Client / Industry Information:
Company: Etisalat
Role: Product Manager – IT Automation & RPA (Center of Excellence)
Duration: Dec 2021 – Nov 2022
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Problem Statement:
The IT operations team faced mounting pressure from high-frequency, low-complexity incidents—resulting in delays, manual fatigue, and service degradation. Multiple legacy systems and vendor platforms added complexity to automation and resolution efforts.
Approach:
Tech Stack: Node-RED, ServiceNow, Azure Logic Apps, Python, and UiPath as RPA tool
AI Layer: ML-based anomaly detection, log clustering, and resolution prediction
Integrations: REST APIs connecting internal systems and external vendors for seamless automation
Framework: CoE-led approach with automation lifecycle, testing, and deployment governance
Methodology: Agile sprints + ITIL alignment
Solution:
The automation framework included:
Pattern recognition logic to flag and cluster repeat issues
RPA bots to handle predefined resolutions for common workflows without escalation
API-based integration layer connecting old systems, new ITSM tools, and third-party vendor platforms
Dashboards tracking incident trends, resolution rates, and ROI from automation
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Key Outcomes / Results:
90% reduction in average incident resolution time
80%+ of repeatable service desk tickets automated through RPA
Pattern-based auto-detection reduced recurring issues and noise by over 60%
API layer enabled smooth coordination between core IT systems and third-party vendor platforms
Maintained 99.91% uptime across mission-critical services