Amit Mohan Rai is a senior associate in incident management with over 6 years of experience. He has expertise in managed hosting services, IT infrastructure management, and end-user computing. Currently, he works at HP India in Bangalore managing incidents for Alcatel-Lucent globally. He is responsible for incident resolution, problem management, and ensuring SLAs are met. Previously, he worked as an associate for AOL France resolving issues for their users and translating documents from French to English.

1. AMIT MOHAN RAI Sr. Associate in Incident Management
~Mobile: +91-8762705743 ~ Email: amitmohanrai@gmail.com
PROFESSIONAL SNAPSHOT
 Sr. Associate in Incident Management with 6 years of working experience in Project Management, Service
Development, Data Center Services, Managed Hosting Services, IT Infrastructure Managed Services, end-user
computing.
 Hands on techno-commercial expertise in Managed Hosting Services (Virtualisation, Middleware, Application,
Data Protection & Storage Services).
 Sr. Executive MBA in International Business from IIFT (Indian Institute of Foreign Trade), New Delhi, India
 ITIL Foundation 2011 certified in IT services management.
 Post Graduate in French language from Banaras Hindu University (BHU).
 Good Understanding of French Language (Translation, Fluent speaking with good pronunciation, Grammar,
Literature, Linguistics, Civilization and Culture of France & Francophone Countries) and IT Global Service.
 Work with cross functional teams to define and build project structuring and project release strategies.
CAREER SKETCH
HP India (Bangalore) Apr. ’10 => till date
Sr. Associate in Incident Management
Working in HP (Global Soft Ltd.) in ITO (Information Technology Organisation) for Alcatel-Lucent services:
 Identity Management Team (IDM-Team):- Manage SAP Sox applications for Alcatel-Lucent user’s globally
where resolving issues of users in access, troubleshooting, incidents, requests, problem management, change
management, transitions, auditing.
 Manage improvements within the Incident Management process.
 Assist with the Major Incident & Problem Management processes.
 Real Time & continuous follow-up with global support teams for incident resolution
 Assesses impact and progress during major incidents to ensure escalation is timely and appropriate
 Provides accurate and timely communications on impact to the appropriate distribution lists and senior
management
 Ensure the Queue Manager function is performed within the team.
 Provide the tools, training and support required by team members to perform their tasks.
 Monitor team performance and are accountable for SLA breaches within their team.
 Responsible for incident investigation, diagnosis and recovery within the defined service levels.
 Reviewing the priority of incidents based on impact/urgency and detailed information.
1

2. AMIT MOHAN RAI Sr. Associate in Incident Management
 Service Manager 9 for Data & Reporting.
 Responding to incidents and requests, ensuring they are resolved effectively and efficiently against service level
agreements
 Assist the team in Delivering escalated incident management in line with the ITSM – Incident Management
process.
 Implementing & adapting new ideas to improve operations to meet SLA’s
 Assist customers to solutions, keeping them updated and assured.
 Ensure high quality service to both internal and external customers.
 Identify and provide additional staff training to ensure that support is given in a consistent manner.
 Applies understanding of team dynamics to work effectively in teams , achieve goals and successfully plan &
execute activities
 Successful Project transition, Training, Implemented the process & ensured a successful go-live.
 Managed and collaborated with third party suppliers and ensured that their performance and provision of
services and quality are in line with our expectations and enable us to exceed service levels.
 Measured, monitored and worked towards drive down incident levels. Ensured that the Service Desk actively
participates in improving the usability and reliability of IMS Services.
 Ensured that practices and processes exist and when it is possible are standardized and repeatable. Ensure
that these ones are continually improving and produce business cases to support team activities.
 Ensured that the Service Desk is using appropriate knowledge management tools and practices.
 Contributed to the success of the business and assisted in improving the overall customers experience within
the team.
 Met & exceeded the goals and KPIs set/agreed by the management.
 Ensured that team’s KPIs are monitored; actions are taken, evaluated accordingly.
 Managed the performance of services to customers (24 x 7, 365 days per year), ensured that service levels are
achieved in line with contracts and that customer expectations are met or exceeded.
 Tracked the incidents to conclusion in line with SLAs and quality standards.
 Managed critical customer’s incidents, associated to customer communication, activities and any appropriate
escalations
 Planning and setting priorities for translation projects.
 Compiling estimates and proposals for approval.
 Monitoring status of projects.
 Responsible for quality and delivery of translation projects.
 Accurate documentation and filing of all project related information.
 Communicating with the stake holders concerned with the information required.
 Identification and development of project/process improvement opportunities.
 Managing metrics required for feedback process and providing feedback to the translation team.
 Developing mitigation strategy to address issues as they arise.
 Monitoring and mentoring of any assigned translator.
 SPOC/Troubleshooter for any problem related to the work / translation tool SDL Trados 2007 / Studio 2011.
 Translation and proofreading of User manuals, Functional & Technical specifications, IT & Human Resource
documents from French to English & English to French.
 Ensuring compliance with the defined workflows and work processes.
 Handling CAT tool training (In SDL Trados & Adobe Framemaker 8) for new joiners.
 Conducting interviews for recruiting French translators via skype / in person
2

3. AMIT MOHAN RAI Sr. Associate in Incident Management
 Executed daily operations of French to English Translations.
 Was instrumental in troubleshooting issues in SDL Trados.
 Trained all the new employees in SDL Trados.
 Translated Engineering, Mechanical and IT documents from French to English using SDL Trados.
 Attended several Department Heads' sessions in order to determine meanings and to prepare translations for
documents related to Robotics, etc.
 Structured and maintained the 'Best Practices' for using Trados effectively.
 Compiled terminology and information to be used in translations, including technical terms such as those for
Engineering and IT fields.
 Spearheaded Trados training & troubleshooting efforts
 Checked original texts and conferred with authors to ensure that translations retained the content, meaning, and
feeling of the original material.
 Checked translations of technical terms and terminology to ensure that they were accurate and remained
consistent throughout translation revisions.
 Proofread, edited, and revised translated materials
 Researched and recommended to use 'Multiterm' in SDL Trados.
Achievements
 E-award (Hewlett-Packard) August 2010.
E-award in hp for best performance.
 Extra effort award in (Hewlett-Packard) January 2013.
Extra effort award for resolve issues of users.
 Extra effort award in (Hewlett-Packard) September 2013
Extra effort award for resolve issues of users.
AEGIS Limited INDIA - (Bangalore) May ’09 to Apr ‘10
Associate for AOL (FRANCE)
 Worked as Sr. Associate for AOL (FRANCE) in AOL(9.0) web application where resolved issues of AOL users
globally in nuef.sfr, orange.fr, ONS tools and also resolved complaint reports of members(AOL) in VC (Verify
Chat), IM (Instant Messages) and Blog smiths.
 Also resolved issues of AOL users in AOL (9.0) access, troubleshooting, incidents, requests, problem
management, change management, transitions, auditing and Software Installation etc. Using French and
English both Languages.
 Translation and Proofreading of documents related to Banking, Financial, Insurance, Marketing and Human
Resource from French to English.
 Apply and ensure strict application of terminology glossaries (Cognizant, Client-specific and/or industry-specific)
for translation.
 Create or participate in the creation of bilingual glossaries based on the existing documentation.
 Create source/ target text alignments and translation memories (based on CAT tool available).
3

4. AMIT MOHAN RAI Sr. Associate in Incident Management
 Create terminology lists, build and update the glossaries, use of validated terminology in translations.
 Ensure harmonization of terminology and style across client translations.
 Proofread / Quality check of translations from French to English when needed.
 Strictly comply with the project deadlines and delivery planning, fixed by the Translation Manager.
 Comply with the defined workflows and work processes.
 French Center of Excellence’s point of contact with offshore internal departments.
 Creation of terminology lists, building and updating of glossaries, use of validated terminology in translations,
populating and use of project-specific DVX term bases.
 Lead French Conversation classes with the trainees.
 Handling CAT tool training (in Déjà Vu) for new joiners
 Generating weekly and monthly reports from the tool (Managed Pay Lite) concerning the following:
 Invoice queue (PO / Non PO / Approver queue / General Exception queue)
 Paid invoices
 Invoices to be paid
 Invoices to be processed
 Long time pending invoices
 CAPA report
 Productivity report.
 Carrying out month end activities.
 Translation - French to English & English to French.
 Responsible for training people for Knowledge Transfer (KT) – Accounts Payables.
 Handling customer queries through telephone calls & mails in French.
 Invoice processing (PO / Non PO/ Inter Company invoices) and making payment runs.
SKILLS
Domain Skills
Incident Management
• Problem Management
• Project Management
• International Sales
• Service Development
• Data Center Services
• IT Infrastructure Managed Services
• IT-Operations
• Customer service
• French Language Support
Personal Dossier
Academy:
4

5. AMIT MOHAN RAI Sr. Associate in Incident Management
 ITIL Foundation 2011 certified in IT services management.
 Sr. Executive MBA in International Business from IIFT (Indian Institute of foreign Trade), Delhi, India with
specialisation in International Business (Sales, Marketing, HR, Finance , Logistics & IT Management) etc
o Project- Analysis of Hewlett-Packard’s (HP's) global marketing strategy and with focus on
Asia Pacific
 Masters in Arts (M.A.) French from Banaras Hindu University (B.H.U.), Varanasi-India with First Division.
o Dissertation - Le Philosophie de Montaigne - French Literature
 Bachelor of Arts (B.A. - Hons.) in French Language from Banaras Hindu University (B.H.U.), Varanasi-India.
 O-Level Certified from UPTECH Computer Consultancy Limited (Conducted by DOEACC Society, Ministry of
Information Technology and Communication, Govt. of India
 Certificate in Photography from Banaras Hindu University and B-Certificate in Naval NCC.
Address #206 Surya City LIG-3 B-10 Chandapura, Bangalore-81
Passport No. G0918543
Date of Birth 21st
September, 1983
Marital Status Married
5

6. AMIT MOHAN RAI Sr. Associate in Incident Management
 ITIL Foundation 2011 certified in IT services management.
 Sr. Executive MBA in International Business from IIFT (Indian Institute of foreign Trade), Delhi, India with
specialisation in International Business (Sales, Marketing, HR, Finance , Logistics & IT Management) etc
o Project- Analysis of Hewlett-Packard’s (HP's) global marketing strategy and with focus on
Asia Pacific
 Masters in Arts (M.A.) French from Banaras Hindu University (B.H.U.), Varanasi-India with First Division.
o Dissertation - Le Philosophie de Montaigne - French Literature
 Bachelor of Arts (B.A. - Hons.) in French Language from Banaras Hindu University (B.H.U.), Varanasi-India.
 O-Level Certified from UPTECH Computer Consultancy Limited (Conducted by DOEACC Society, Ministry of
Information Technology and Communication, Govt. of India
 Certificate in Photography from Banaras Hindu University and B-Certificate in Naval NCC.
Address #206 Surya City LIG-3 B-10 Chandapura, Bangalore-81
Passport No. G0918543
Date of Birth 21st
September, 1983
Marital Status Married
5