* Executed product strategy for AWS Systems Manager Incident Manager product with focus on new service launch in 2023 for large enterprises & small and medium business to streamline operations for their cloud transformation journey using AWS stack.* Developed and executed product vision with 3 year roadmap focusing on value proposition and revenue goals with targeted 12% YOY growth for Systems Manager Incident Manager* Built new partner models for sales, implementation and support services for Incident Manager with existing GSI’s , ISV’ and service partners.* Created Go To Market (GTM) plan for Incident Manager with value selling proposition for Small to Medium Business and Enterprises* Launched 4 product differentiator and value features in a period of 3 months with Incident Manager to gain competitive advantage over other market solutions

* Working with Fortune 50 technology organizations in translating and prioritizing business strategy to define product concepts and roadmaps* Develop value proposition and articulate product vision to internal and external stakeholders* Own and drive all aspects of the product area from product vision to delivery to customer adoption.* Collaborate with C-suite, executive leadership, engineering, design, marketing, and sales to create, plan and own NACV, product roadmap and customer lifecycle* Act as a product champion with internal and external stakeholders* Establish relationships and implementation and support models with key partners in ServiceNow ecosystem, both ISVs and services partners.

* Part of key leadership team in customer success organization leading a team of enterprise platform architects within Fortune 100 customers to drive product adoption and enhanced customer experience helping scale digital transformation across the enterprise.* Worked closely with the Sales Management, Regional Directors and GTM leaders to align on customer industry specific strategies, renewal forecasting, coverage plans, account opportunities and customer success plays and roadmaps.* Develop the skills and capabilities needed for the team both through training of existing platform architects and do capacity planning with HR to onboard and hire new resources.* Created capacity modelling process and tool for to plan proactive resource hiring and targeting resource assignment based on current and future pipeline needs and predictive analysis on dynamically changing customer needs.* Provide business development support by generating leads and participating in close of sales.* Work with various internal, partner and customer teams in providing oversight through capability lifecycle planning and prioritization, including assisting in the development of program technical initiatives, goals, and scope and success criteria.

* Worked with global fortune 500 customers and served as the trusted technical advisor in defining business and functional requirements into design and implementation strategy within the ServiceNow platform. * Provide recommendations to Sr. Leaders and C level executives on business value realization to help drive strategic outcomes with the ServiceNow platform.* Provide guidance in ServiceNow instance strategy to maintain a healthy platform and help in the architecture and guidance for design of new applications and enhancements to existing applications to meet current and new business demands* Understand customer business outcomes and provide technical evaluation for new and existing applications against ServiceNow applications. * Get involved in multiple stakeholder engagements on both business and technical side to drive specific outcomes with focus on process standardization and optimization.* Work with customers and partners in defining and maintaining the strategic platform roadmap and architecture blueprint.* Work with various internal, partner and customer teams in providing oversight through capability lifecycle planning and prioritization, including assisting in the development of program technical initiatives, goals, and scope and success criteria.

* Lead a team of business analysts,developers and architects in developing, operationalizing and supporting the global multilingual ServiceNow platform for over 100,000 users for XPO Logistics.* Architected and developed the new hire provisioning and onboarding order guide accommodating cross functional business unit workflows for over 125+ applications and complex hardware and software procurement mechanisms.* Created a 3 year strategic roadmap along with detailed processes for Hardware Asset Management for managing end user assets for the entire global XPO organization .* Architected, developed and implemented the hardware asset management module in ServiceNow along with integrations to third party procurement management systems.

* Responsible for leading a team of developers, architects, program managers and vendors in implementing standardized processes and platforms across Legacy Health and its affiliates.* Implemented Cherwell Service Management platform across Legacy IS with a fullyintegrated CMDB in a period of 4 months with a customer self-service portal and password reset functionality for internal and external customers.* Developed new sprint planning methodology and agile approach with Dev-Ops model to improve on-time delivery from 15% to 90% for IT Service Management (ITSM) team in 2 months and resulting in over 35% annual operational savings.* Established project management policies, tools and processes to improve client expectations and reduce operational costs.* Developed a 3-year strategy plan for complete reimplementation of ITSM suite with processes and tools with keeping customer centric delivery model for services.* Drove the Identity and Access Management(IAM) strategic roadmap through risk analysis, compliance capabilities resulting in key efforts to reduce risk and enable technology simplification.* Collaborated with different lines of business within Legacy to centralize user provisioning of various applications by forming a central Identity Services (IDS) team.

•Responsible for meeting all relevant statutory and mandatory requirements associated with operations and projects for working within the framework of the company's core values•Leading a team of 15+ employees with an annual budget of $3M, responsible for overall ITSM practice with core focus on health care operations, strategy planning, and business continuity and enabling services to new M&A partners and affiliates•Established department standard operating procedures for the ITSM product suite comprising of Service Catalog, Asset Management,CMDB, Service Desk , Process Automation and Reporting •Developing and managing interdisciplinary teams for multi-party projects•Identifying and managing risks, issues and dependencies on project and operational activities related to ITSM department •Improved System Availability from 93.67% to 99.99% in 2 quarters by redesigning infrastructure for redundancy and implementing strict change control procedures within maintenance windows•Drove the design and build out of completely restructured and redesigned Service Catalog to enable IS services to 75,000+ caregivers nationwide within 3 months •Transformed ITSM department into a strategic business partner by developing a technology roadmap to align with business needs.

Responsible for leading the Enterprise IT Management division at Integral Consulting Services Inc and managing a team of Project Managers, Vendors, Architects and Consultants in the area of CA product services and BMC products.Responsible for complete business development for Enterprise IT division at Integral Consulting Services Inc. Increased CA team strength from 4 to 35 in a span on 1 year and consistently increased Integral revenue for CA services every year by 100%Managing large scale budgets for numerous clients of Integral ConsultingManaging global delivery of Enterprise IT solutions for numerous Integral clientsSetup offshore development team and practice for Integral Consulting to supplement CA Technologies offshore development, new product technology innovation and application support

Review existing process for Service Desk, Service Catalog, PAM, CA Workflow and ITAM and suggest any modifications if necessary.Design Architectural roadmap for CA ITSM suite migrationUpgrade and migrate data from existing Service Desk Manager R 12.6 to Service Desk Manager R 12.9 in Development environment with changes to Database from SQL 2008 to SQL 2012 on active-active clusteringUpgrade and migrate data from existing Service Catalog R 12.8 to Service Catalog R 12.9 in Development environment with changes to Database from SQL 2008 to SQL 2012 on active-active clusteringUpgrade and migrate data from existing UAPM 11.3.4 to ITAM R 12.9 in Development environment with changes to Database from SQL 2008 to SQL 2012 on active-active clusteringUpgrade and migrate data from existing PAM 4.0 to PAM 4.2 SP2 in Development environment with changes to Database from SQL 2008 to SQL 2012 on active-active clusteringSetup Service Desk r 12.9 on HA mode for minimum downtimeKnowledge transfer on upgrade and migration to Baker Hughes team

Architected the CA ITSM solution for implementation at Wellcare and provided client with detailed SDS and hardware architecture specificationsLead a team of 3 consultants in implementing various CA products in Wellcare environment Assist WellCare team in hardening of servers and also guide them, on best practices for data retention and backup procedures Prepare WBS for entire CA ITSM implementation project.Managed entire project lifecycle at Wellcare for CA ITSM implementation Recommend Best practices for Service Desk R 12.7, CA Service Catalog R 12.8 and CA ITPAM 4.1 implementation and configurationImplement CA Service Desk Manager R 12.7 along with CA mobile enablement Implement CA ITPAM 4.1 and integrate it with CA Service Desk Manager Develop 6 custom ITPAM processes for Change Management and Problem Management module and developed the Hybrid model for Workflows in Service Desk using ITPAMDevelop custom operators and custom functions in ITPAM to back trigger workflow tasks as classic workflows tasks in Service Desk using ITPAMDevelop CA ITPAM process to integrate CA Service Desk Manager and VCM to populate CA CMDB with server assets and CI’sConfigure Mail reader module in CA ITPAM to approve and reject workflow tasks based on emails Configure Mail eater to automatically create and updated tickets in Service Desk Create custom action macros and events to use as ITPAM process trigger points Write custom javascripts , spel codes, htmpl codes for business process adaptations in Service DeskImplement Xtraction v 3.2 for reporting Implement Business Objects 3.2 for reporting Implemented ITAM r 12.6 and imported assets into ITAMIntegrated Service Desk Manager R 12.7 and CA ITCM R 12.5 for automatic ticket creation based on policies and rulesArchitected and Designed the connector for Microsoft SCCM 2012 and CA Service Desk Manager R 12.7Wrote custom PowerShell scripts to establish 2 way communication between SCCM and Service Desk Manager

Review existing process for Service Desk and suggest any modifications if necessary.Design Architectural roadmap for Service Desk MigrationPrepare WBS for entire migration planning. Recommend Best practices for Service Desk data purge and archiveFix multiple issues with Service Desk communication and Windows environment at FDC. Problems included configuration of SQL, Windows Application Server, IIS server. Reconfiguration and fix installation issues with Service Desk application. Upgrade existing service desk R 12.1 to Service Desk Manager R 12.7 in Development, QA,DR and Production Environment with changes to the OS and Database. Operating System was changed from Windows 2003 SP3 to Windows 2008 R 2 and Database was changed from SQL 2005 SP4 to SQL 2008 Enterprise R2. The entire system was configured in SSL and also on high availability mode.Overview of Change Management process and supervised 2 CA employees and one contractor in implementation of Hybrid change management process at FDCServed in the capacity of technical lead from CA side to lead the project to a successful completion.

Knowledge transfer on Business Objects components and architectureAssistance in Business Objects implementation and integrationCreation of custom derived universe for Service Desk, Service Catalog and ITAMCreation of custom reports in Business Objects including data reports, graphs, pie charts etc Creation of custom dashboards in Business ObjectsKnowledge Transfer on Events, Calendars and scheduling of reports in Business ObjectsCreation of complex reports with custom SQL statements

Review existing process for Service Desk and suggest any modifications if necessary.Design Architectural roadmap for Service Desk MigrationPrepare WBS for entire migration planning. Recommend Best practices for Service Desk R 12x implementation and configurationFix multiple issues with Service Desk communication and Windows environment at SBA. Problems included configuration of SQL, Windows Application Server, IIS server. Reconfiguration and fix installation issues with Service Desk application. Upgrade existing service desk R 12.1 to Service Desk Manager R 12.7 in Development Environment with changes to the OS and Database. Operating System was changed from Windows 2003 SP3 to Windows 2008 R 2 and Database was changed from SQL 2005 SP4 to SQL 2008 Enterprise R2Upgrade existing service desk R 12.1 to Service Desk Manager R 12.7 in Production Environment with changes to the OS and Database. Operating System was changed from Windows 2003 SP3 to Windows 2008 R 2 and Database was changed from SQL 2005 SP4 to SQL 2008 Enterprise R2Write custom javascripts , spel codes, htmpl codes for business process adaptations in Service DeskImplement Xtraction v 3.0 for reporting Implemented ITAM r 12.6 and imported assets into ITAM

Review existing process for Service Desk and suggest any modifications if necessary.Design Architectural roadmap and project plan for Service Desk MigrationPrepare WBS for entire migration planning. Recommend Best practices for Service Desk R 12x implementation, upgrade and configurationDesign complete failover and high availability architecture

Review existing process for Service Desk and suggest any modifications if necessary.Design Architectural roadmap for Service Desk MigrationPrepare WBS for entire migration planning. Recommend Best practices for Service Desk data purge and archiveFix multiple issues with Service Desk communication and Windows environment at Baker Hughes. Problems included configuration of SQL, Windows Application Server, IIS server. Reconfiguration and fix installation issues with Service Desk application. Upgrade existing service desk R 11.2 to Service Desk Manager R 12.6 in Development environment with changes to the OS and Database. Operating System was changed from Windows 2003 SP3 to Windows 2008 R 2 and Database was changed from SQL 2005 SP4 to SQL 2008 Enterprise R2Planned data center move from Atos Origin data center in Dallas to IBM Data Centre in New YorkUpgrade existing service desk R 11.2 to Service Desk Manager R 12.6 in Production Environment with changes to the OS and Database. Operating System was changed from Windows 2003 SP3 to Windows 2008 R 2 and Database was changed from SQL 2005 SP4 to SQL 2008 Enterprise R2Installed and configured 2nd instance of Service Desk with Offline reporting procset for Business Objects reporting

Review existing process for Service Desk and suggest any modifications if necessary.Map and modify existing processes to meet ITIL v3 standards.Design Architectural roadmap for Service Desk MigrationUpgrade Service Desk Manager Development system from R 12.5 to R 12.6 on new Windows 2008 R2 and SQL 2008 environment Upgrade existing service desk R 12.5 to Service Desk Manager R 12.6 in Production Environment with changes to the OS and Database. Operating System was changed from Windows 2003 SP3 to Windows 2008 R 2 and Database was changed from SQL 2005 SP4 to SQL 2008 Enterprise R2

Implement Business Objects XI and integrate with CA Service Desk Manager R 12.1 Import CA SCM BOXI into CA Service Desk Manager reporting server Create custom reports for CA Service Desk Manager and CA SCMWrite external spel codes and perl scripts to achieve client desired integration between main frame solution and CA Service Desk ManagerCustomize Service Desk using JavaScript, spel codes, events and macros for combining 4 different Issue Processes into one single process

Architect the solution for upgrade of Service Desk R 11.2 to Service Desk Manager R 12.5Move from single box service desk environment to distributed architectureImplement Service Desk database on clustered SQL serverImplemented Service Desk Manager R 12.5 and CMDB R 12.5 on single primary server and 3 secondary servers with one secondary server on external DMZPerform database to database move of Service Desk MDB and Business Objects CMS database from SQL 2005 to SQL 2008 ( non-standardize customization)Migrate entire service desk with over 6GB+ of database size in less than 18hrs and move setup from single environment to distributed setupIntegrate Service Desk Manager R 12.5 and Microsoft SharePoint via mail-eater functionality in Service DeskImplement and architect Business Objects reporting Creating custom 40+ reports on Business Objects for various Alere business units and auto scheduled reports to be send to management.Write additional javascript, spel codes to achieve business process functionality in Service Desk R 12.5Create new forms and button to create an incident automatically from issues with information ported from issues to the incident.Provide recommendations and best practices on CA Workflow and ITPAM usage for workflows

Architect the solution for upgrade of Service Desk R 11.2 to Service Desk Manager R 12.5Design Procedure to migrate only certain tables and data from the existing Service Desk R 11.2 system to Service Desk Manager R 12.5 systemDesign scripts, rules and bat files to migrate the data so that minimal user intervention would be requiredSuggest process changes and map existing business practices to ITIL standards.Perform customizations for attaching of multiple Configuration Items to Request, Problems and Incidents( non-standard customization)Provide recommendations and best practices on CA Workflow use

Architect the solution for upgrade of Service Desk R 11.2 to Service Desk Manager R 12.5Migrate existing service desk setup to R 12.5 over the weekend without any errors or issues during the migrationModify web forms for client desired functionality while retaining the integrity of OOTB Service Desk R 12.5 formsImplement CA Workflow and Business ObjectsCreate CA Workflow processes and custom reportsCreate custom spel codes to achieve additional client business functionality Integrate custom mainframe application to Service Desk using mail eater for auto creation of tickets

Review existing process for Service Desk and suggest any modifications if necessary.Map and modify existing processes to meet ITIL v3 standards.Implement CA Workflow Design custom CA workflow based on client processesImplement BOXI for reporting and migrate existing crystal reports to BOXIDo Service Desk customziations including Spel codes, javascript changes, web customizations etcImplement CA CMDB and integrate CA CMDB with service deskImplement CA Cohesion and create custom blueprints to identify custom applications on the serversImplement CA Cohesion ACM and deploy CA Cohesion agents. Upgrade existing service desk R 12.1 to Service Desk Manager R 12.5

Review existing process for Service Desk and suggest any modifications if necessary.Map and modify existing processes to meet ITIL v3 standards.Upgrade existing Service Desk v 11.2 to v 12.1 Format and Migrate existing data. Scripts written using Perl and VBS.Implement CA Workflow Design custom CA workflow based on client processesBuild multi-tenancies to help each organization view relevant data and prevent other organizations from viewing the same.Implement BOXI for reporting and migrate existing crystal reports to BOXIDevelop custom application using Perl and Service Desk API’s

Architect the solution for CA Workflow implementationGather business requirement and define mapping with CA WorkflowDesign CA Workflow definition and prepare complete design specification documentation

Architect the solution for self service including implementing a 2 stage workflow which was done as part of incidents and not change ordersAdd additional fields and tables in Service DeskCreate custom spel codes and javascripts Modify web formsPerform end to end testing of self service Create a 2 stage environment with staging and production and assist in go-live with the designed solution

Review existing architecture and service desk implementation Review existing customizations and modifications done to the service desk environmentDesign the roadmap for migration of service desk from v6.0 to v11.2Architect the solution for integration of service desk with 3rd party mainframe toolProvide complete System Design Specification Documentation with project breakdown structure and project timeline

Review existing architecture and service desk implementation Review existing customizations and modifications done to the service desk environmentDesign the roadmap for migration of service desk from v6.0 to v12.1Architect the solution for integration of service desk with 3rd party mainframe toolProvide complete System Design Specification Documentation with project breakdown structure and project timeline Perform migration of service desk from v6.0 to v12.1Design custom spel codes, htmpl forms and javascript codes to achieve client desired functionality in service desk.Integrate Service Desk solution with CA Software Change Manager for automatic package creation Integrate Service Desk solution with CA NSM,CA Spectrum and CA e-health for automatic Alert ManagementIntegrate Service Desk with Desktop Management Suite to create automatic ticket creation based on business rules and policies.

Implement Unicenter Dashboard 11.2 Customize dashboard department wise to generate limited view Modify existing dashboard query to match client requirements Provide complete implementation and as-built documentation

Review existing architecture and implementationReview existing modifications on the service desk environmentArchitect the design for Service Desk R 11.2 implementation Provide complete system design specification documentationImplement and configure Service Desk R 11.2 on staging and production environmentMigrate client required data from the old service desk 6.0 system to the new service desk r 11.2 systemCustomize service desk on form level and object level to incorporate client requirement and processesIntegrate service desk with active directory for importing user data Integrate Service Desk with 3rd party patient monitoring system to facilitate automatic ticket creation using mail eater.Integrate Unicenter Service Desk with Microsoft Asset Management System to import and sync Asset Data.

Implementation of CA ITSM solutions for numerous clients, assist in RFC preparations, lead remote team in assisting onsite implemntation team for CA Suite of products