Sanjit Chanda

About Sanjit Chanda

Engineering leader with 17+ years of global experience owning and scaling enterprise ServiceNow platforms across IT, HR, and Risk (GRC), with a strong focus on AI-enabled service operations and automation at scale.Currently leading ServiceNow Platform Engineering, accountable for platform strategy, reliability, governance, and value realization across multi-instance enterprise environments. I lead a team of global engineers and partners, driving measurable outcomes in cost optimization, productivity, and operational resilience.I specialize in embedding AI and GenAI into ServiceNow-led operations—including intelligent incident deflection, GenAI copilots, executive summaries, and automation frameworks—to reduce operational noise, accelerate resolution, and improve user experience. These initiatives have delivered double-digit productivity gains and improved delivery predictability.Previously served as Global ServiceNow Platform Owner at Silicon Valley Bank, where I established enterprise governance, led complex upgrades, optimized licensing and data strategy, and ensured audit and regulatory readiness across ITSM, HRSM, and GRC.My background spans deep engineering, platform architecture, and enterprise transformation across product, banking, aerospace and retail industries.Focus areas: Enterprise ServiceNow Platforms • AI-Enabled Operations • Engineering Leadership • Platform Governance • Automation & Cost Optimization

Experience

1. Engineering Manager - Servicenow Platform, Ai Ops

   Nike

   Sep 2023 — Present · Bengaluru, IN

   Drive enterprise ServiceNow platform across IT, HR, and GRC, enabling mission-critical operations at global scale- Lead team of global engineers, DevOps, and strategic partners across platform engineering, operations, upgrades, and automation- Define and execute a multi-year platform roadmap aligned to digital transformation, compliance, and workforce productivity- Delivered ~$1M annual cost avoidance through enterprise data archiving, instance optimization, and footprint rationalization- Embedded GenAI and AI copilots into ServiceNow workflows, driving 15% productivity gains and improved delivery predictability (Say/Do >90%)- Increased engineering capacity by ~15% without additional headcount through lean operating models and automation- Partner with executive leadership on platform investment strategy, budget planning, and vendor optimization.Featured AI Initiatives- AgentAutosys – AI-driven auto-resolution of thousands of job failures, significantly reducing operational noise- Genius Results – GenAI self-service assistant trained on 1M+ incidents, enabling faster resolution without ticket creation.

Education

• Birla Institute of Technology And Science (BITS), Pilani

  Master of Technology - MTech, Artificial Intelligence

• West Bengal University of Technology, Kolkata

  B.Tech, Information Technology

Skills

• Bmc Analytics Bsm
• Service Desk
• Dashboard
• Program Management
• IT Operations
• Functional Requirements
• Adobe Flex
• Erp
• Enterprise Resource Planning (Erp)
• Hyperion Enterprise
• Sdlc
• Integration
• Oracle Sql
• Sql
• Design Thinking
• Informatica
• Oracle
• Software Project Management
• Actionscript
• Requirements Analysis
• Itil
• Big Data Analytics
• Vendor Management
• Software Development Life Cycle (Sdlc)
• Data Warehousing
• IT Service Management
• Business Objects
• Etl
• Bmc Remedy
• Unix
• Six Sigma
• Crystal Reports