Manoj Kumar

ITSM Practice Manager and Enterprise Service Management Consultant with 20+ years of experience delivering BMC Helix, Remedy, ServiceNow, and Digital Workplace solutions across APAC and global enterprises. Proven expertise in ITSM transformation, SaaS migrations, ITIL implementation, solution architecture, customer success, and presales. Led multi-million-dollar programs, managed cross-functional teams, and delivered enterprise service management solutions for banking, telecom, healthcare, and technology sectors.

Practice Manager - ITSM - Erasmith Technologies Pvt Ltd - India

(2024-12 - 2026-07)

Led enterprise migration from ServiceNow to BMC Helix, integrating SAP SuccessFactors, HRMS, and Service Catalog platforms, improving process standardization and reducing manual effort across IT service operations.

• Leading end-to-end implementation, customization, and support of BMC Remedy/Helix ITSM solutions.
• Engaging with clients to understand requirements, define roadmaps, and ensure successful project execution.
• Managing consultants, developers, and support teams to deliver high-quality ITSM solutions.
• Ensuring adherence to ITIL frameworks and improving IT service processes using BMC solutions.
• Managing budgets, forecasts, and resource allocation for ITSM projects.
• Staying updated with the latest BMC Helix, Remedy, and ITSM advancements to drive innovation and efficiency.
• Drafting RFCs and proposals.
• Developing tailored solutions for customers and conducting customer demonstrations.

ITSM Developer - Goldtech Resources Pte Ltd - Singapore

(2022-03 - 2024-03)

Served as the ITSM Consultant for BMC Remedy and subject matter expert (SME) for multiple tools, including BigFix, Nexthink, Bomgar, ivanti Neurons, ServiceNow and Tanium.

• Directed BMC Helix 21.3.06 upgrade for a production environment, ensuring zero critical post-go-live issues and minimal business disruption.
• Led the upgrade initiatives for Nexthink and Bomgar applications, ensuring seamless transitions and enhanced functionality.
• Established a robust Release and Deployment Process for Continuous Integration/Continuous Deployment (CI/CD).
• Effectively integrated the DevOps module with the upgraded BMC Helix 21.03.06, streamlining development processes.
• Designed and implemented a custom portal integrated with Remedy, allowing end-users to create and update tickets efficiently.
• Owned end-to-end implementation and delivery of new tools, including Grafana, Tanzu, ivanti Neurons, and Tanium, contributing to improved system capabilities.
• Successfully implemented Field Service Management on ServiceNow, including a Kiosk facility for appointment booking, optimizing service operations.
• Orchestrated the integration of ServiceNow and AWS Connect to automate call ticketing processes, enhancing efficiency and customer support.
• Established bidirectional communication between SCCM and ServiceNow, enhancing asset management, software deployment, and incident management processes.
• Integrated Nexthink with ServiceNow, providing real-time end-user analytics and insights within the ServiceNow platform.
• Connected BigFix to ServiceNow for efficient endpoint management, patching, and compliance tracking.
• Integrated SolarWinds with ServiceNow to enable automated incident creation and resolution based on network monitoring alerts.
• Collaborated with cross-functional teams, including network, systems, and service desk teams, to ensure successful integration and alignment with business requirements.
• Implemented and configured connectors, APIs, and data mappings to facilitate smooth data exchange between platforms.
• Conducted thorough testing and validation to ensure the accuracy and reliability of data transfer and process automation.
• Provided training and support to end-users and stakeholders to maximize the benefits of integrated solutions.
• Worked on a POC for Field Service Management & Walk Up Kiosk using google maps integration for live tracking of Field Services Agent.

Architect - Vyom Labs Singapore Pte Ltd - Singapore

(2020-06 - 2021-12)

Successfully managed the role of Technical Account Manager and Customer Success Manager for the Singapore Region, ensuring client satisfaction and technical excellence.

• Led multiple projects, overseeing end-to-end implementation and delivery of various solutions, including BMC Helix Remedy, BMC Control-M, BMC Client Management, Out Systems, and BMC Remedy Force.
• Acted as a customer advocate, using technology, policies, and data analysis to provide insights and recommendations to improve client operations.
• Proficiently understood customer requirements and crafted solution designs that aligned with their business objectives.
• Provided expert advice on best practices and industry standards to optimize clients' IT operations.
• Contributed to pre-sales activities, including product demonstrations, responding to Requests for Proposals (RFPs), and providing accurate estimations.
• Managed post-sales activities, including license renewals and reporting.
• Effectively served as a Project Manager, handling project planning, design, budgeting, resource allocation, and risk analysis.
• Played a pivotal role in the implementation of ITSM modules, including configuration and customizations, focusing on Foundation Data and System Configuration.
• Designed and implemented approval flows and processes for ITSM modules to enhance workflow efficiency.
• Introduced a Progressive Web Application (PWA) view for the Incident and Work Order modules.
• Customized Contract Management to meet specific customer requirements using workflows and calculations, including Service Level Agreements (SLAs).
• Achieved seamless integration with third-party tools through REST and Web Services.
• Configured service catalogs for Digital Workplace Automation (DWPA) and integrated them with AWS.
• Setup of Helix Chatbot and integrated it with Microsoft Teams for enhanced communication and support.
• Customized Smart Reports and facilitated the onboarding of new clients.
• Managed Remedy On-Prem installations and upgrades, ensuring system reliability and security.
• Executed migration projects, transitioning clients from legacy tools to BMC Helix SaaS solutions.
• Proficiently troubleshooted issues related to workflow and customizations, ensuring smooth system operation.
• Established Service Level Management (SLM) setups, meeting specific requirements, and addressing business entities and segments.
• Configured AI jobs for People Sync and third-party data synchronization.
• Successfully migrated TWS to Control-M for CIMB Singapore, encompassing job management and scheduling.
• Implemented the ITSM suite for Kuwait Finance House, seamlessly integrating it with third-party applications to improve operational efficiency.

ITSM Developer - Jobline Resources Pte Ltd. - Singapore

(2019-08 - 2020-05)

• Analyzed processes directed towards strategic business and organizational objectives, ensuring alignment with overarching goals.
• Coordinated changes for regulatory processes, ensuring compliance with relevant standards and requirements.
• Prepared and tracked various sub-plans within project initiatives, including Project Charter, Project Schedule, Communication Plan, Release Plan, Issue Log, Risk Management Plan, Change Management Plan, and Resource Management Plan.
• Documented process scope, business objectives, and systems requirements to facilitate effective project planning and execution.
• Defined process owners and determined the level of involvement required from other departments to streamline operations.
• Conducted quality reviews of processes to assess effectiveness and identify training needs, implementing improvements as necessary.
• Led the onboarding process for new customers, ensuring a smooth transition and a positive customer experience.
• Prepared and executed project plans for implementation projects, overseeing all phases from inception to completion.
• Conducted requirement gathering and gap analysis, proposing end-to-end solutions while providing accurate cost and effort estimates.
• Focused on performance tuning to optimize processes and systems for efficiency and effectiveness.
• Managed projects hands-on, overseeing all aspects from business requirements through software development.
• Undertook Remedy day-to-day activities, conducted monthly maintenance, and provided BAU (Business as Usual) support to maintain system reliability and functionality.

Architect - Trianz Holdings Pvt Ltd - India

(2018-11 - 2019-06)

• Led requirement gathering efforts, identifying gaps, and proposing comprehensive end-to-end solutions, complete with cost and effort estimates.
• Provided High-Level Design proposals and obtained client/stakeholder approvals for project directions.
• Facilitated daily Scrum Calls, promoting effective communication and collaboration within the project team.
• Translated business requirements into Functional Requirements and Solution designs, ensuring alignment with technical implementation.
• Managed and delivered status reports to customer stakeholders and senior management, ensuring transparency and alignment with project goals.
• Assumed responsibility for end-to-end project implementation and deployment, overseeing all project phases.
• Supported the pre-sales team by preparing Request for Change (RFC) documents for new deals, contributing to successful sales efforts.
• Proactively managed systems development and implementation, mitigating risks through the use of Software Development Life Cycle (SDLC) methodologies.
• Successfully completed all stages of the project lifecycle, including budgeting and financial management.
• Mentored team members and ensured adherence to established processes, fostering a culture of continuous improvement.
• Ensured timely project deliveries in accordance with Service Level Agreements (SLAs), meeting or exceeding customer expectations.