Indrashis
Paul
Product manager at Moveworks (ServiceNow) — owning the content platform and self-serve experience that powers enterprise search for Fortune 500 companies.
I joined Moveworks as an intern in 2023, straight out of my M.Tech at VIT Bhopal. Within two and a half years, I went from triaging production escalations to owning the content platform and the self-serve experience that takes enterprise search to market — four promotions, zero job changes.
The escalations were the real education. Investigating 150+ issues across enterprise SaaS connectors, I stopped seeing individual tickets and started seeing systemic patterns — recurring failure modes that no one was tracking because each instance looked like a one-off. I turned those patterns into roadmap items: standardized playbooks, automated detection systems, and runbooks that cut repeat incidents across the team.
Outside work, I'm rebuilding my understanding of AI from first principles — not because I need to train models, but because the products I own sit at the heart of the agentic AI stack. Enterprise search is only as good as the content feeding it. Understanding embeddings, retrieval, and inference helps me write sharper specs and ask better questions of the ML engineers I work with daily.
Went from owning individual integrations and escalations to owning the entire content platform and the self-serve experience that takes Enterprise Search to market. Now responsible for how content gets ingested, permissioned, and served — and how partners and customers configure it independently.
Owned 67% of team escalations in peak months. Turned recurring failure patterns into tracked projects — built standardized playbooks, automated detection, and runbooks. Uncovered and drove fixes for systemic issues including a critical security vulnerability in our permissions layer.
Shipped 11+ content integrations with enterprise-grade permissions. Led a team to scale Marketplace plugin production from ~3-4/month to ~18-20/month. Managed an API product from beta through GA, collecting customer feedback at each stage to shape the final release.
Resolved 61 escalations benefiting 11 customers. Led discovery for new content integrations — validating complex permission structures with design partners. Wrote first product memos and feature specifications.
Content Platform
Enterprise AI answers are only as good as the content feeding them. Customers needed secure, permissioned access across 16+ SaaS systems — each with different APIs, permission models, and ingestion patterns. Competitive analysis revealed gaps in our ingestion speed, incremental sync, and permissions coverage.
Through 150+ escalation investigations, I discovered systemic issues hiding beneath individual tickets — recurring failure modes in content sync, permission propagation, and deletion handling that no one was tracking because each instance looked like a one-off.
Prioritized integrations by revenue impact and deal risk — not request volume. Built standardized playbooks that cut future integration build time. Drove automated change detection to eliminate manual sync operations. Shipped permission-aware integrations across all major enterprise content systems.
Directly drove 30+ customer renewals/upsells and 5+ prospect deal closures. Unblocked the Enterprise Search go-to-market motion and gave partners confidence to adopt the new self-serve setup journey.
AI Agent Marketplace
Moveworks needed a scalable way for customers to discover and install AI agent capabilities. Plugin production was bottlenecked at ~3-4 guides per month, making a marketplace launch impossible at that velocity.
The bottleneck wasn't engineering — it was the research and production pipeline. Each plugin required deep API research, system-specific nuance, and platform expertise. No single person could scale it.
Led a team of Product Analysts. Defined the production roadmap with the platform PM. Standardized the research-to-publish pipeline. Managed the API product lifecycle from beta through GA, collecting customer feedback at each stage to shape the final release.
Increased production velocity from ~3-4/month to ~18-20/month (5x). Enabled 100+ installable plugins and the official Marketplace launch. Customer feedback loop from beta directly shaped the GA product.