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Amit Singh

@amitsingh39

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Problem Management Process Owner at Jio Platforms Ltd. who cut RCA delivery time by 50%.

India

Message

At Jio Platforms Ltd., I reduced RCA delivery time by 50% through a “5 Days RCA” SLA policy and improved RCA quality by 40% with a structured review process.

I also automated ticketing workflows, cutting manual effort by 60% and errors by 30%. Interactive dashboards I built decreased reporting effort by 70%, and I led audits with zero non-conformities.

At UBS, I delivered Major and Proactive Problem Management frameworks that reduced high-severity recurrence by 35%. I also introduced predictive trend analysis, reducing reactive problems by 15%.

Earlier, I led a 12-member global team at AtoS India (Philips Project), improving RCA turnaround by 45%. My experience spans problem management, ITIL governance, audit compliance, and service improvement across enterprise environments.

Experience

Work history, roles, and key accomplishments

Current

Problem Management Process Owner

Current

Jio Platforms Ltd.

Feb 2023 - Present (3 years 7 months)

Reduced RCA delivery time by 50% through implementation of '5 Days RCA' SLA policy and improved RCA quality by 40% via structured review. Automated ticketing workflows, cutting manual effort by 60% and reducing errors by 30%.

ServiceNow RCA SLA Process Automation Dashboarding Vendor Management Audit

Problem Management Product Owner

UBS

Jan 2019 - Feb 2023 (4 years 1 month)

Chaired governance forums and Agile POD calls, cutting escalations by 25%. Implemented predictive trend analysis and frameworks for Major & Proactive Problem Management, reducing high-severity recurrence by 35%.

ServiceNow Agile KPI Design Compliance Training Predictive Analysis

Problem Management Lead

AtoS India (Philips Project)

Aug 2015 - Dec 2018 (3 years 4 months)

Led a 12-member global team, improving RCA turnaround by 45%. Introduced keyword-based Heat Maps, enabling 20% proactive problem identification and lessened process delays by 35% with redesigned handovers.

RCA Team Leadership Process Redesign Heatmaps Problem Management

Problem Manager

Tata Consultancy Services

Jun 2011 - Aug 2015 (4 years 2 months)

Achieved 98% SLA adherence across EMEA/APAC/LATAM regions. Minimized recurring incidents by 22% via RCA workshops and standardized RCA documentation across units.

SLA RCA Incident Management Governance Documentation

Senior Software Engineer

MindTree Ltd.

Sep 2006 - Jun 2009 (2 years 9 months)

Delivered 4 modules ahead of schedule and received SPOT Award. Acted as client SPOC ensuring smooth global delivery and mentored junior engineers, reducing ramp-up time by 40%.

Software Engineering Client Management Mentorship Delivery