Sanjay Kotha is the Group Chief Information Officer at Adani Group. In his role as the GCIO, Sanjay’s vision is to bulk up digital capabilities and to undertake tech initiatives to drive growth across the conglomerate. In a career spanning 25+ years, Sanjay has held multiple IT leadership positions at companies like Spice Telecom, Thomas Cook, Bharti Airtel, Bharti Retail, Walmart India and Bharti Airtel Africa.
Adani Group, being a diverse conglomerate with 10+ business entities was facing a major challenge in providing quality services to end users. The presence of multiple vendor partners, legacy of complex disjointed tools and isolated service functions (HR, IT, Admin, Security, Finances to name a few) further added to the complexity. With the intent of ‘uberizing’ the end user experience, Adani Group IT decided to come up with a one-stop omni-channel solution for raising and tracking all requests and incidents by providing a single system of engagement for the entire organization. The idea was to replace, consolidate and prevent procuring disparate service desk tools that were operating in silos. IT devices was chosen to migrate first. A task team with all CIOs was established under the leadership of Group CIO to drive the program. The benefits accrued include reduced resolution time and effort, where the end users have real time visibility into the entire request life-cycle. The digital transformation initiative has resulted in 99.8 percent average uptime of service portal and enhanced accessibility and ease of usage via the omni-channel presence.