At Mitsubishi UFJ Investor Services & Banking, I steered ServiceNow architecture strategy, REST and SOAP integrations, and platform upgrades connecting the platform with central banking applications. I also directed standardized workflows and platform governance aligned with CSSF and DORA.
At Intesa Sanpaolo Servitia SA, I improved major incident workflows, reducing resolution time by 35%, and optimized ITSM processes to reduce resolution time by 30%. I managed teams, including offshore development teams, on outsourced projects.
I integrated ServiceNow with Maximo and MyAPM for CI tracking, and connected Security Incident Response with Splunk and Azure Security Center to automate threat detection and incident resolution. I also developed the Employee Center portal, reducing HR-related tickets by 25%.
Earlier, at Sify Technologies, I optimized Incident, Problem and Change workflows, integrated monitoring tools, customized the Service Portal, and developed SLA dashboards. I hold the ServiceNow CSA, CAD and CIS-SIR certifications.
