Candidates About

 

Ramanjaneyulu Singamaneni

·         Having 9+ years of experience as Solution Architect/Technical Lead/Process analyst in ITSM tools as Service Now, BMC Remedy, HP SM handled various positions in diversified large and complex environments in multiple domains like IT, Telecom, Banking and Retail for industry leading clients.

 

Areas of Expertise

·         ITSM Solution Design, Implementation and Support, Requirements Gathering, Analysis, Application Development, Testing and Deployment.

·         Involved as Business analyst to gather the requirements, tool demos to the Business users.

·         Involved in ITSM Implementations BRD, Design, Process, HLD & LLD preparations

·         Involved in various roles of Implementation, Customization and Administration of Service Now and BMC Remedy tools.

·         Service Now – Service catalog, Incident, Problem, Change Management, SLM, CMDB, Asset Management, Knowledge Management Service Portfolio Management and HR case management, Auto Import, Integrations, Update Sets migration.

·         Experienced in the management of all phases of the application lifecycle and best practices of software development (SDLC) including System Study, Requirements Analysis, Design, Installation, Development, Resource Planning, Testing, Deployment and Implement & Support Business Applications for BMC Remedy & Service Now tools.

·         Integrations with third party ITSM tools, HP uCMDB, HP BSM, CISCO CPSC, Email.

·         Involved in Service Now CMDB discovery, MID Server setup and Service mapping.

·         CMDB Discovery, Service Mapping & event management set up.

·         Geneva to Helsinki Data Migration for Incident, Problem, Change, SLA, Knowledge Management modules migration

·         Planning & Leading the schedule for upgrade & clone activities.

·         Good exposure and hands-on in working in a combination of OOTB with Customized setup with integrations.

·         Assists project managers in conducting fact-findings, which will result in the formulation and definition of the system scope and objectives for. Performs quality applications testing to assure the delivery of a product that meets the user’s specifications. 

·         Mentoring the team to work on multiple accounts, resource handling with in the practice for new projects requirements

·         Handles and manages conflict effectively with management in the IT organization.

 

CERTIFICATION & TRAINING

 

·         ITIL V3 Foundation Certified Professional.

 

 

PROFESSIONAL EXPERIENCE

 

Company: Time Warner                                                                         May 17 to till date

 

Projects:

 

Client: Time Warner – New York

United States

Service Now Architect

 

·         Understand the Business User requirements and provide the appropriate design, Process and solutions for Service Now tools.

·         Business User Interaction and conducting POC/demos related to ITSM Suite.

·         Hands-on design, development and deployment experience of tools with various platforms

·         Played a role as Business Analyst for requirements gathering and Demo to the business users.

·         Gather requirements for Service Now development projects on Incident, Problem, Change, Service Catalogue, Asset Management, CMDB and Integrations with Third party tools.

·         Translate functional user requirements into technical requirements.

·         Communicate with vendors regarding the status of Service Catalog Module implementation.

·         Lead team projects and initiatives. Delegate and assign tasks to development team, including prioritizing and triaging activities within various support channels to ensure timely service.

·         ITSM, Monitoring, Automation, Manager-Of-Manager, End user/client management, Server management & reporting

·         Maintain the integrity of the Service Now tool across production and non-production environments.

·         Facilitate process design sessions to document detailed process flows.

·         Good Understanding of ITIL v3 processes.

 

Company: Athene USA                                                                       Aug 16 to April 17

 

Projects:

 

Client: Athene, Des Moines – IA

United States

Service Now Architect

 

·         Implementation and customization of Service-Now(Geneva & Helsinki) Managed Service Provider instance.

·         Involved in Design, HLD & LLD preparation, Requirement Gathering, Implementation, Testing, Training team members and Ongoing Support.

·         Handled setting up of Service Catalog, Incident, Problem, Change, Asset Management, Knowledge Management, Service Level Management, Building Service Catalogs & workflow as per the ITIL Process flow.

·         As a Solution Architect for ongoing support, my role involves providing L3 support, Process discussion, solution and working on performances issues, enhancements and bug fixes. Also take care of mentoring and tracking team members’ performance.

·         As a Change Management team member, involved in validating Change Requests before the CAB meeting and providing the initial approvals.

·         Providing the platform demo and presentations for new customers.

·         Leading team projects and initiatives. Delegating and assigning tasks to development team, including prioritizing and triaging activities within various support channels to ensure timely service. Mentoring the Onsite & offshore team

·         Service catalogs has been built for catalog items along with the custom ESS portal by using Content Management.

·         Service Now discovery done for Configuration Items & organization assets.

·         Done the migration from Geneva to Helsinki instance for Incident, Problem, Change, SLM & Knowledge Management modules.

·         Asset Management build for Software & Hardware models, Data migration from HP Asset Manager to Service Now Asset Management module.

·         Done the data migration from Geneva version to Helsinki version for ITSM suite.

·         Played a role as Business Analyst for requirements gathering and Demo to the business users.

 

 

Company: Tech Mahindra Ltd                                               March 15 to Jun 16

 

Projects:

 

Client: KMD, Copenhagen

Denmark

Service Now-Solution Architect                                                      

 

Responsibilities: 

·         Understand the RFP and provide the appropriate solutions for Service Now tools.

·         Client Interaction and conducting POC/demo’s related to Service Now tools.

·         Requirements gathering and efforts estimation of ServiceNow development projects on Incident, Problem, Change, Service Catalogue, CMDB and Integrations with Third party tools.

·         Translating functional user requirements into technical requirements.

·         Communicating with requesting parties regarding status of development and enhancement requests.

·         Facilitating HLD & LLD documents and requirements gathering sessions for Service Catalogs, Incident, Problem, Change and SLA modules.

·         Service Now Integration with POB legacy ITSM tools, data transfer between the ITSM tools.

·         Service Now Integration with CISCO CPSC tools for auto provisioning Service Request flow.

·         Service Now Integration with HP BSM for event monitoring flow.

·         Working with the business to facilitate the road maps for future accounts.

·         Integration with Service Now to HP UCMDB discovery.

·         Translating functional user requirements into technical requirements.

·         Communicating with requesting parties regarding status of development and enhancement requests.

·         Leading team projects and initiatives. Delegating and assigning tasks to development team, including prioritizing and triaging activities within various support channels to ensure timely service.

·         Maintaining the integrity of the ServiceNow tool across production and non-production environments.

·         Facilitating process design sessions to document detailed process flows.

 

 

 

Client: VHA, Sydney, Australia                                                            

Service now & BMC Remedy- Solution Architect

 

Responsibilities: 

 

·         Understand the RFP and provide the appropriate solutions for BMC Remedy ITSM tools

·         Client Interaction and conducting POC/demo’s related to BMC Remedy Suites.

·         Business requirements gathering, Functional & Design Specifications

·         Preparing Proposals, Project Plan, Efforts Estimation with Costing and Resource Allocations based on skill sets.

·         Mentoring the team for multiple accounts in IMS-South practice.

·         Architecture and designing the solution as per the requirement

·         Involved the system Installation including AR Server, midtier, ITSM and customizations.

·         Prepare a road map document for the upgrade with respect to Integrations.

·         Coordinate with BMC for any technical issues faced during the upgrade.

·         Review test cases and ensure the testing and documentation are complete on time and overall project deliverables time lines are met. Assist in maintenance after go-live.

·         Coordinate with the third party vendors for ensuring the integrations are properly tested and successfully migrated to the new ITSM version.

·         Provide database level assistance for migrating the open/existing data and provide seamless migration to ITSM 7.6 version.

 

 

Client: Network International, Dubai, UAE                                               

Service Now & BMC Remedy- Solution Architect

 

Responsibilities: 

·         Preparing solution document, High level design document and Low level design documents

·         Architecture and designing the solution as per the requirement

·         Involved the system Installation including AR Server, midtier, ITSM and customizations.

·         Prepare a road map document for the upgrade with respect to Integrations.

·         Coordinate with BMC for any technical issues faced during the upgrade.

·         Review test cases and ensure the testing and documentation are complete on time and overall project deliverables time lines are met. Assist in maintenance after go-live.

·         Coordinate with the third party vendors for ensuring the integrations are properly tested and successfully migrated to the new ITSM version.

·         Provide database level assistance for migrating the open/existing data and provide seamless migration to ITSM 7.6 version.

·         Functional & Technical understanding of the requirements

·         Co-ordination with client for requirements gathering

·         Involved in designing the Remedy tool as per the ITIL process

·         Remedy Integration with third party applications like portal through middleware applications

·         Using Web services integrated with multiple Business applications for ticket creation & update.

 

 

Company: Wipro Ltd.                                                                                Jan 2008 to Jan 2015

 

Client:  Mobily Telecom, Riyadh, Saudi Arabia

Service Now & BMC Remedy- Technical Lead

 

Responsibilities:

·         Requirement Gathering & Conducting Workshops for BMC Remedy ITSM Modules

·         Creating standard templates to freeze the scope of Work

·         Effort estimation and project management

·         Preparing solution document, High level design document and Low level design documents

·         Architecture and designing the solution as per the requirement

·         Involved the system Installation including AR Server, Mid-tier, ITSM and customizations.

·         Prepare a road map document for the upgrade with respect to Integrations.

·         Coordinate with BMC for any technical issues faced during the upgrade.

·         Review test cases and ensure the testing and documentation are complete on time and overall project deliverables time lines are met. Assist in maintenance after go-live.

·         Coordinate with the third party vendors for ensuring the integrations are properly tested and successfully migrated to the new ITSM version.

·         Provide database level assistance for migrating the open/existing data and provide seamless migration to ITSM 7.6 version.

·         Functional & Technical understanding of the requirements

·         Co-ordination with client for requirements gathering

·         Installation, Configuration and Implementation of the ITSM suite

·         Involved in designing the Remedy tool as per the ITIL process

·         Remedy Integration with third party applications like portal through middleware applications

·         Using Web services integrated with multiple Business applications for ticket creation & update.

·         Customized the new forms as per the requirements

·         Standard & Custom Configuration of ITSM

·         SLA Configuration & Customization

·         Email configuration & Integration with AIE to External Oracle DB

·         Played the role of QA(Internally)

·         Implemented KM module for knowledge base articles

 

ENVIRONMENT:

BMC Remedy ARS 8.1, ITSM 8.0, Oracle 11g, Solaris 10

 

 

Client: Arab Satellite communications, Riyadh, Saudi Arabia                   

BMC Remedy – Technical Specialist

This project is all about the implementation of BMC remedy AR system and ITSM 7.6.04 suites i.e Incident Management, Problem Management, Change Management and Service Level Management.

Responsibilities:

·         Involved in requirements gathering and design specifications.

·         Responsible for application and data administration of BMC Remedy Action request System

·         Involved in fresh installation of AR System and entire ITSM applications suites i.e. Incident Management, Problem Management, Change Management and Service Level Management, CMDB and Approval server.

·         Integration of Web based application for automated ticket creation in Incident Management through inbuilt HPD staging forms using remedy Web services.

·         Configuration of foundation data like location, support groups.

·         Designing the template for the configuration of foundation elements including the product and operational categorizations.

·         Working with the various team for getting the foundation related data.

·         Responsible for configuration of Operational categorization and product categorization.

·         Responsible for configuration of change management approvals in all three phases of review, business and Implementation.

 

ENVIRONMENT: BMC Remedy ARS 7.6.04, ITSM 7.6.04, Oracle 11g

 

 

 

Client: National Water Company, Riyadh, Saudi Arabia                     

HP Service Manager –Technical Specialist

 

Responsibilities:

·         Client Interaction during Pre-sale session, conducting demo’s related to ITSM & Application monitoring Suite.

·         Preparing LLD and freezing the same with clients.

·         Project Planning, executing, monitoring and controlling

·         Technical design preparation & review

·         Controlling efforts and cost over run

·         Design & implement necessary tools/tracker for effective tracking of project transactions.

·         Daily Activity Planning and work allocation to the team.

·         Customizations in Interaction, Incident, Request and change management’s modules.

·         Adding operators & contacts and assigning users roles to operators.

·         Customizations in Form design (FD), Format Control (FC).

·         Integration SM with other modules like HP BSM, HP uCMDB tools

·         Incident & Service Request Categories & request process flow configuration as per the requirements

·         Involved in customizations in RAD expressions, calculations and JAVA scripting.

·         Implemented HP BSM module with Omi, BPM & RUM probe components for application monitoring.

·         Create Modeling in RTSM by discovering the CI’s from uCMDB.

·         Generating the application scripts to monitor the Business application by BPM.

·         Implemented HP uCMDB module to discover the CI’s for Servers & Network devices.

·         Adding CI’s and customizations in Configuration Management

·         AD Integration with connect-it to SM to fetch the User information

·         Client and Web tier installation and Configuration

·         User trainings to support staff & end users.

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