Saurabh Sanwal has over 11 years of experience in IT infrastructure service management and service delivery. He has expertise in ITSM frameworks, service desk operations management, and people management. Some of his responsibilities have included managing incident management operations, performing incident reviews and reports, chairing RCA meetings, and ensuring service management actions are tracked to closure. He has worked for HCL Technologies and Singapore Exchange in various process consultant and management roles.

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).