgmt. area and sending daily
MOM on same.
• Leading a team of Incident Coordinators for doing Real Time & continuous follow-up with technical
support teams for incident resolution/Backlog Mgmt. /Incident record updating activities.
• Chair conference calls for effective coordination, incident resolution, service restoration for P1
incidents.
• Chairing weekly call with Customer with P1 resolved last week report for taking validation on P1
problematic (SLA breached) tickets.
• Incident reporting with trends and initiating/ providing inputs for service improvement plan
• Providing data for recurring Incident issues to the Problem Management team for RCA Investigation
Other activities
• Daily preparing DSR (Daily Service Review) report & other specific reports as per GDF’s requirement
and educating Team of Incident Work Planner on same.
• Having a weekly call with GDF to discuss on Improvement area with respect to Inc Mgmt.
• Involvement in Service Improvement Topics – with respect to CTRISTAL Tool.
• Educating & hosting several sessions for SMC/all Technical Service Lines Teams on new Ticketing Tool
– CRISTAL from Service Now
• Managing Escalation Matrix.
• Preparation of Incident Mgmt. procedure/work instructions document.
Knowledge Management:
• Establishment and consistent application of processes through the correct integration of the tools,
resources, platforms, applications and databases.
• Execution and management of specific escalation activities in the Knowledge Management process and
providing regular feedback to the global process owner and line management.
• Maintain and improve process effectiveness (quality), process efficiency (cost), process performance
(throughput) and process vulnerability (security).
• Work with the Service Delivery Manager (or Transition Manager) to ensure coordination and
communication with the customer about knowledge

3. • Ensure that Knowledge Management KPIs are reported and their targets met.
• Providing second part of password information to the EIMS and GDF users.
• Providing necessary assistance to the users if they issue to access to ENGIE SharePoint with respect to
access, downloading of documents.
• Preparation of ODP annexure document and reviewing with the Quality team monthly, Quarterly
basis.
Additional activities
• Preparation of KPI Dashboard on monthly basis with the information of SLA, number of efforts put in.
It is calculated based data received from different teams and Service lines.
• Preparation of PMO reports on daily basis based on the extraction from incident and change tickets for
the project GDF and publishing to all stakeholders
• .PMO Reports mainly contains graphs, Pivots, trends, information to open, resolved and closed
incident and change tickets.
• Reviewing Quality related documents on Quarterly basis and updating it for audit purpose.
Application Support (Jul 2013 to Dec 2103)
 Handling activities related migration from XP to Windows 7 for users all over the world.
 Coordinating with user’s online troubleshooting issue related to migration.
 Assisting users for backing up the data from Windows XP to windows 7 and registration of VPN in new
Windows 7 system.
 Troubleshooting the issue related to VPN login, installation of software.
 Handling activities related to Windows 7 clients activation in AAE Environment.
 Registering of MAC ID's in SCCM using UCMS and proving unique hostnames foe client machines for first
installations.
 Upgrading from Win XP to Win 7 include client Single and bulk registration.
 Managing Deactivation and Activation of local admin rights.
 Using Active Directory to check hostnames, locations of hostnames in OU and other details of users.
 Handling of SPOC related activities of THCM and Tango project.
 Resetting of Password for users of BBC and ITSM users in ITSM tool.
 Updating of SharePoint for the new updates received.
 Preparing monthly and weekly productivity reports in MS excels of all the agents involved in the Project.
 Handling Documentation of Mailbox Management, Incident Management with a view to provide best
possible service to clients.
Highlights
 Nominated for the special training conducted by the company on Net pro.
 Was awarded for best for Spot awards for being proactive, going extra mile, extra commitment in
completing assignment
Oct’11 to Jul’13 ATOS IT Solutions & Services Pvt. Ltd., Mumbai Application Support Engineer
Responsibilities
 Delivering support for issues pertaining to SAP Application Software.
 Handling fault management for escalated issues (P1 tickets) and coordinating with SAP applications
support team.

4.  Worked on remedy ITSM toolOSDSOLMAN SAP Ticket tool.
 Ticket handling created by clients like Xerox, Bemis, Stora Enso located globally and dispatching it to
appropriate application support team.
 Participating in all client rollout and pilot testing.
 Working on ticket request raised by the clients for creation of user Account, deletion, reactivation, role
addition in different SAP module.
 Following up and coordinating with the 2nd Level Team and Service Delivery.
 Preparing of Monthly activity report in excel with respect to all activities which by all consultant in project.
Dec’10 to Aug’11 TATA Teleservices Ltd., Mumbai Customer Service Representative
Aug’10 to Dec’10 Reliance BPO Services, Mumbai Customer Service Associate
Responsibilities
 Handling Customers quires and escalation on front end in a timely and efficient manner.
 Resolving hardware related issue, outlook related issue and basic network related issue.
 Handling Cash flows and managing floor in absence of the manager.
 Providing daily Cash and sales MIS report to the management.
 Doing Validation with the help different formulas such as V look up, H look up, Pivot in MS Excel.
 Uploading Rate sheet in LBQRS application tool.
Feb’08 to Jul’10 TATA Teleservices [Maharashtra] Ltd Customer Service Representative
Responsibilities
 Managing circle prepaid backend complain management team to meet high standard of customer service
level.
 Resolving SR’s pertaining to Technical, Non-Technical services within SLA.
 Coordinating with various technical dept. like CRM, IN, PBO, AIS, TIBCO, EVD, SMS, Switch, for resolving
technical issue.
 Working on case-to-case basis so as to understand root cause of the issues and pro-actively taking necessary
action/plan.
 Handling postpaid technical complaints for both CDMA & GSM.
 Working on CRM (Postpaid), Tipp’s (Prepaid) application and various applications and portals.
Highlights
 Received award for Star Performer-Twice for Service Marketing Process and best Customer service.
 Nominated for the special training conducted by the company on Advance MS-Excel.
Certification
2015 ITIL Foundation Certification in IT Service Management
Academia
2014 MBA in Information System from Sikkim Manipal University
2011 B.C.A. from Sikkim Manipal University
2007 Diploma in Computer Engineering from Dr. Babasaheb Ambedkar Technological University
2004 12th
from Mumbai University
2002 10th
from Mumbai University
Personal Dossier
Date of Birth: 12th
October 1985

5. Languages Known: English, Hindi, Marathi and Punjabi

6. Languages Known: English, Hindi, Marathi and Punjabi