Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Swapnil Wagh

IT Service Management
Pune,MH

Summary

Seasoned Service Manager bringing 15 years of IT experience across service management ,delivery management and project management.

Proficient in managing IT operations & delivery for large tier 0 applications with excellent understanding of technology practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery.

Overview

15
15
years of professional experience
4
4
years of post-secondary education
3
3
Certifications

Work History

Regional IT Service Manager

HSBC Technology Services
Pune, Maharashtra
01.2019 - Current
  • Responsible for service management of Commercial banking IT digital services spread globally and operating in "follow the sun" model
  • Manage services for tier 0 applications for commercial banking
  • Major incident management
  • Management escalation calls
  • Provide business & customers with heads up updates on production incidents.
  • SPOC for incident management escalations.
  • Oversaw team of L2 support associates focused on HSBC Connect & ISBI
  • Engage and manage various stakeholder’s such as business, IT support, engineering, client engagement teams.
  • Accountable for service quality and engagement with senior management.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.

Senior Systems Analyst

John Lewis IT
London
06.2016 - 01.2019
  • Performed service transitions during new software introductions.
  • Perform major incidents review
  • Identified areas of possible system improvement to enhance overall business performance, accounting for budgetary concerns and business goals.
  • Third party engagement and communication with suppliers and tool vendors
  • Drafted & Implemented Problem management process from scratch within the team
  • · Coordinates IT activities between business users, service desk and operations support team

First Line Manager

HSBC
Pune, Maharashtra
08.2006 - 06.2016
  • Lead, mentored and oversaw team of 13 associates responsible for delivery of urgent business requirements
  • Lead design and architectural discussions
  • Provided leadership in establishing coding standards and programming conventions
  • Lead team during requirement gathering,analysis,estimation,reviews,quality control of deliverable & maintaining knowledge repository
  • Worked with business and other stakeholders in maintaining a steady pipeline of projects balancing business and team expectations & priorities

IT Project Management Consultant

HSBC
Pune, Maharashtra
08.2006 - 05.2016
  • Individual contributor responsible for overall project management of fast moving customer & regulatory requirements in a matrix project environment
  • Liaising with multiple regional product owner’s to understand the projects pipeline
  • Developed and initiated projects, including managing costs, schedule and performance.
  • Coordination among business,development,infra,test,operations teams to ensure successful delivery

Education

Bachelor of Engineering - Computer Systems

Mumbai University
01.2002 - 01.2006

Skills

IBM Mainframe COBOL/CICS/JCL/DFSORT/CICS Web Services/IWS

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Certification

CSM

Timeline

Regional IT Service Manager

HSBC Technology Services
01.2019 - Current

SPLUNK

06-2018

ITIL

12-2016

Senior Systems Analyst

John Lewis IT
06.2016 - 01.2019

CSM

01-2016

First Line Manager

HSBC
08.2006 - 06.2016

IT Project Management Consultant

HSBC
08.2006 - 05.2016

Bachelor of Engineering - Computer Systems

Mumbai University
01.2002 - 01.2006

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Swapnil WaghIT Service Management