Amutha User
@amuthauser1
I lead ITIL service operations, process improvement, and technology delivery for global teams and clients.
MalaysiaWhat I'm looking for
I've led ITIL service operations and technology delivery for DXC Technology, BP Business Service Center Asia, and Scope International. At BP, I managed ITSM design, implementation, governance, service improvements, SLA reporting, and Total Cost of Ownership models for more than 100 IT service lines globally.
As a freelance ITIL Consultant, I advise SMEs on service operations, service transition, KPIs, supplier relationships, and service improvement. I also lead teams through incident, problem, change, delivery, and operations management while strengthening client relationships and improving business processes.
Experience
Work history, roles, and key accomplishments
Freelance ITIL Consultant
Freelance
Jan 2015 - Present (11 years 7 months)
Advises SMEs on IT and business operations, provides recommendations based on client problem statements, and guides clients through ITIL framework for service operations and service transition.
Incident/Problem/Change/Service/Delivery/Operations Manager
Jan 2017 - Dec 2018 (1 year 11 months)
Managed overall service and operations for a new suite of applications, handled client expectations, resolved issues, and led a team of application support engineers.
ITIL Service Owner for Event and Capacity Management
BP Business Service Center Asia
Jan 2013 - Dec 2015 (2 years 11 months)
Managed a team responsible for design, implementation, and support of ITIL-based systems, developed ITSM strategies, and created TCO models for over 100 IT service lines.
Technology Services Manager
Scope International
Jan 2012 - Dec 2013 (1 year 11 months)
Managed technology services, participated in global IT projects, and oversaw incident management processes and tools.
Incident Management
Scope International
Jan 2007 - Dec 2012 (5 years 11 months)
Managed incident management processes, coordinated team efforts, handled escalations, and led the incident management team to ensure efficient incident resolution.
Managed Active Directory for clients in the Americas region and maintained Wintel server health.
Contact Center Specialist
Scicom
Jan 2005 - Dec 2006 (1 year 11 months)
Provided first-level troubleshooting for PC-related calls and installed VPN for new laptops.
Education
Degrees, certifications, and relevant coursework
Pink Elephant
ITIL Expert, ITIL
ITIL Expert certification from Pink Elephant.
Staffordshire University
Bachelor of Science, General Computing
Bachelor of Science in General Computing from Staffordshire University.
A.P.I.I.T.
Higher Diploma, General Computing
Higher Diploma in General Computing from A.P.I.I.T.
A.P.I.I.T.
Diploma, General Computing
Diploma in General Computing from A.P.I.I.T.
Tech stack
Software and tools used professionally
Availability
Location
MalaysiaAuthorized to work in
Job categories
Skills
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