Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Affiliations
Certification
Timeline
Generic

Nimesh Savla

Mumbai

Summary

IT Service Delivery and Application Support Manager with over 18 years of experience in providing high-quality IT services and managing complex insurance applications across multiple regions, including India, the USA, and the Lloyd's London Market. Demonstrated success in leading cross-functional teams, improving customer satisfaction, and maintaining application stability and performance. Expertise in ITIL best practices, SLA management, and implementing continuous improvement initiatives.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Consultant (Group Manager)

WNS Global Services Ltd
Pune
06.2019 - Current
  • Managed end-to-end IT service delivery aligned with business objectives and customer needs.
  • Evaluated performance of all IT services to guarantee SLAs were consistently met or exceeded.
  • Worked as a solutions design architect for new system implementation, ensuring compliance with GDPR policy.
  • Supervised a team of 30–40 IT professionals, fostering collaboration and career advancement through leadership.
  • Delivered support to over 500+ users across diverse locations, ensuring prompt response and effective resolution of incidents and service requests, maintaining elevated user satisfaction in accordance with SLA targets..
  • Served as primary contact for client escalations, ensuring swift resolution of incidents and problems.
  • Conducted root cause analysis to identify recurring issues, implementing preventive measures to mitigate future risks.
  • Ensured compliance with company policies and standards regarding IT service usage.
  • Participated in meetings with senior executives to discuss strategy and plan future initiatives related to IT services.
  • Managed IT service delivery budget, ensuring efficient resource allocation within financial limits.
    Prepared monthly invoice reports detailing FTE utilization and support services costs for client approval.
  • Recognized opportunities for enhancement in current IT processes and systems, then formulated and implemented innovative solutions.
  • Managed vendor relationships through reporting, procurement, and service management to optimize costs while ensuring high-quality services.
  • Monitored user requests via ticketing systems like Zoho or JIRA, compiling weekly reports on incidents resolved and open tickets.
  • Establish weekly meetings with the team to address open issues, challenges, and ensure all tickets are closed within defined SLAs.

Consultant

Avacend Solutions
Mumbai
04.2019 - 06.2025
  • Provided comprehensive production and application support, enhancing operational efficiency, and met ITIL best practices.
  • Managed Policy admin system(Ingenium) process by analyzing fund mismatch transactions and rectifying accounting entries.
  • Developed SQL scripts to automate data updates, saving five to six hours of manual work weekly.
  • Collaborated with clients to develop action plans to address specific challenges and objectives.
  • Provided 24X7 business support ensuring service availability across diverse locations

Associate

Cognizant Technology Solutions
Mumbai
01.2011 - 04.2019
  • Executed various roles including Technical Support, Production Support, and Business/System Analyst based on project needs.
  • Engaged with clients such as Canara HSBC Life Insurance and Novartis to ensure project alignment.
  • Developed effort estimations, cost sheets, and detailed timelines for task management as Project Lead.
  • Conducted daily status meetings to review updates on tasks, backlogs, and projected completion dates.
  • Participated in project planning, requirement gathering, and GAP analysis while facilitating client meetings.
  • Created charts to demonstrate task completion timelines across project phases for stakeholder review.
  • Developed and executed SQL scripts for ad-hoc requests, enhancing data accessibility and reporting.
  • Provided comprehensive L3 support and collaborated with clients to resolve complex technical issues.

Executive

Birla Sun life Insurance Ltd
Thane
08.2007 - 01.2011
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Delivered comprehensive support on Life and Group Insurance application issues, resolving functional and technical queries.
  • Provided L1/L2 applications support on the Policy Admin System (Ingenium).
  • Investigated and documented issues promptly, outlining errors and resolution steps for future reference.
  • Generated ad-hoc reports using SQL scripts to fulfill user requests, offering valuable data insights.
  • Conducted root cause analysis for incidents, sharing findings with stakeholders to enhance processes.

Education

Advance Dimploma in Business Management - Information Technology

ICFAI
Hyderabad
01-2008

Bachelor of Commerce - Commerce

L S Raheja College of Arts & Commerce
Mumbai
06-2006

Skills

  • Solutions design
  • Database management
  • Vendor management
  • Client engagement
  • Strong analytical skills
  • ITIL best practices
  • Incident and problem management
  • Root cause analysis

Accomplishments

  • Received monetary awards twice from the client on two occasions for innovative ideas that enhanced processes and saved client costs
  • Awarded five times at clients' quarterly town hall for exceptional performance and contributions to the process in five years

Languages

English
First Language

Affiliations

Demonstrates well-rounded leadership by balancing strategic IT support delivery with team empowerment, stakeholder engagement, and continuous personal development—actively promoting a culture of innovation, well-being, and lifelong learning across the organization.

Certification

  • Certified Scrum Master
  • ITIL Foundation V3.0

Timeline

Consultant (Group Manager)

WNS Global Services Ltd
06.2019 - Current

Consultant

Avacend Solutions
04.2019 - 06.2025

Associate

Cognizant Technology Solutions
01.2011 - 04.2019

Executive

Birla Sun life Insurance Ltd
08.2007 - 01.2011

Advance Dimploma in Business Management - Information Technology

ICFAI

Bachelor of Commerce - Commerce

L S Raheja College of Arts & Commerce

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Nimesh Savla