Summary
Overview
Work History
Education
Skills
Websites
Certification
Hobbies and Interests
Timeline
Generic
MAYANK CHOPRA

MAYANK CHOPRA

Faridabad

Summary

Seasoned IT Director with 14+ years of work-ex in the IT Industry with a passion for IT Ops & Product Management. A fast and eager learner. A detail oriented person who can adapt to ever changing Tech landscape to meet business goals. Trained Product Manager with an inclination for solving customer problems and Product Strategy.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Associate Director - ServiceNow Product & Arch.

PwC
01.2022 - Current
  • Part of the IT Security SBU and Global ServiceNOW Practice. Owning The ITOM & ITSM Product for 140+ Territories Stack.
  • Making recommendations to leadership on ServiceNow's ITOM/ITSM road map. AI Transformations with Now Create and Agentic AI on the roll.
  • Driving a $4 Million project for ITOM Services.
  • Driving Knowledge Sharing Sessions for the Support Team.
  • Owning the delivery and leading a 40 member team of product managers, Developers, scrumasters and project managers.
  • Driving Product improvements with Impact with ServiceNow. Initiatives with ServiceNow Design Partner programs at PwC

Manager - ServiceNow Operations

PwC
01.2021 - 01.2024
  • Led ServiceNow Transformation Projects at PwC Internal Firm Services for 140+ Countries. Responsible and accountable for the proper adjudication and disposition of incident, requests, and change tickets assigned to the team according to established guidelines.
  • Develop, implement, and enforce deployment plans and operation checklists for the sustainment of the platform.
  • Create and enforce configuration, change, and release management policies and procedures
  • Ensure the Platform sustainment team proactively responds to tickets while ensuring the team’s workloads are balanced.
  • Ensure Tier 2 technicians provide timely responds to system alerts and customer reported issues, escalating problems as required.
  • Resolve issues by exercising independent judgment within established Incident, Change, Configuration, Problem, Knowledge guidelines and support practices.
  • Ensure that approved software release packages and break-fix solutions are deployed by platform administrators in accordance with configuration, change, and release management policies and procedures
  • Responsible for documenting system administration tasks such as patching, configuring software, responding to service outages, monitoring system performance, troubleshooting system issues, managing accounts, etc.
  • Maintain situational awareness of ongoing incidents, problems, and events, providing timely and accurate information to support decision-making
  • Develop, implement, and enforce incident management plans, procedures, and protocols to ensure effective response to minimize impact on the organization and its stakeholders.
  • Lead, motivate, and develop a team of operations professionals, ensuring they have the necessary skills, training, and resources to perform their duties effectively.
  • Lead and co-ordinate the go-live activities including the execution of the deployment plans and checklists.
  • Participate in Change Advisory Board (CAB) meetings to discuss release scope

Data Quality Manager - CMDB Ops - AVP

SnP Global
01.2016 - 01.2021
  • Ownership of setting up CMDB/Discovery & Data Quality Function.
  • Achieved Target KPI targets before time.
  • Manage 40K Assets in 3 tier using Discovery & Service Mapping.
  • Set Up Executive Dashboards in Performance Analytics.
  • Data Quality Management for Completeness, Compliance & Correctness.

Sr Application Specialist

Oriflame Cosmetics
01.2016 - 12.2016
  • Part of the IT Support & Engineering Team.
  • Application Support of 60 Product Ecommerce Websites Orisales.
  • Glitch Free Closings in the ASIA Pacific/EMEA Regions.
  • Monitoring, Configuring and Supporting the Oriflame Applications and ensure high availability.

Tech Analyst

Ameriprise Financial
01.2013 - 01.2016
  • Part of the Middleware Support and Engineering Function.
  • Perform moderately difficult and independent assignments in the troubleshooting, problem diagnosis.
  • Problem resolution and on-going production support for IIS and Tomcat Webapps.
  • Designing stable and manageable solutions while minimizing middleware downtime Proactive Monitoring & Preventative Maintenance.

Education

B. Tech -

Maharshi Dayanand University
01.2016

BTech - undefined

MDU Rohtak
01.2011

Skills

  • ServiceNOW ITOM Architecture
  • Scrum & Agile
  • ITOM, ITAM
  • ITSM Pro
  • APM
  • Product Strategy
  • Leadership
  • Windows
  • Design Thinking
  • Product Strategy
  • Inclusive Mindset

Websites

Certification

  • Product Management Certified - 2024
  • ITIL & ServiceNOW CSA Certified - 2021
  • CSPO Certified - 2025
  • PMP - 2019
  • Google Project Management
  • Prince2Agile Certified

Hobbies and Interests

  • Pursuing PMP
  • Agentic AI & ChatGPT
  • PMI Member since 2025
  • Volunteering

Timeline

Associate Director - ServiceNow Product & Arch.

PwC
01.2022 - Current

Manager - ServiceNow Operations

PwC
01.2021 - 01.2024

Data Quality Manager - CMDB Ops - AVP

SnP Global
01.2016 - 01.2021

Sr Application Specialist

Oriflame Cosmetics
01.2016 - 12.2016

Tech Analyst

Ameriprise Financial
01.2013 - 01.2016

BTech - undefined

MDU Rohtak

B. Tech -

Maharshi Dayanand University

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