4 days ago
Gurgaon, IndiaSenior / Staff+
Responsibilities
- Lead presales engagements, including RFP/RFI responses, ITSM solution architecture, effort estimation, commercial shaping, and executive presentations.
- Own end-to-end solution design and hands-on implementation across Incident, Problem, Change, Configuration/CMDB, Asset, and Service Catalog management.
- Architect greenfield ServiceNow platforms, including module and tooling selection, integration architecture, and reference architecture creation.
- Define roadmaps for AI-driven ITSM, including virtual agents, chatbots, predictive incident management, and closed-loop AIOps automation.
- Lead large-scale brownfield ITSM modernization and migrations from Remedy and other legacy platforms to ServiceNow.
- Own CMDB reconciliation, data migration, cutover, and rollback planning across telecom OSS/BSS integration points.
- Govern multi-year, multi-workstream programs covering scope, schedule, risk, quality, and financials.
- Coordinate design, build, test, and operate phases across L1/L2/L3 delivery teams and serve as the technical point of accountability.
- Establish program KPIs and SLAs, and produce steering committee reports and executive dashboards.
- Mentor solution and delivery leads and develop reusable accelerators, frameworks, and playbooks.
Requirements
- 9 to 16 years of experience in relevant solution architecture and ITSM work.
- Hands-on ServiceNow experience across ITSM, ITOM, CMDB, CSM, and HRSD.
- Experience with OMT, TNI, TM Forum APIs, integration and automation, and AIOps.
- ITIL or ITOM certification.
- Client-facing, stakeholder management, and business analysis experience.
- Telecom and OSS/BSS domain experience.
- Presales experience with RFP, RFI, RFQ, and SOW processes is preferred but not mandatory.
Categories
Solutions Engineering
About Capgemini
Capgemini is a global IT services and consulting firm that delivers strategy, cloud, AI, software engineering, and managed services to large enterprises and public-sector clients. Founded in 1967 and headquartered in Paris, it is publicly traded on Euronext Paris and operates in 50+ countries. The group expanded its engineering capabilities by acquiring Altran in 2020, now operating as Capgemini Engineering.