Prashanth is currently the senior vice president and global head of technology infrastructure and operations at Sutherland Global Services. He specializes in cloud technologies, enterprise mobility, RIM/RDM, social media, analytics and big data. Prashanth MJ has over three decades of experience in building business-driven technology strategy, digital transformation, business analytics, scalable architecture vision and setting up high-performance organization.
A three decades old organization with multiple legacy systems managed by varied support groups (supporting 55,000 employees across 60+ sites), Sutherland needed a major paradigm shift. The objective of the project was to have an integrated, omnichannel enterprise service management system linking all enterprise applications (both in-house and third-party) and monitoring tools, bringing digital transformation not only in IT but across organization, integrating people, processes and technology.
The company developed Sutherland’s Automated Service Innovation and Service Transformation (ASSIST) approach with cutting-edge technology architecture and integration enabled Sutherland’s transformation to improve its competitive edge. Sutherland with deep domain knowledge of service management processes, technology tools and platforms and analytics designed, developed and delivered Sutherland ASSIST with ServiceNow at the core and integrating with enterprise platforms for IT, HR, finance, security operation etc. Integration of the core platform with Automation engines like Sutherland‘s Smart Bot and RPA with built in AI, ML, NLP, VA enabled self-service and faster resolution to requests minimizing human interaction. Advanced real-time performance analytics engine and knowledge management system was also implemented enabling real time decision making.