Ritesh Shah Email & Phone Number

Detroit, Mi, Us

Detroit Metropolitan Area

Currently I’m preparing and getting ready to put AI to work for ServiceNow customers.

Detroit Metropolitan Area

Focused on Amazon Q for ISV customers- Partner with and enable lighthouse customers- Influence product roadmap- Enable field sales/tech teams- Go-to-market strategy

Detroit Metropolitan Area

As an AWS Sr. Customer Solutions Manager, I am on a mission to transform businesses through strategic cloud and AI adoption, democratizing these technologies for sustainable outcomes. By engaging with both C-suite leaders and tech builders, I seamlessly connect technology to business, unlocking substantial value. I ignite cross-collaboration and partnerships to remove organizational blockers. ⭐️ Examples of customer outcomes:Mortgage Fintech: Helped develop conversational AI platform with 33% lead conversionMortgage Provider: Enabled implementation of ML model to reduce customer attrition by 2.5%, adding $3.4M to the bottom line in 2023Commercial Bank: Enabled the effort to modernize legacy, but critical payment processing workload. Resulting in a) trading a $0.5M fixed annual expense for $50 monthly variable expense, b) improved performance from 4s to 400ms, c) 16-25% improvement in software & architecture sustainability⭐️ Influenced over $20M annual recurring revenue sales target in 2023⭐️ Spoke at 3 MI Meetups (AIML, Cost Optimization, Serverless) - Helping revive the AWS MI Meetup (after being dead during COVID), building community (40+ members, 10+ companies) and mentoring 25+ college grads to democratize AWS⭐️ AIML thought leadership: Authored blog (2900+ views), playbook, and conducted training (rated:5/5) for 500+ Amazonians, resulting in 13+ AIML engagements globally, impacting 198 customer participants, announced in public sector keynote. Cross-collaborated and scaled across North America to generate over $7M ARR in a quarter.⭐️ Security remains top priority in 2024, with 63% calling it the most important aspect of cloud deployment per Gartner. However, 51% do not prioritize it enough, leading to regret after avoidable breaches (80% claim). Curate and launched the Security Foundations Catalyst (SFC) mechanism to assess and reduce customer security risk by over 70%

Auburn Hills, Michigan, United States

⭐️ Data Center ModernizationLed the Data Center exit strategy and business case. Spearheaded executive approvals from CTO, CIO, COO, and CFO for $40M budget to modernize the data center with cloud.Defined the future state hosting strategy to exit on-premises data center - convinced the executive team to move 70% apps to cloud and 30% to colocation (as opposed to previous plan of 30% cloud and 70% colocation).Defined the future state strategy and roadmap for AWS cloud foundations - network, security, account structure, infrastructure as code, disaster recovery, and governance. Socialized with technical and security SMEs and got buy-in on strategy from Chief Architect, CTO and CIO. - Improving operational resilience by over 25%- Reducing security risk by over 70%⭐️ Innovation Defined an architecture/solution for secured, isolated, and governed sandbox accounts for developers, engineers, and architects to propel innovation culture- Resulting in 7+ innovative solutions within 6 months to modernize the tech portfolio- 3 solutions estimated cost savings or business growth of over $5M per yearDefined the future state strategy and roadmap for ServiceNow IT service management, IT operations management: CMDB, and technology lifecycle management, estimated to improve mean time to resolve incidents by over 30%.Led the foundations for data, AI and ML. Influenced technology decisions for the ML model to reduce fraud by 16%.⭐️ API monetizationAdvocated for micro-services, API-first, cloud architectures (with estimated API-monetization of over $2M per year)⭐️ Coaching Mentored and coached fellow architects (7+) to develop cloud competency by conducting weekly tech katas

Managed multi cloud (AWS, Azure, GCP) foundations, architecture and provisioning, and operations for 200+ IaaS, PaaS and CaaS workloadsImproved security posture by 40% for CIS benchmark, AWS and Azure foundational security controlsReduced 25% annual cloud costs by implementing right pricing models, right sizing, modernization (e.g. gp2 to gp3 EBS volumes, graviton2), and auto stopping compute when not in use and then auto-starting when neededAutomated 70% of planned operations such as hands-free patching, backups, auto-tagging, monitoring as code, auto-ticketing, etc.Established a cadence for well architected review for critical and consumer facing applications (reliability, performance, security, cost and operations)Established best practices and standards, and associated governance and automation to enforce them

Led the vision, strategy and implementation for global 24x7 operations command center to serve as a custodian of customer experience for connected services across the entire lifecycle from initial enrollment (subscription) to after sales service.- Improved customer experience NPS score by 35%- Positive feedback from JD Power reviewsEstablished business KPIs, success factors, and monitors:- is the vehicle ready for customer? (resulting in 98% readiness for vehicles shipped out to dealers)- customer engagement (resulting in 100% enrollment for connected vehicles before customers leave the dealership)- after sales service (Improved success rate by 10% and response times from 10 to 5 secs for remote operations such as lock/unlock car from mobile app using data and AI)Set up monitors in Splunk to track availability and performance of connected services across a distributed architecture comprising of 10+ components across a) user channels (mobile, web, Alexa, smart watch) b) offboard components in AWS cloud c) onboard telematics and head units d) external and internal integrations. (Accelerated go-live timeline by 8 weeks)Created a single pane of glass view (snapshot) of customer and vehicle information for command center agents, helping reduce mean time to resolve (MTTR) by 25%

Catalyzed Agile and DevSecOps implementation, including but not limited to CI/CD pipeline development (Git, Jenkins), agility playbook, innovation playground setup, etc.Coached multiple IT and business teams to deliver business outcomes in 6-week DoJo (immersive learning) to inculcate a product thinking culture, spanning the entire lifecycle from product discovery and framing, product delivery and product operations. Included Xtreme Programming practices such as test driven development, value stream mapping, etc.Results:- Reduced the flow from idea to production (in customer's hands) by average of 25%- Improved developer job satisfaction by 43% for over 7K builders in US and India

Tech lead for Global IT Service Management implementation across North America, Europe, Latin America and Asia, right from inception including business case, product evaluations, process convergence and tool implementation and ROI realizationRolled out ServiceNow for 10K+ IT and 60K+ business users globallySuccessfully implemented CMDB for applications, servers and their relationships (after 2 prior unsuccessful attempts!). Presented the success story at ServiceNow’s Knowledge conference. Saved $0.5M on discovery effort for cloud migration effort.Implemented easyConnect - bidirectional ServiceNow integrations with monitoring tools, and 3rd party ticketing system’s using reusable and parameter driven REST APIs, creating low code / no code capability. Reduced time to market from 7-9 weeks to 7-9 hours per integration, and reduced maintenance costs by 40%. Presented the success story at ServiceNow knowledge conference.Automated 60% of service requests using self-service and hands-free fulfillment.Orchestrated cloud infrastructure provisioning using Azure ARM templates and AWS Cloud Formation stacks through ServiceNow self-service catalogs, reducing infrastructure provisioning time from 7 weeks to 7 mins.Implemented persona driven mobile micro-moments improving employee experience