Senior Manager - ITSM Solution

12+ years of IT experience with 7+ years in AMS Solutioning, ITSM Ticket Analytics, Automation, GenAI, and Agentic AI-led transformation initiatives.

Strong expertise in ServiceNow/Remedy ticket analysis, volumetric modelling, trend identification, root cause analysis, and ticket optimization for large-scale AMS environments.

Proven experience identifying Elimination, Automation (RPA/ITPA/AIOps), GenAI, and Agentic AI use cases, delivering measurable productivity, efficiency, and cost optimization outcomes.

Hands-on experience in AMS estimation, FTE modelling, resource loading (RL), productivity baselining, SLA-driven staffing models, and operational benchmarking.

Demonstrated capability in designing end-to-end Automation and AI solution architectures, including AIOps, Observability, RPA, LLMs, and Agentic AI frameworks.

Strong experience supporting RFP/RFI/RFS pursuits, deal solutioning, commercial modelling, pricing strategies, and creation of AI-led transformation roadmaps.

Proficiency in advanced Excel, Power BI, dashboarding, and data visualization tools to derive actionable insights and executive-level recommendations from ticket data.

Excellent stakeholder management and communication skills, collaborating with Solution Architects, Enterprise Architects, Pricing, Transition, Operations, and Pursuit teams to deliver winning proposals.