Manager Service

Jansi Maduraiveeran

On H* Visa - C: 215-***-**** *.*******@*****.***

ITIL Foundation & ITSM Foundation ISO IEC 20k Certified

Summary:

●Eight plus years of IT industry experience.

●Seven years of experience in ITSM with expertise in HP Service Manager, ServiceNow, HP Connect-IT, knowledge on BMC Remedy and ITIL.

●Eight Years of experience in all phases of Software Development Life Cycle SDLC (Waterfall, Agile) and project life cycle processes.

●Experience delivering medium to large-scale Service Manager Implementations.

●Experience in designing, developing administering ITSM suite of applications.

●Experience in HPSM migration and upgradation.

●Two years of experience in PMS with expertise in Mycom NIMS-Proptima.

●Experienced in HPAM, HP TeMip.

●Strong experience of end to end implementation of various ITSM processes such as Incident Management, Problem Management, Change Management, Hardware Asset Management, Software Asset Management and Service Catalog in ServiceNow.

●Good experience of managing and mentoring development team, planning monthly releases, gathering and analyzing requirements, converting business requirements into technical requirements, managing post go live support.

●Built different types of integrations such as HP Connect -IT, HPE TeMIP, IDAM.

●Proven track record of successfully leading ServiceNow and HPSM platform upgrades and various patch upgrades.

●Experience in Management/Support as per ITIL standards on ITSM process such as Incident Management, Major Incident, Change management, ECAB process, Problem Management, RCA, Knowledge Management, Release Management.

●Experience in handling escalations, assigning incident priority, issue closure, RCA creation review/update, creation of Knowledge.

●Expert Knowledge in Load Balancing cluster concept.

●Involved in presenting solutions to CIOs of the company, planning UAT and integration testing for ServiceNow platform, creating process documents, developing the roadmap and managing environment cloning.

●Hands on experience in writing business rules, client scripts, UI actions, UI policies, transform maps etc. in ServiceNow.

●Expert knowledge in the use, configuration, and integrations of ITSM products (Incident, Problem, Change, Knowledge, Service Level, service catalog, Request Management and Service Request Management), User creation, Role and permission handling in BMC Remedy

●Have Work experience in Installation (Window & Web) software counters, reports generation for Software Asset Management module (SAM) in HP Asset manager.

●Tracked the assets and batches, installations and utilities count, Portfolio items in HP Asset manager.

●Monitoring alarms in HP TeMip for fault management functions & Designing alarm flow from HP TeMip (Telecommunication Management Information Platform) to Service Manager

●Have good work experience in Mycom-Proptima – Reports, Dashboards, KPI & NAs

●Have knowledge on Mycom-Proptima – Web Reports, web application maps, web Dashboards, Adaptor installation & ETLW process.

●Excellent interpersonal and communication skills.

Certifications:

ITIL 2011 Foundation in IT Service Management

IT Service Management Foundation ISO IEC 20000

HP Service Manager Implementation Specialist

ServiceNow System Administrator(online)

Technical Skills:

ServiceNow:

Administration and Configuration of ServiceNow modules Incident, Change, Problem, Configuration, Service Catalog, Request Fulfillment, Service desk.

Writing Business Rules, Client Scripting, UI Actions and Workflows.

Creating custom applications in ServiceNow.

Good knowledge of ServiceNow Discovery and Service Mapping.

Creating service catalog items, writing catalog client scripts and workflows.

Functional Testing of ServiceNow, Requirement gathering and analysis.

JavaScript, SQL

HP Service Manager

Analyze design develop implement customize and support of HP Service Manager (codeless & Hybrid)

Installation of HPSM Server and client (Windows & Web)

Implementation of Incident Management, Change Management, Service Desk, Problem Management, Knowledge Management, SLM, Configuration Management, service catalog, Approvals, User Administration and Request Management

Tailoring of all module of HPSM – FormDesign, DVD, Process Designer/Format control rules/calculations/validations, Document Engine, Triggers, Links, Approvals, Notification configuration (Email, Page, message), Scripts, RAD, Import/Export, DB mapping.

User Administrations Creation contacts/operators (Manual/Import/automation), roles & rights, profile creation, approval tagging, Location tagging, mandanten & security groups.

Customization of additional functionality/enhancement

Integrations - Webservices LDAP, SOAP, REST. Applications- HP Connect -IT, HPE TeMIP, Active-MQ, IDAM, WFM

Java scripting, SQL

HP Connect-IT

Configuration of HPSM Interaction

Connect IT for Email sending, Change Management approvals via Email

Email From address based on Incident Category

Data Uploading – CI, Parent CI-CI Relationship, Contacts/Operator, other data to destination table

MYCOM NIMS-PrOptima

Adaptor Installation and STI on Development server and Federation Production Server

Reports and KPI creation, Network Areas creation & Automation.

Data validation & Extract-Transform-Load-Write (ETLW) process

Network element status, OMC configurations

Web Client – Web report, web Dashboards, web application Maps

Professional Experience:

Hewlett Packard Enterprise - November 2009 to April 2018

Lead Architect / Consultant / Admin HPSM

Duration: May 2017 - April 2018

This project was a phase wise full implementation of various ITIL processes such as incident, problem, change, configuration, SLA.

It also included creating custom applications as required and the day to day platform support.

Roles and Responsibilities:

Design and architect Service Manager solutions and provide technical expertise and leadership to the development team throughout implementation.

Understand Business goals and objectives and translate into technical requirements.

Ensure that platform’s stability is maintained during different implementations.

Work with technical leaders and SMEs of different teams within organization to drive seamless integrations with Service Manager.

Worked on IDAM integration with User Access Management for Service Manager to track all the user access (add/modify/delete)

Workflow creation as per client technical requirements and configure, Implement

Work on Form design, format control calculations validation, DVD, links, Approvals, Document Engine, Scripts, Triggers and Notification configuration

Database procedure for data synch up

HP Service Manager Version: 9.32

Lead Architect / Consultant / Admin SNOW

Duration: December 2017 – April 2018

Roles and Responsibilities:

Design and architect ServiceNow solutions and provide technical expertise and leadership to the development team throughout implementation.

Understand Business goals and objectives and translate into technical requirements.

Ensure that platform’s stability is maintained during different implementations.

Requirement gathering, analysis and project documentation.

Implementation plan creation and coordination.

Client communication.

Work with developers and testers to help them understand the requirements.

Administration and Support Activities.

Creating Roles, Users and adding users in Groups on requests.

Creation of import set table transform maps for handling inbound data

Workflow designing and modification.

Personalizing Forms and Lists.

Administering Applications and Modules.

Work with technical leaders and SMEs of different teams within organization to drive seamless integrations with ServiceNow.

Worked on Discovery and CMDB by setting up mid servers and check for the connectivity, also took care of troubleshooting Discovery

Move customization from Development to Production Instance using update sets.

Worked on customizations involving Server, Client-side scripting, ACL and Script Includes

Worked in Content Management and Service Portal.

Involved in the design and development of exporting business CI’s from asset management system into SNOW.

Work closely with developers and testers to help them understand the requirements and provide guidance as needed.

ServiceNow Version: Fuji, Helsinki.

Lead Technology Consultant / Admin II

Duration: Feb 2018 - April 2018

Roles and Responsibilities:

●VTI Adaptor STI & Installation on Development server and Federation Production Server

●Reports and KPI creation, Network Areas creation & Automation.

●Data validation & Extract-Transform-Load-Write (ETLW) process on shell

●Network element status, OMC configurations

●Web Client – Web report, web Dashboards, web Maps

●Shell scripting for data push/pull

Mycom Proptima Version 4x, 5x

Lead Technology Consultant / Admin

Duration: June 2016 - May 2017

Roles and Responsibilities:

●Workflow design of UAM (User Access Management) – which is used to maintain HPSM login for all customer logins using IDM integration.

●Active Directory integration with HPSM – which brings Employee information to provide HPSM access.

●Contact/Operator auto creation based on user information from IDM

●WFM (Work force Management) user access based on latitude/longitude

●Change Approval workflow via Email/SMS

●HPSM production Change request to provide ONM (Operation and support) tracking ticket information

●User views/Links to provide existing user information to provide what level of production access user has

●User friendly form customization

●PL-SQL procedure for application DB data collection, data manipulation

●Form level Button to provide Active directory information to HPSM

●Workflow creation – Form design, DVD

●Format Control – Calculations, Validations, Subroutines

●Link configurations, document engine, Triggers

●Approvals - Approval Definitions, Change groups, Change profiles (Roles & Rights)

●Notifications – Email notifications, Notifications Definitions, SCMessages & JS Scripts to calculate recipients

HP Service Manager Version: 9.3x

Lead Technology Consultant / Admin

Duration: Jan 2015 - May 2016

Roles and Responsibilities:

●VTI Adaptor STI & Installation on Development server and Federation Production Server in Mycom NIMS- PrOptima 4.3, 5x

●Reports and KPI creation, Network Areas creation & Automation.

●Data validation & Extract-Transform-Load-Write (ETLW) process

●Network element status, OMC configurations

●Web Client – Web report, web Dashboards, web application Maps

Mycom Proptima Version 4x, 5x

Team Lead / Technology Consultant

Duration: Sept 2013 - Dec 2014

Roles and Responsibilities:

TeMip

●Monitoring alarms in HP TeMip (Telecommunication Management Information Platform) for fault Management functions.

●Designing alarm flow from HP TeMip to Service Manager.

Service Manager

●Change Workflow creations

●Handling Issue Escalations and split the work among Team

●Solution guidance to team

●Change and Incident Management Customizations

●Workflow creation – Form design, DVD

●Format Control – Calculations, Validations, Subroutines

●Link configurations, document engine, Triggers, Display Options

●Approvals - Approval Definitions, change groups, Change profiles (Roles & Rights)

●Scheduler Scripts for SLA and SLO

●Notifications – Email notifications, Notifications Definitions, SCMessages & JS Scripts to calculate recipients

Key Responsibilities in SM:

●Migrated Old SNOC SM (phase1 server) to USM SM Server

●Checking alarms in TeMip & Designing alarm flow from TeMip to Service Manager

●Knowledge about Active MQ client for SMS notification

●Patch upgrade to version 9.3 to 9.32

●Auto incident creation and auto resolution for incidents

●Parallel Email notification for TT creation

●SMS notification for Priority change in Incident

●Email Notification include complete TO list for recipients

●Update SMS for P1/P2 Priority form incident

●Implemented Change portal for HP Operations & Support SM server

●Workflow creation of Urgent CR/Normal CR

●Approvals through email (using C-IT scenario)

HP Service Manager Version: 9.3x

HP Connect IT:

●Configuration of SM Interaction

●Connect IT for Email sending (Sequence email scn for sending Email)

●Change Management approvals via Email

●Email From address will be based on Incident Category

●Data Uploading using connect IT (Parent CI-CI Relationship)

HP Connect-IT Version: 9x

Lead Consultant II

Duration: Sept 2013 - Dec 2014

Roles and Responsibilities:

●Customization in Incident Management, Problem Management & Change Management Module as per the requirements from client.

●Customizations on: Links, Email Notification, Document Engine, Workflow, Approvals.

●Form Designer, Format Control, Display Options,

●Scheduler Scripts for SLA and SLO.

●Deploy (Production readiness check) for customized Module in production environment.

●Connect IT for Email sending

●ChM approval through Email

●Email From address based on Incident Category

●CI loading & Parent CI loading

HP Service Manager Version: 7x

Lead Consultant II

Duration: Feb 2012 - Oct 2012

Roles and Responsibilities:

●Customization in Incident Management, Problem Management & Change Management Module as per the requirements from client.

●Customizations on: Links Email Notification, processes, Workflow, Approvals.

●Form Designer, Format Control, Display Options,

●Scheduler Scripts for SLA and SLO

●Deploy (Production readiness check) for customized Module in production environment.

HP Service Manager Version: 7x

Technology Consultant

Duration: Nov 2011 - Jan 2012

Roles and Responsibilities:

●Overview of HP Open View Operations (OMU8.x).

●Telstra D&B Process.

●PWP Tool usage.

●Knowledge Transfer on Agent Load (Installation/Uninstallation).

Technology Consultant

Duration: May 2011 - Oct 2012

Roles and Responsibilities:

●Customization in Change Management Module as per the requirements from client.

●Conduct unit testing

●Deploy (Production readiness check) Change Management Module in production environment.

●Implement Change Management Module in production environment

●Regular status update meeting

HP Service Manager Version: 7x

Technology Consultant

Duration: May 2011 – Oct 2012

Roles and Responsibilities:

●Created HP Asset Manager 5.2 software counters, reports generation for Software Asset Management module.

●Tracked the assets and batches, installations and utilities count, Portfolio items.

●Coordinated the project requirements with client and documented successfully

HP Asset Manager Version :5x

Technology Consultant

Duration: June 2010 - Jan 2011

Roles and Responsibilities:

●Installation of HP Asset Manager 5.2 (Windows client and Web client) in HP Lab Server

●Successfully documented end-to-end technical contents (including essential and tailoring) of HP Asset Manager modules

●Successfully owned and completed Asset Manager 5.2 curriculum upgrade and received customer appreciation

HP Asset Manager Version :5x

Education:

2009 Bachelor of Engineering: Electronics and communication

Anna University – Chennai, Tamilnadu, India

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