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
IT Service Management
Delivery Management
Project Management
Agile Delivery
SWIFT interfaces and MT formats
XML ISO22 implementation
CHAPS, BACS, SEPA, Faster Payments,RTP,ACH and many more widely used payment formats used worldwide
Xtensive experience in SQL creating/altering local databases and performance tuningDB2 Stored procedures
IBM Websphere Transformation Extender
IBM Sterling File Gateway
IBM Sterling B2B Integrator
Splunk User certification
AppDynamics monitoring and alerting
Web services SOAP/REST/CICS
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