Hi, I’m
Swapnil Kore
Bangalore
Summary
Dynamic and results-driven Operations and Service Delivery/Assurance Leader with over 10 years of experience in Telecom Support, ITSM, and Client Operations. Proven expertise in SLA Governance, Escalation Management, RCA, and Process Optimization. Skilled in leveraging AI and Microsoft Power Platform (Power Automate, Power BI, Power Apps) to design intelligent automation workflows and analytics-driven insights that have improved service performance by over 82% across multiple transformation projects. Adept at leading high-performance teams, streamlining processes, and enabling data-driven decision-making aligned with ITIL and Agile methodologies.
Overview
10
years of professional experience
1
Certification
Work History
Hinduja Global Solutions Ltd
Team Leader
12.2020 - Current
Job overview
- Led a 20+ member telecom operations team, improving SLA adherence by 18% and customer satisfaction by 22% through predictive analytics and proactive monitoring.
- Developed and automated over 100+ Power BI and Salesforce dashboards, enabling data-driven executive decision-making and performance transparency.
- Integrated AI-driven workflows and Power Automate automation, reducing case resolution time by 30% and manual touchpoints by 40%.
- Enhanced incident management through KPI-based escalation routing, achieving 82% operational success rate post-project implementation.
- Collaborated with IT, Product, and Vendor teams to standardize change coordination and UAT readiness, reducing post-deployment incidents by 20%.
- Mentored and coached analysts, improving individual performance metrics by 87% and achieving consistent team-wide delivery standards.
- Designed continuous improvement frameworks that optimized case triage and improved cross-team communication efficiency by 25%.
- Championed digital transformation by integrating AI persona-based assistance (WinGPT) for real-time query support, elevating overall productivity.
Hinduja Global Solutions Ltd
Subject Matter Expert
05.2019 - 12.2020
Job overview
- Served as escalation point for L1–L6 issues, maintaining an average SLA resolution rate of 78% across critical telecom operations.
- Developed and published SOPs, playbooks, and user journey maps that improved resolution consistency and reduced onboarding time by 30%.
- Performed root cause analysis (RCA) on high-impact incidents, identifying key process gaps and introducing sustainable fixes.
- Collaborated with product and IT teams on requirement gathering, storyboarding, and UAT validation, improving release readiness by 20%.
- Designed structured training and mentorship programs that boosted analyst accuracy and performance consistency across the floor.
- Utilized ServiceNow, Remedy, and Power Automate for workflow enhancements that improved triage accuracy and reduced backlog volume by 25%.
- Partnered with cross-functional teams to ensure continuous process alignment with evolving client SLAs and business goals.
Hinduja Global Solutions Ltd
Technical Support Executive
11.2015 - 05.2019
Job overview
- Delivered Tier-1 telecom support ensuring 95% case documentation accuracy and maintaining high service consistency.
- Streamlined troubleshooting workflows for network issues (BGP, MPLS, DIA) using Netcool and SolarWinds, reducing average resolution time by 20%.
- Created SOPs, knowledge articles, and macro templates that standardized operations and reduced handling time by 15%.
- Acted as the primary subject matter expert (SME) for telecom escalation cases, supporting peers and leadership on critical issues.
- Developed Excel-based audit and performance tracking tools to monitor SLA compliance and reporting accuracy.
- Identified recurring patterns via analytics and introduced root cause tracking, reducing repeat escalations by 18%.
- Supported new process rollouts through UAT execution and early-life cycle monitoring to ensure readiness and stability.
Education
Rajiv Gandhi University of Health SciencesBangalore
Bachelor of Hospital Administration
01-2018
New Model College
Higher Secondary Education
01-2008
New Model English School
Secondary Education
01-2006
Skills
- Service Delivery & Client Operations ITSM/ITIL Processes (Incident, Problem, Change, Knowledge)
- SLA/OLA Governance, Escalation Management & Risk Mitigation
- Business Process Analysis, Requirement Gathering, SOP & BRD Documentation
- AI-Driven Workflow Automation using Power Platform (Power Automate, Power BI, Power Apps)
- Data Analytics & Forecasting KPI Dashboards (Excel, Power BI, Tableau)
- Process Reengineering, Continuous Improvement & Automation Strategy
- Agile & Waterfall Collaboration, UAT Support, Cross-Functional Stakeholder Engagement
- Team Leadership, Performance Coaching & Operational Excellence
- Telecom & Network Support IP, MPLS, DIA, Netcool, SolarWinds
Certification
- Responsible AI: Applying AI Principles – Google Cloud (2025)
- Cato Certified Associate – Cato Networks (2025)
- Project & Program Management Foundations – LinkedIn Learning (2025)
- Artificial Intelligence, Big Data & Digital Strategy – LinkedIn Learning (2024–2025)
- Agile, Scrum & Change Management – LinkedIn Learning (2024)
- Microsoft Power Platform, Power BI, Excel & PowerPoint – LinkedIn Learning (2022–2025)
- CCNA (Trained) – NETWORKERS HOME (2022)
Timeline
Team Leader
Hinduja Global Solutions Ltd
12.2020 - Current
Subject Matter Expert
Hinduja Global Solutions Ltd
05.2019 - 12.2020
Technical Support Executive
Hinduja Global Solutions Ltd
11.2015 - 05.2019
Rajiv Gandhi University of Health Sciences
Bachelor of Hospital Administration
New Model College
Higher Secondary Education
New Model English School
Secondary Education
Key Projects & Achievements
• First Call/Chat Resolution (FCR) – Improved FCR by 15%, boosting CSAT and reducing repeat contact volume.
• Mean Time to Resolve (MTTR) Optimization – Reduced MTTR by 20% through real-time tracking and automation strategies.
• Escalation Workflow Optimization – Cut unresolved escalations by 25% via proactive alerting and governance design.
• High-MRR Customer Management – Implemented premium client support models improving SLA compliance and retention.
• Macro Audit Automation – Built automated Excel macros improving process compliance and audit reporting accuracy by 30%.
• Spark Case Study – Reduced average case duration by 12% via workflow automation and AI triage assistance.
• AI Chatbots Persona Architecture – Designed and deployed AI personas for real-time query assistance, enhancing accuracy and efficiency.
• Custom Persona Implementation – Integrated AI-based workflow personas into operations, improving resolution accuracy by 25%.
• Incident Escalation Automation via Power Platform – Automated escalation routing through Power Automate, reducing manual follow-ups by 40% and improving SLA visibility.
Awards & Recognition
Leadership Excellence Awards – Apr 2024, May 2024, Sept 2024 (Recognized for innovation, leadership, and operational transformation)