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
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
Similar Profiles
Julian WalleJulian Walle
Technology Operations Manager at PwCTechnology Operations Manager at PwC
Vartika SinghVartika Singh
Internship Trainee at PwCInternship Trainee at PwC
ERIN MONTRASTELLEERIN MONTRASTELLE
Engagement Support Concierge/ Onboarding- Workplace Solutions at PwCEngagement Support Concierge/ Onboarding- Workplace Solutions at PwC
Fenil SamaniFenil Samani
Associate at PwCAssociate at PwC
HARSH BHARDWAJHARSH BHARDWAJ
Relationship Manager at Vipul Motors Pvt. Ltd.Relationship Manager at Vipul Motors Pvt. Ltd.