Rajesh Khanduja

Seasoned E2E Solution Architect with 30+ years of expertise in Telecom BSS/OSS transformation and ServiceNow platform implementation. Proven track record delivering enterprise-scale digital transformation projects across EMEA region for leading telecommunications providers. Specialized in designing end-to-end solutions leveraging TM Forum frameworks (eTOM, TAM, SID, ODA) combined with ServiceNow ITSM, CSM, and TSM capabilities.

Hold multiple ServiceNow certifications (CSA, ITSM, CSM, CAD, CMDB/CSDM) and TOGAF 8.1.

Principal Consultant at Infosys Technologies Limited (2012-09 – Present)

• Led E2E BSS/OSS solution design for major European telecommunications providers, defining future mode of operations and digital transformation roadmaps
• Architected and implemented ServiceNow ITSM and CSM solutions for a leading European Telco, consolidating multiple ticketing systems into unified ServiceNow instance serving B2C, B2B customers and internal IT users
• Designed E2E BSS/OSS Blueprint for Enterprise Business Unit transformation program, ensuring alignment with TM Forum standards (eTOM, SID, ODA frameworks)
• Conducted COTS product evaluations for target technology stack, providing recommendations based on customer architecture, budget, and timelines
• Developed comprehensive solution strategies leveraging ServiceNow platform for Telecom Service Management (TSM), IT Service Management (ITSM), and Customer Service Management (CSM) and Order Management for Telecom domains
• Performed CMDB modeling for Mobile Core, RAN, and VAS domains using ServiceNow Configuration Management Database
• Define end-to-end order fulfillment workflows, starting from order intake via TMF 622 Product Order API through orchestration and fulfillment of order line items
• Provided pre-sales support for RFI/RFP responses, delivering client presentations showcasing capabilities and accelerators
• Collaborated with cross-functional teams and stakeholders to understand business requirements, pain points, and define transitional and target solutions

Principal Consultant at Infosys Technologies Limited (2012-09 – Present)

Key Projects

• ServiceNow Service Management Transformation: Consolidated fragmented ticketing landscape for European Telco - Define high level workflows to be implemented for various modules such as Customer Service Management, Incident Management (Telco/ITSM), Order Case Management (custom), Work Order Management (custom)
• TSM – ITSM – CMDB implementation for Mobile, Fiber domain
• ServiceNow Order Management implementation for standardized network products for European Telco - Defining IT fulfillment workflows aligned to ServiceNow Order Management capability starting from order intake via TMF 622 Product Order API through orchestration and fulfillment of order line items
• Supporting integrations with downstream OSS/BSS and fulfillment systems as per business and technical needs
• BSS/OSS E2E Transformation: Lead Fulfillment Process Architect for Enterprise B2B transformation
• IT Application Infrastructure Migration: Migrated applications to Cisco ACI-based network infrastructure

Principal Consultant at Tech Mahindra (2009-04 – 2012-09)

• Designed E2E solution architecture and application architecture for telecom service providers
• Customized HP ServiceCenter platform for enhanced service management capabilities
• Implemented continuous integration practices and performance testing frameworks
• Drove E2E test automation initiatives improving delivery quality and reducing time-to-market

Senior Technical Architect at Infosys Technologies Limited (2004-08 – 2009-04)

• Designed E2E solution architecture and enterprise architecture for telecommunications clients
• Defined and designed business services operations using Enterprise Common Data Model based on TM Forum SID
• Established organization-wide standards, policies, and UML design frameworks for solution design
• Led technical architecture teams delivering complex transformation programs

Senior Member of Technical Staff at OSSI (2003-08 – 2004-07)

Team Lead and software development

Consultant at Tech Mahindra (1995-09 – 2003-08)

Team Lead managing software development projects

Jr. Software Engineer at NELCO (1993-01 – 1995-08)

Software development

Bachelor of Technology (B.Tech) in Engineering – Shivaji University, Maharashtra, India (1993)