Job Title: Senior Application Ticket Analyst and Automation Architect
Location: Coimbatore, Chennai, Bangalore, Kolkata, Mumbai, Pune
About the Role:
We are seeking an SME on Application ticket Analysis (across all domains) and Automation Specialist who can design winning AI driven Automation Solutions with Cost modelling that align with the latest industry trends in AI driven Automation Solution. The role is about being a thought leader, problem solver and innovator in solutioning AMS deals especially on Ticket Optimization, Effort Savings and productivity improvement using various levers and tools
The candidate should have proven track record in doing deep dive analysis on customers’ large volume ticket data and derive various insights with time scale visualizations on the current state ,identify Elimination & Automation use cases to address the customer pain areas, Create Automation tooling architecture, Develop cost model to arrive at cost/ RL and create detailed implementation roadmap depicting YoY improvement in ticket optimization, operational efficiency and productivity gain.
Responsibilities:
- Collaborate with Solution Architects and BD Teams to curve out the scope for GSA CoE SS team from the customer RFP/RFI/RFS
- Perform debt analysis on ticket data, identify potential elimination / automation opportunities and estimate FTE for the given scope of services in the deal
- Conduct deep dive ticket analysis / volumetric analysis to generate various insights, introspects and observations from the ticket data with time-scale visualizations to ascertain the root causes of current operational and business challenges of customers
- Estimate overall AMS Team size and Day 1 FTE using Org Benchmarks with or without ticket volumetrics data and provide Service Line wise views
- Evaluate and propose automation tools, working with various service line architects, and highlighting good-to-have / must-have tools in the enterprise automation solution, considering tool capabilities, cost, ROI and implementation Roadmap
- Collaborate with the Delivery Excellence leads and help the team to arrive at internal and the industry benchmarks for Estimation.
- Participate in deal review calls with various pursuit stakeholders on the deliverables / solution created by GSA CoE SS
Capabilities /Skills / Years of Experience Required:
- 10+ years of Industry Experience in IT with 5+ years hands-on experience in Analysing ITSM Ticket Data to identify potential optimization opportunities leveraging Elimination, Traditional RPA / ITPA Automation, Observability & AIOps, Gen AI, Agentic AI and create winning solutions to AMS / AMS components for RFPs/ RFIs
- Deep Dive Ticket Analytics and generate insights & observations to represent current operational challenges in customers’ ecosystem
- Exclusive knowledge and experience on standard and advanced automation tools and technologies - Observability, ITSM, AIOps, LLMs, RPA/ ITPA Tools
- Seamless collaboration with all pursuit stakeholders (Enterprise Solution Architects, Solution Architects, Service Line Architects, Pursuit team, operations, change management, pricing, transition, facilities et al) to ensure timely and high-quality proposal & response submission
- Excellent knowledge and experience on Agentic AI implementation, both single and multi-agent systems
- Up to date with latest advancement in automation technologies and offerings in the market proactively suggest their adoption
- Exclusive Knowledge on ITSM tools, SLA, Estimation & Productivity.
- Create impactful presentations, backed by market intelligence, to support the sales / business directors on specific pursuits
- Awareness on best practices in solution architecture with strong knowledge of business processes, IT systems, trending Technologies and solutions to clients.
- TOGAF certification is preferred
- Excellent analytical and problem-solving skills with proactive thinking.
- Exposure to analytics and visualization tools (Power BI & Dashboards).
- Excellent knowledge on ITIL. Certification preferred.
- Certifications on AI and Automation Tools are good to have.
- Hands-on experience in Estimation, Pricing & Resource Loading for AMS deals
- Proficiency in Excel and PPT is must.
