Program Manager - Ticketing System
Ai Adept Consulting · Mumbai ·
- Category
- Project management
- Experience
- 5+ years
Ai Adept Consulting · Mumbai ·
Job Description :
Excellent Opportunity Global MNC hiring.
Program Management, Ticketing & AFC Systems, Reserved Ticketing Platforms, Ticketing Platform/Booking Engine Implementation, Station Hardware Integration (Automatic Fare Gates, TVMs, TOMs), Rail/Airline/Airport Domain Expertise, Project Delivery, Stakeholder Management, PgMP, PMP, PRINCE2, SAFe, Six Sigma Black Belt, TOGAF.
- Excellent knowledge and experience on Agentic AI implementation, both single and multi-agent systems.
- Collaborate with Solution Architects and BD Teams to curve out the scope for GSA CoE SS team from the customer RFP/RFI/RFS.
- Perform debt analysis on ticket data, identify potential elimination / automation opportunities and estimate FTE for the given scope of services in the deal.
- Conduct deep dive ticket analysis / volumetric analysis to generate various insights, introspects and observations from the ticket data with time-scale visualizations to ascertain the root causes of current operational and business challenges of customers.
- Estimate overall AMS Team size and Day 1 FTE using Org Benchmarks with or without ticket volumetrics data and provide Service Line wise views.
- Evaluate and propose automation tools, working with various service line architects, and highlighting good-to-have / must-have tools in the enterprise automation solution, considering tool capabilities, cost, ROI and implementation Roadmap.
- Collaborate with the Delivery Excellence leads and help the team to arrive at internal and the industry benchmarks for Estimation.
- Participate in deal review calls with various pursuit stakeholders on the deliverables / solution created by GSA CoE SS.
Capabilities / Skills / Years of Experience Required :
- 10+ years of Industry Experience in IT with 5+ years hands-on experience in Analysing ITSM Ticket Data to identify potential optimization opportunities leveraging Elimination, Traditional RPA / ITPA Automation, Observability & AIOps, Gen AI, Agentic AI and create winning solutions to AMS / AMS components for RFPs/ RFIs.
- Deep Dive Ticket Analytics and generate insights & observations to represent current operational challenges in customers ecosystem.
- Exclusive knowledge and experience on standard and advanced automation tools and technologies - Observability, ITSM, AIOps, LLMs, RPA/ ITPA Tools.
- Seamless collaboration with all pursuit stakeholders (Enterprise Solution Architects, Solution Architects, Service Line Architects, Pursuit team, operations, change management, pricing, transition, facilities et al) to ensure timely and high-quality proposal & response submission.
- Excellent knowledge and experience on Agentic AI implementation, both single and multi-agent systems.
- Up to date with latest advancement in automation technologies and offerings in the market proactively suggest their adoption.
- Exclusive Knowledge on ITSM tools, SLA, Estimation & Productivity.
- Create impactful presentations, backed by market intelligence, to support the sales / business directors on specific pursuits.
- Awareness on best practices in solution architecture with strong knowledge of business processes, IT systems, trending Technologies and solutions to clients.
- TOGAF certification is preferred.
- Excellent analytical and problem-solving skills with proactive thinking.
- Exposure to analytics and visualization tools (Power BI & Dashboards).
- Excellent knowledge on ITIL. Certification preferred.
- Certifications on AI and Automation Tools are good to have.
- Hands-on experience in Estimation, Pricing & Resource Loading for AMS deals.
- Proficiency in Excel and PPT is must.