Open to opportunities

Saurabh Tiwari

@saurabhtiwari2

Message

India

Message

What I'm looking for

I seek a leadership role in ITSM or customer success where I can reduce MTTR, improve SLA performance, lead major incident efforts, and drive CSI in a collaborative, outcome-focused organization.

I am a Service Delivery and IT Service Desk Leader with over 13 years of experience managing 24×7 global IT support operations across BFSI, Automotive, and IT sectors. My expertise spans incident, problem, change, and major incident management, SLA/KPI governance, escalation handling, and stakeholder coordination in multi-geography, high-pressure environments.

I have a strong background in ITIL-aligned practices, Root Cause Analysis (5-Why & Fishbone), and Continual Service Improvement (CSI), driving operational excellence and process optimization. I have successfully led large cross-functional teams, implemented process improvements that reduced recurring incidents, and enhanced service reliability and customer satisfaction.

Beyond work, I am passionate about leveraging technology to improve business operations, exploring emerging ITSM tools, and mentoring teams to achieve high performance. I actively stay updated on ITIL practices, service management trends, and automation opportunities to drive measurable impact.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Feat Systems

Jun 2025 - Present (7 months)

Led enterprise automation and digital transformation initiatives, aligning UiPath and internal solutions with client objectives while overseeing 24/7 support and SLA adherence; delivered executive reports showing cost savings and efficiency gains.

& Customer Success Automation Incident Management SLA

IT Service Delivery Manager

Feat Systems Pvt Ltd

Jun 2025 - Oct 2025 (4 months)

Coordinated infra, apps, and security teams to improve 24/7 service delivery and user experience; led process optimizations and ITIL-based problem/change integration to reduce recurring incidents and improve NPS/CSAT.

ServiceNow Jira Freshdesk Incident Management Change Management SLA Management

Service Desk Specialist

Knowledge Works Global Ltd.

Oct 2022 - Mar 2025 (2 years 5 months)

Managed end-to-end incident support for automotive clients achieving 98% SLA compliance, led major incident bridges and executive communications, and produced SLA, RCA, and service health reports for senior stakeholders.

Incident Management Major Incident Bridges SLA Executive Communication

Service Desk Manager

Jellyfish Digital Technologies Pvt Ltd

Oct 2019 - Oct 2022 (3 years)

Managed 24x7 global incident operations with 95%+ SLA adherence as primary escalation for P1/P2 incidents, led PIRs and CSI initiatives, and implemented automated incident reporting reducing errors by 20%.

Service Desk Management PIR SLA Automation Escalation Management

Assistant Manager

Syndrome Technologies Pvt Ltd

Apr 2017 - Aug 2019 (2 years 4 months)

Led incident response for IT infrastructure rollouts for enterprise clients, conducted RCAs and process improvements, and designed escalation paths and KPI dashboards to improve service outcomes.

Incident Response Process Improvement KPIs Escalations Stakeholder Management

Assistant Manager Support Desk

Syndrome Technologies Pvt Ltd

Apr 2017 - Aug 2019 (2 years 4 months)

Led incident response for infrastructure rollouts for enterprise clients, collaborated with vendors for timely recovery, and implemented process improvements and KPI dashboards to improve service monitoring.

Incident Response Vendor Management KPIs Escalation Management IT Projects Service Recovery

Team Lead – Service Desk

VDA Infosolutions Pvt Ltd

May 2012 - Apr 2017 (4 years 11 months)

Supervised 24x7 support across 4,000+ locations achieving >97% SLA compliance, managed major incident escalations and bridge calls, and improved First Call Resolution by 15% through training and process changes.

Team Leadership Major Incident Process SLA Training Bridge Calls

Team Lead IT Service Desk

VDA Infosolutions Pvt Ltd

May 2012 - Apr 2017 (4 years 11 months)

Supervised 24/7 support across 4,000+ HDFC Bank locations achieving >97% SLA; managed major incidents, developed escalation matrices, and increased FCR by 15% through training and process improvements.