India
Program Manager with 18+ years of experience leading enterprise-scale AI adoption, intelligent automation, and digital transformation, ITSM modernization, enhancement of the IT resilience governance, global service delivery across multi-vendor environments. Proven success in driving AI-powered modernization programs, delivering measurable business outcomes, and building high-performing distributed teams. Strong expertise in AI governance, automation ROI realization, predictive operations, and executive stakeholder engagement.
Program Leadership & Execution • Built and governed a 24×7, Global Digital Command Centre managing 500+ monthly critical operational events across releases, migrations, & infra upgrades. • Directed the cross functional team to design and implement enterprise End-of-Life remediation automation framework delivering 1,500+ annual productive hours savings & improving security posture across 60,000+ apps • Secured $multi-million multi-year contract renewals by demonstrating automation ROI, service maturity, & operational improvements. • Led release management, risk assessment, partnering with Change, Operations, Engineering, and Business stakeholders to evaluate impact, readiness, and rollback strategies. Acted as the single point of accountability during release execution, overseeing live deployments through Command Centre. • Established AI governance frameworks covering ITSM adoption tracking, performance metrics, & operational risk controls are adhered for assured production stability. • Implemented AI-powered automation using platform improving MTTR, reducing manual workloads & enabling predictive operations. • Stakeholder Engagement & Strategic Alignment of project objectives with business goals, driving strategic initiatives & maximizing value delivery. Owned financial governance including budget management, contract compliance KEY AI INITIATIVES Executive Intelligence & Reporting Automation: • Automated executive dashboards using ServiceNow analytics. Enabled real-time leadership decision intelligence and eliminated manual reporting errors & saved man hours Predictive Monitoring of Application Health • Implemented automated health scoring models with proactive alerting & automated incident creation. Improved application up time and service reliability. Enterprise Automation & Modernization Program • Delivered policy-driven automation pipelines integrating discovery, remediation, compliance reporting. Improved audit readiness, reduced cyber risk exposure
Managed and led global EUC operations using automation-supported ITSM frameworks. Improved SLA compliance using analytics-driven performance monitoring.
Managed and led global EUC operations using automation-supported ITSM frameworks. Improved SLA compliance using analytics-driven performance monitoring.
Established multilingual IT Service Desk operations. Implemented KPI dashboards and quality automation frameworks. Standardized ITSM processes.
Established multilingual IT Service Desk operations. Implemented KPI dashboards and quality automation frameworks. Standardized ITSM processes.
IT Operations Management Led Severity 1 & 2 incident response programs. Coordinated cross-platform service restoration efforts. Implemented RCA automation practices.