A strategic transformational leader with over 17 years of technology and digital transformation experience, Manish Mimani is the Senior VP & Head IT at Aviva Life Insurance Company India Ltd. He has a strong heritage of innovation and expertise in IT and digital transformation, designing and executing IT strategy with a rapid, agile approach and greenfield IT implementation. Prior to Aviva, Mimani was CIO at Howden Insurance Brokers, India and has led several IT transformations in the insurance sector.
Manish Mimani, Sr. VP & Head IT at Aviva Life Insurance Company India spearheaded an IT infrastructure bot automation project called ‘Smile O’. This project was driven under Aviva India’s continuous focus on ‘Digital First’. The insurance major transformed its IT infrastructure into a simplified, easy-to-use platform with an aim to provide scalable, secure and resilient IT infra. It implemented artificial intelligence and an ML-based cognitive platform consisting of multiple bots, self-healing tools, analytical tools, automated patch and asset management tools, thereby hyper-automating IT infra management and redefined IT operations. AI-based bots and tools cut across infrastructure domains and focused towards solving key use cases by injecting cognition into IT processes. Among the bots deployed were the Classifier Bot – a problem descriptor which uses a cognitive algorithm based on ticket history to assign tickets to the best-suited resolver group. The FAQ bot helped in reduction of ticket volumes and reduced manual effort through process automation and self-help. The SOP bot is capable of configuring SOPs and resolving tickets automatically. The D-Matrix bot enabled end users to use the self-healing tool D-Matrix for fixing issues related to antivirus updates, browsers, printers, etc. The company witnessed approximately 35 percent ticket reduction for both end user and datacentre calls landing on service desk, 40 percent dip in DC outages owing to the self-healing capability of bots and automated monitoring mechanism, and 25 percent increase in IT helpdesk productivity with a positive increase in MTTR (mean time to resolve).