1. Professional Synopsis
11+ years of rich experience in the IT Infrastructure Service Management & Service delivery for Media,
Insurance and Financial domains. Have experience of handling Service Desk Operations, End User
Computing and ITSM frameworks.
Areas of Expertise
ITSM – Process Consultant, Service Desk Operations Management, People Management, Vendor
Management, Resource Management, Performance Management, Data Analysis, Strategic Planning,
Supervision and Key Co-ordination, Dashboard Report Management & Assortment of Reports to be
shared with Onsite & Offshore Teams.
Career Highlights
HCL Singapore Pte Ltd Duration: 20th
Oct. 2012 till date
Process Manager [Singapore Exchange, Singapore]
• Manage Incident Management Operations.
• Performing Incident Reviews and preparing all sorts of meetings and reports.
• Chair the RCA meetings, help in preparation and tracking of PBIs, closure of actions items.
• Collate the action items drawn during the incident and post the RCA / IR report (shared with MAS).
• Schedule & Brief the Problem Manager / Change Manager on all Incidents which requires RCA/
Action Item tracking.
• Ensure Service Management Actions on Incidents are tracked to closure.
• Communication Management during Incidents.
• Engaging with the Senior Management / Stakeholder Management.
• Preparing all the Incident reports for a Management perspective.
• Preparing all client facing Service Management reports for a management overview.
• Continual Service Improvement for all processes and Tools.
• Aid in the work flow design management during Tool upgrades.
• Well-honed in collaborating with cross-functional teams & lending technical support to new trainees,
thereby assisting in creating a flawless Management System. Decisive leader capable of managing
multi-sited teams comprising of varied members while ensuring judicious resource allocation and
utilization.
Saurabh Sanwal
Address: 12 Rivervale Link, Unit #06-21, Park Green, Sengkang, Singapore - 545045
Mobile: +65-97800462.
Email: Doonitesam@gmail.com
Passport: K6615018 (valid until 2022)
Visa Status: EP (expiry 22nd
January 2016)

2. • As a part of Change Approval Board (CAB), reviewed the changes based on their impact. Discussed
the different aspects for a change to be approved like User Acceptance Testing (UAT), Rollback
Plans, audits on compliance of Changes, Trainings for the improvisation of Change Management
process across different Line of Businesses (LOBs).
• Roles and Responsibilities for Incident Managers, Problem Manager, Change Manager, Release
Manager, Availability & Capacity Manager Etc.
• Align with Lean and Six Sigma initiatives.
• Expertise in maintaining high quality levels in operations and ensuring adherence to all quality
parameters within SLA and procedures as per the norms.
• Mitigation of risks or queries or concerns during the course of an incident.
HCL Technologies Ltd. Duration: 20th
Oct. 2010 – 20th
Oct. 2012
Process Consultant – [IT Service Management (Service Now) and IT Service Delivery – Fox
Entertainment]
• Managed the CMDB Clean-up. Asset Management of all the hardware assets for Fox
Entertainment
• Made Process Flows for prioritising Servers (Windows / UNIX / DBA etc.).
• Prioritisation of Servers as per their classification.
• Involved in the transition from BMC Remedy 7.0.1 to Service Now.
• Created Training Documents for Service Now to be used for Fox IT Staff.
• Made Process Flows for Incident / Change / Problem Management.
• Part of CAB meetings and Weekly EUCS Meetings to review and get feedback on issues from
Service Desk in order to improvise the same in Service Now (SNow).
• Assimilation of Dashboard Reports for Cross Validation in Onsite & Offshore Team Meetings.
• CMDB Data Collation from Dashboard and Tools Data (Remedy-> Service Now).
• Involved in Service Now BCM Program and Service Now Alignment Project.
• Responsible for Training Programs for New Hires in the Team.
• Responsible for managing resources onsite and offshore under the CFS ITSM Team.
• Service Now Administration and Management for Offshore Employees.
HCL Technologies Ltd. Duration: 13th
Oct. 2008 – 20th
Oct. 2010
Service Desk Lead & Incident Manager
• Managing a Service Desk consisting of 150 resources.
• Responsible for roster preparation of the employees per Queue availability.
• Handling high severity incidents from offshore. Keeping the Service Manager (US) in loop for
any severities created.
• Administering the Email Queue (AIG Helpdesk mailbox) and ensuring the Email Queue with
ample resources so as to avoid sudden influx of mails towards the end of the month.
• Preparing the Management reports for Management Steering Committee and Executive
committee meetings with Client & HCL management.
• Liaising with HR group in the new hires and screening process, training programs, attendance
collation for salary creation by month end.
• Host Governance calls scheduled twice weekly to discuss the trends and share updates with the
client.
• Lead the Service Improvement Team for improving the CSAT scores and its practices
as per the process.
• Chalk out plans for the smooth functioning of the Helpdesk by incorporating methods of
hygiene and checks like Quality Calibration which was started with the client on a weekly
basis.
• Achieving 100% in CSAT and attendance as a team.
• Completed the automation project for creating emails into tickets hence saving the effort in
logging the tickets from emails.

3. • Initiated & implemented CIP for the auto population templates in Remedy to reduce the AHT for
the Service Desk Analysts.
• Responsible for CSI, SIP, ITSM Projects for improvement.
• Handled and completed the complete transition for Service Desk both US.
• Defined and documented IM, PM, CM, VIP User Support Process along with 15 other Service
Desk Processes.
Wipro Pvt. Ltd Duration: 9th
Sept. 2004 to 11th
Oct. 2008
Senior Technical Associate, Wipro Ltd.
• As a team member handling Technical issues related to Desktop, Laptop and
Peripherals.
• Emphasizing on First Time Resolution for all technical issues related with Dell.
• Monitoring Team scores and judging and working on Areas of Improvement.
ADDITIONAL RESPONSIBILITIES
• To plan development and enhance individual performances with Assistant Manager on
Weekly basis.
• Guiding & assisting new joiners with their process knowledge and helping them provide
Resolution and come up the learning curve.
• Reporting and maintaining of the daily sales percentages.
• Assisting unit manager with his daily jobs and performing all the duties and
responsibilities
Of Assistant Manager when on leave.
Education
• Graduation (B.Sc.) from H.N.B.Garhwal University (2005). Uttarakhand
• Senior Secondary School Exam (2001) from G.D.Birla Memorial School, Ranikhet.
• Secondary School Exam (1999) from G.D.Birla Memorial School, Ranikhet
• MS-Excel , MS-Word , MS-Power Point, ITIL V3 Foundation, ITIL Intermediate OSA, RCV (HCL
Accredited by APMG)
ACHIEVEMENTS
• Awarded BEST AGENT for Dec’05, March & Nov’06 and June’07.
• Awarded “Quarterly Champion” for Q IV’06
• Was adjudged BEST RESOLUTION SPECIALIST for April’07 and Jan’08
• Awarded C-SAT certificate in May-Sep’05, Feb, April, Oct, Nov’06; June-Sep,
Dec’07,
Feb’08.
• Awarded Dell Goodies award in Aug’06 and Dec’07 for team’s performance up-
lift
Significantly.
Training Programs Attended
• BEAN BAG SESSIONS – Sessions to improve the First Time Resolution on calls
• MS-Excel shortcut module (Basic)
• ITIL V2 certified (HCL Certified)
• ITIL V3 certified (Exin)
• Email Etiquette Training

4. • Trainings attended on People Management & Talent Utilization.
• Training attended for aspiring Transition Manager – Due Diligence.
• Process Consulting Training (ITIL Intermediate Level) under the aegis of HCL CFS Team.
• Modules covered under ITIL Intermediate level (HCL Internal) were OSA & RCV. Under the
aegis of Rajan Kanda (Part of APMG’s Questionnaire rebuild team).
• Process Consultancy as an Asset Manager
• HCL Global Project Management Methodology Trained (PMP).
• Process Owner for IM, CM (Change Management -Backup), PM (Problem Management -
Backup), AM, CM (Capacity Management).