Experience
18 years in enterprise software, 16 of them on ServiceNow, on every release from Aspen to Australia.
Sr Manager, ServiceNow
Marina Bay Sands · Singapore · Jan 2017 to present
- Lead the 6-member Agile team that handles ServiceNow administration, development and support, and own the $2.2M annual ServiceNow portfolio, roadmap and budget.
- Run requirement workshops with IT and business teams and oversee delivery.
- Refactored 100+ legacy third-party scripts into a faster system with a smaller codebase, saving $350K in professional services.
- Designed a dynamic runtime workflow that 1,200+ catalog items now run on, saving up to 20 developer hours a month.
- Built four custom applications (contract management, learning management, visitor passes, vehicle entry) used by 3,000+ people, returning about 3,000 operational hours a year.
- Set the platform governance and developer guidelines that cut post-deployment defects by 20% year on year for three years.
- Reached 100% security compliance across targeted systems.
- Built a retrieval-augmented generation (RAG) proof of concept with Claude, Ollama and Pydantic AI, completed Sep 2026.
- Leading the team's first agentic AI implementation, agentic workflows and a RAG knowledge base on ServiceNow, in progress since Oct 2026.
Senior Technical Consultant
Optimum Solutions · Singapore · Jan 2016 to Jan 2017
- Moved a 5-developer team from Waterfall to Agile, cutting the release cycle from 4 weeks to 2 and shipping 30% more features per release.
- Rebuilt the version upgrade process for a 3,000-employee client, cutting post-upgrade P1 incidents by 66%.
- Delivered a client's migration from Archer to ServiceNow IT-GRC.
- Built custom Jelly forms and Service Catalog UI pages.
Sr. Associate Technology
Sapient Corporation · Gurugram, India · Nov 2010 to Dec 2015
- Lead administrator and developer for a client's ServiceNow instance, leading a team of 3.
- Built a no-login CMS portal used by 2,000+ people, cutting Tier-1 support calls by 20%.
- Integrated ServiceNow with xMatters so P1 incidents escalate automatically.
- Built the ServiceNow interface for iPhone and iPad.
- Rolled out the training framework used to onboard new team members.
Software Engineer
Infosys Technologies · Bengaluru, India · Jan 2008 to Oct 2010
- Built a collaborative analytics reporting system.
- Built business logic for Traffic Alerts.
- Developed a themed social networking site.
- Worked in Core Java, JSP, Servlets, Struts and Hibernate.
Education
- B.E. Computer Science and Engineering with distinction, Maharishi Dayanand University, 2003 to 2007.
- Top of class, 6-month Infosys training programme.
Languages
English, Hindi, French