A multi-year managed-service engagement for a European automotive parts distributor, held as a dual-role position. On the development side: designed and delivered a Dynatrace-to-ServiceNow inbound email-action integration for incident management, migrated the client away from DeepL onto their in-house LLM for dynamic translation, and implemented SailPoint user provisioning alongside PingID as the SSO provider. Also led multiple platform upgrades end-to-end across Dev, UAT, and Production, and sustained ITSM development across the client's enhancement backlog throughout the engagement.
A Security Incident Response and Threat Intelligence engagement for a European commercial real-estate bank. Core deliverable: a bi-directional integration between ServiceNow Security Incidents and Quointelligence Mercury, handling both directions of the threat-intelligence exchange. Also built an IP Geolocation enrichment scoped app proactively — imported security incidents are automatically enriched with geolocation metadata before triage. Ongoing SIR customisation work continues across the client's Threat Intelligence lifecycle.
Customer Service Management, Performance Analytics
Role
Developer
An ongoing CSM and Performance Analytics engagement for a global home appliances manufacturer. Built SAP middleware transform flows for account, contact, and consumer data arriving into ServiceNow via a scripted REST API, and configured the Genesys-to-ServiceNow CTI plugin integration to bridge voice channels with the CSM console. Sustained CSM and ITSM story development continues across the engagement backlog.
A Risk & Compliance implementation for a pharma-industrial real-estate client. Imported foundation data across Control, Control Objectives, Entity, Entity Type, and Risk Statement tables, then developed a fully custom Advanced Risk Assessment — including scripted quantitative scoring logic for both Inherent and Target ratings across the client's risk portfolio.
Served as ServiceNow Operations Manager for the Automotive parts distribution managed-service client. The role covered SLA and budget reporting, monthly service reviews, backlog monitoring across incidents, service requests and enhancements, story management (enhancement intake, requirements engineering, user story authoring, sprint planning), release coordination across major releases and minor patches, and resource allocation.
Additional managed-service support for psychiatric healthcare and IT integration provider clients, covering ServiceNow incident and performance resolution.
Ad-hoc engagements
Short ITSM customisation engagements across refractory materials, industrial automation, social welfare, automotive components, and eldercare sectors.
Internal company work & development
Designed and built a scoped performance metrics application capturing five performance metrics across the SOLVVision managed-service client portfolio.
Member of a small team of lead developers investigating the introduction of Claude Code, MCP, and Visio into the firm's day-to-day development workflow.
Four enterprise delivery engagements plus the build-out of NTT Data DACH's IRM go-to-market practice. Industries served: automotive, media, refractory materials, and internal.
Featured engagements across multiple industries
Period
01.2021 — 07.2022
Modules
Customer Service Management, CTI Integration, Survey Management, LDAP Integration
Role
Platform & Integration Architect
A major migration programme for a European automotive OEM — from BMC Remedy onto ServiceNow. Led the migration of Customer Service Management and the CSM Workspace, and the Survey Management migration from the legacy Formgen/Pilotdata platform via JDBC and a MID server. Also delivered the InIn-CIC CTI integration, bridging call data and the staging database into ServiceNow, and designed the LDAP integration across four patterns: user population, authentication, scheduled refresh, and LDAP listener.
A compressed dual-track engagement for a media conglomerate: a full Security Incident Response implementation alongside a Risk & Compliance proof-of-concept. Migrated the client's custom-table threat-intelligence model onto native SIR tables, and implemented complex scoring logic across Threat Resilience %, Damage Impact %, Threat Risk Scenario Probability Ratio, and Threat Effect per Risk Cluster.
ITSM, Service Catalog, Service Portal, SSO, Upgrade
Role
Platform Architect / Project Manager
A long-running ITSM modernisation programme for a refractory materials client. Led a three-phase Service Catalog Management implementation — 100+ catalog items, workflows, SLAs, and a category restructure. Delivered a Service Portal build, a SAML 2.0 SSO integration with Azure AD, and a Paris-to-Rome platform upgrade sequenced across Dev, UAT, and Production.
Activated domain separation on NTT Data's internal service-providing instance. Trained the development team on domain-separation concepts and led the implementation through to a successful go-live.
From July 2022 to February 2024, led the IRM Hub across NTT Data DACH. Authored standard work packages covering the full GRC scope — IRM, Privacy Management, Business Continuity, Vendor Risk, Regulatory Change, and Operational Resilience. Built the NTT IRM sales collateral library: pitch deck, one-pager, workshop materials, and implementation sequence. Ran IRM demos for RFP use cases. Designed and ported an Asset Classification model from RSA Archer onto the self-maintained NTT IRM demo instance, and drove IRM and ITSM RFP responses end-to-end — work packages, rough-order-of-magnitude pricing, solution architecture, and RFI scoping.
Unisys
India (7y 7m) · UK (1y) · Germany (1y 7m)
Senior ServiceNow Consultant
05.2010 — 07.2020
10y 2m
Ten years at Unisys across three countries, progressing from BMC Remedy Problem Lead to ServiceNow Operations Manager, and then Consultant to Senior Consultant. Client portfolio spanned 100+ Unisys managed-service clients across EMEA and the USA.
Featured engagements across multiple industries
Period
06.2018 — 06.2020
Modules
ITSM, Core Platform, Performance Analytics
Role
Senior Consultant
A two-phased ServiceNow single-tenant ITSM greenfield implementation for a DACH manufacturing group — four business units and 23 companies under them. Designed and delivered a Service Catalog and Technical Catalog of 70+ RITMs with workflows and orchestration, led a three-phase Performance Analytics rollout across 100+ SLAs and KPIs, and designed a custom SLM application to track third-party vendor SLAs. Led two upgrades (Kingston to London, then London to Madrid), and led and mentored the India development team throughout. This engagement also relocated me from Hyderabad to Frankfurt.
Migrated 100+ Unisys clients from BMC ITSM Remedy 8.0 onto a multi-domain ServiceNow instance. Led requirement gathering with SDMs and clients; cost and solution estimation; and BMC-vs-ServiceNow cost-benefit analyses. Hands-on development spanned inbound actions, notifications, catalog items, SLAs/OLAs, business rules, client scripts, workflows, server/client scripting, and foundation data via transform maps. Built test cases across unit, functional, UAT, integration, and monkey testing tiers.
ServiceNow Operations Manager · 09.2013 — 09.2015. Operational owner of a six-application portfolio, primarily ServiceNow. Worked with SDMs and account teams across EMEA/USA clients on escalation management, CAB, RCA, release, DR, and continuous service improvement. Defined reporting for internal portfolio OLAs. This role was my entry point into ServiceNow.
Problem Lead, BMC Remedy ITSM · 05.2010 — 09.2013. Multi-client problem management across EMEA clients on BMC Remedy ITSM 7.4 → 8.0.
CSC (now DXC Technology)
India
Problem Manager — BMC Remedy ITSM
09.2007 — 04.2010
2y 7m
Multi-client problem management across EMEA on BMC Remedy ITSM 7.x. Final role before moving to Unisys.
Dell Technologies
India
Senior Technical Support
04.2006 — 09.2007
1y 5m
Tier-2 technical support for Dell USA customers across PC, laptop, and printer product lines.
Teletech
India / USA
Team Lead, Customer Support
02.2004 — 03.2006
2y 1m
Call-centre team lead on the Circuit City account. First IT role, bridging customer support into a technical career.