ServiceNow Platform Operations Lead, running one of the world's largest ServiceNow platforms.
I hold end-to-end responsibility for platform operations on one of the largest and most complex ServiceNow implementations in the world — the vendor relationship, the release strategy, the platform's day-to-day health. In the last two years that's meant cutting ticket volume by ~20% across four production instances, and now leading our push into agentic AI — building A2A and MCP-based solutions on ServiceNow.
Process teams reach out to me almost always. That kind of trust takes longer to build than any dashboard.
— on what actually changed once I'd been in this seat a while
A bit about me
The short version: I keep one of the largest ServiceNow implementations in the world running — and I can point to the numbers that prove it.
I'm the ServiceNow Platform Operations Lead at EY (Assistant Director level), owning end-to-end vendor delivery for one of the largest and most complex ServiceNow implementations anywhere — spanning ITSM, HRSD, Discovery, CMDB, agentic AI, and custom applications across four production instances.
That means release strategy as much as it means relationships: a standardized quarterly cloning framework synced with a half-yearly family upgrade cycle, so the platform stays current without disrupting global operations. Most recently, it's meant leading our move into agentic AI — building A2A and MCP-based solutions on the ServiceNow platform.
What that's built, day to day, is trust. Process teams reach out to me almost always before decisions get made — people bring me the business challenge directly. That's not something you can put in a job description; it's earned one conversation at a time.
My path here wasn't a straight line — it ran through a startup, an MBA, and IT service management at HCL before I found EY. That range is part of why I lead the way I do; see the full journey below. Whether the problem is a stalling release cycle, a platform that's outgrown its governance model, or a vendor relationship that needs rebuilding — that's the kind of conversation I'm best placed to have.
15+ years in the making
I didn't start in ServiceNow, and I didn't start at EY. Each stop taught me something the next one needed.
Manager, Operations — Ayruz Webholdings
Started my career at a startup proposing and running social media strategy for clients including Kerala Tourism, and managing a network of WordPress news portals across Kerala.
MBA — School of Management Studies, CUSAT
Stepped back from industry to build a formal foundation in management at South India's first business school.
Assistant Manager, Service Delivery — HCL Technologies
My first real exposure to ITIL, on an infrastructure support project for a global healthcare client. Took a client relationship's NPS from -50 to 40 and brought every contractual SLA from red to green.
Project Manager / PMO, Technology Refresh Program — EY
Joined EY and managed the global migration of 200+ legacy Windows servers, setting up the program governance and PMO team behind it.
PMO Lead, Vendor Applications Services — EY
Built the operating model for one of EY's biggest outsourcing initiatives, and helped negotiate FTE rates that delivered significant savings over the contract term.
Delivery Enablement & Vendor Operations Lead — EY
Led the transition of desktop engineering and deskside support from an in-house team to a managed vendor, and the governance model that came with it — improving resolution SLA by 25% within a year.
ServiceNow Platform Operations Lead (Assistant Director) — EY
Own end-to-end platform operations for one of the largest ServiceNow implementations in the world — from release strategy and vendor delivery to leading agentic AI solutions on the platform.
Credentials
The formal side of it.
Let's talk ServiceNow.
Whether you're trying to fix a stalling release cycle, rebuild a vendor relationship, or figure out where AI actually fits in your platform — reach out.