Keka I.

About Keka I.

Product manager skilled in customer facilitation, infrastructure architecture, and project management. Passionate about developing new ways to unify business, development, security, and operations teams toward the goal of raising the operational excellence bar. Driven to helping customers achieve their business outcomes, which in-turn provides new revenue-generating opportunities.Specialties:• Application Performance Management: New Relic, AppDynamics, Splunk• AWS Platform: Athena, ECS, DynamoDB, S3• Infrastructure Monitoring: Datadog• Alerting/Incident Response: PagerDuty• Performance Testing: BlazeMeter• Platforms: ServiceNow, Atlassian (Confluence, JIRA), Oracle Weblogic, SunONE, Apache.NET• Development: Java, C#, ksh, bash, perl• OS: UNIX (Solaris), Linux, Windows• Database Systems: Oracle SQL, MySQL, SQL Server• Networking: Cisco ACE, Citrix NetScaler, F5 BigIP• Web: XML, HTML5, JS, PHP, CSS, UI Design, Adobe (Photoshop)• Japanese: fluent reading/writing; advanced conversational/listening skills

Experience

1. Principal Product Manager

   ServiceNow

   Oct 2025 — Present

   Played a key role in launching ServiceNow’s first AI Specialist — the Level 1 Service Desk AI Specialist — as part of the Autonomous Workforce initiative, enabling end-to-end autonomous resolution of common IT support requests (password resets, access provisioning, network troubleshooting) with built-in governance and escalation.• Drove customer discovery and feedback loops with early adopters and design partners to refine capabilities, incorporating real-world service desk insights that improved usability, accuracy, and alignment with enterprise workflows.• Collaborated cross-functionally with engineering and customer field teams to accelerate development, contributing to early results for our own internal IT teams of handling ~90% of employee requests, and resolving these requests 99% faster than human agents while maintaining high governance standards.

Education

• University of Washington

  B.S., Informatics

• UW Foster School of Business

  Master of Business Administration (M.B.A.)

Skills

• Bash
• Marketing
• Information Architecture
• Product Management
• Confluence
• Xhtml
• Finance
• Jquery
• Tcp/Ip
• Application Performance Management
• C#
• Business Strategy
• Jira
• Technology Roadmapping
• Pagerduty
• New Relic
• Project Management
• Snmp
• Leadership
• Solaris
• Sql
• Linux
• Unix
• Operations Management
• Process Improvement
• Appdynamics
• Html
• Customer Engagement
• System Architecture
• Entrepreneurship
• Pl/Sql
• Agile Methodologies
• Oracle
• Management
• Accounting
• Splunk
• Software Development
• Scrum
• Javascript
• Enterprise Architecture