Swapnil Kailas Koli
Dahisar East
Summary
16 years of professional experience, including 11 years in the IT industry, with a strong focus on IT Service Management and ITIL processes. Certified in ITIL 4, with proven expertise in implementing the ITIL framework. Demonstrated ability to coordinate effectively across multiple teams and manage high-priority issues with quick responsiveness. Strong leadership capabilities complemented by excellent verbal and written communication skills.
Overview
16
16
years of professional experience
Work History
Compliance & Operation Manager
Sify Technologies Pvt Ltd
Mumbai
12.2023 - Current
- Managed compliance processes by updating and maintaining standard operating procedures.
- Governed service management processes, including incident management oversight.
- Coordinated end-to-end incident response for major incidents, identifying root causes and facilitating bridge calls.
- Communicated alerts to stakeholders regularly until incident resolution was achieved.
- Initiated escalation processes as necessary to address critical concerns.
- Executed business-as-usual tasks in incident management according to agreed service level agreements.
- Compiled management information system reports on incident trends daily, weekly, and monthly.
High Touch Operation Manager
Allegis Services Pvt Ltd
Mumbai
04.2023 - 10.2023
- Drove TAC cases to closure through effective coordination with support teams.
- Managed RMA processes to ensure timely delivery of parts and services to customers.
- Followed up with customers for return of old parts to organization.
- Participated in client meetings focused on upgrades and problem-solving discussions.
- Oversaw service management processes, including incident and request management.
- Governed incident team to ensure end-to-end coordination during major incidents.
- Identified root causes and initiated incident bridge calls with technical SMEs during major incidents.
- Generated MIS reports for incident management based on agreed trends (daily, weekly, monthly).
Operation Manager
Genex Corporate Services Pvt Ltd
Mumbai
01.2022 - 03.2023
- Orchestrated Service Management processes, focusing on Incident and Change Management.
- Led Incident team in coordinating Major Incidents, identifying root causes, and initiating Bridge Calls.
- Regularly communicated incident alerts to stakeholders until resolution was achieved.
- Promptly initiated escalation processes to address urgent concerns efficiently.
- Participated in audits to ensure compliance and drive improvements in Incident Management.
- Produced MIS Reports daily, weekly, and monthly to track Incident Management trends.
- Directed Service Desk operations, managing both Desk and Asset Management functions.
Service Management Consultant
Capgemini India Pvt Ltd
Mumbai
09.2016 - 01.2022
- Drove efficiency and effectiveness of problem management processes for PEPS Service Management Group.
- Maintained accurate reporting and KPI metrics for stakeholders.
- Monitored problem lifecycle, identifying recommendations to reduce incident counts.
- Managed problem management repository, ensuring up-to-date documentation.
- Conducted audits on implemented processes to assess IT operations performance.
- Analyzed incidents proactively, streamlining service restoration and problem resolution steps.
- Coordinated end-to-end responses during major incidents, leading root cause analysis and communication with stakeholders.
- Chaired review meetings for post-incident reports, delivering summaries to senior management.
Executive – Incident & Problem Management
CMS IT Services Pvt Ltd
Mumbai
08.2013 - 08.2016
- Executed incident and problem management tasks per agreed SLA standards.
- Coordinated Major Incident Management processes as required.
- Scheduled bridge calls for incident recovery, root cause analysis, and post-incident reviews.
- Conducted follow-ups on open incidents and problem tickets with resolving teams.
- Generated MIS reports for incident, problem, and change management on a regular basis.
- Performed quality checks, escalated issues, and managed team activities efficiently.
- Conducted audits for incident, problem, and change management in line with SOX controls.
- Facilitated quality reviews with clients, documenting action points for future reference.
Hardware & Network Engineer
Thyrocare Technologies Ltd
Mumbai
08.2012 - 04.2013
- Executed IT support tasks to resolve technical issues efficiently.
- Maintained and archived CCTV backups for accurate record-keeping.
- Conducted quality checks and managed escalation processes effectively.
- Oversaw team management, ensuring optimal performance and collaboration.
Technical Support Executive
Arvato Bertelsmann Pvt Ltd
Mumbai
01.2012 - 08.2012
- Managed customer issues through chat and email support in Trust & Safety Department.
- Conducted KYC for users exhibiting unusual account activity.
- Handled escalation chats and emails, providing effective resolutions.
Technical Support Executive
Vcustomer Pvt Ltd
Mumbai
06.2010 - 01.2012
- Managed customer inquiries through chat and email support, resolving diverse issues effectively.
- Conducted KYC procedures for users exhibiting unusual account activity.
- Handled escalation chats and emails, delivering favorable resolutions promptly.
Technical Support Executive
Reliance ADAG group
Mumbai
09.2009 - 04.2010
- Handled corporate customer technical issues for high-speed data cards via calls.
- Maintained call quality in accordance with established standards.
- Conducted quality checks to ensure service excellence.
- Managed escalations to resolve complex customer concerns effectively.
- Supervised team performance to enhance productivity and service delivery.
- Updated documentation to reflect current processes and support operations.
Education
B.E - EXTC (Bachelor of Engineering in Electronics & Telecommunications)
Mumbai University
Mumbai12.2009
H.S.C - Higher Secondary Certificate
Maharashtra State Board
Mumbai02.2002
S.S.C - Secondary School Certificate
Maharashtra State Board
Mumbai03.2000
Skills
- HPSM9 and ServiceNow
- Incident management
- Compliance processes
- Service level agreements
- Root cause analysis
- Remedy software
- Microsoft Office suite
- Problem management
- Customer relationship management
- Process improvement
- Team coordination
- Effective communication
- Team leadership
- Change management
Hobbies and Interests
- Listening to music
- Watching Movies
Languages
- English
- Hindi
- Marathi
Personal Information
- Date of Birth: 08/05/84
- Gender: Male
- Marital Status: Married
Timeline
Compliance & Operation Manager
Sify Technologies Pvt Ltd
12.2023 - Current
High Touch Operation Manager
Allegis Services Pvt Ltd
04.2023 - 10.2023
Operation Manager
Genex Corporate Services Pvt Ltd
01.2022 - 03.2023
Service Management Consultant
Capgemini India Pvt Ltd
09.2016 - 01.2022
Executive – Incident & Problem Management
CMS IT Services Pvt Ltd
08.2013 - 08.2016
Hardware & Network Engineer
Thyrocare Technologies Ltd
08.2012 - 04.2013
Technical Support Executive
Arvato Bertelsmann Pvt Ltd
01.2012 - 08.2012
Technical Support Executive
Vcustomer Pvt Ltd
06.2010 - 01.2012
Technical Support Executive
Reliance ADAG group
09.2009 - 04.2010
B.E - EXTC (Bachelor of Engineering in Electronics & Telecommunications)
Mumbai University
H.S.C - Higher Secondary Certificate
Maharashtra State Board
S.S.C - Secondary School Certificate
Maharashtra State Board
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