BHARAT RAJ PEDDAKOTA
Tools Consultant
Bengaluru
Summary
Results-driven Tools Consultant with over 14 years of experience in delivering high-quality, scalable, and customized ITSM, ITAM, and monitoring solutions across diverse industries. Expertise in Zammad, ServiceNow, ITIL, BMC Remedy, Symphony SummitAI, Prometheus, and Grafana, with a strong focus on understanding client requirements to design, implement, and support optimal solutions. Proven track record in leading successful projects involving migration, integration, customization, and upgrades of ITSM, ITAM, and monitoring tools while ensuring customer satisfaction and SLA compliance. Committed to continuous improvement and staying updated on emerging technologies and industry best practices to enhance service delivery and operational excellence.
Overview
15
15
years of professional experience
5
5
Certificates
Work History
Technical Consultant
Hewlett Packard Enterprise
Bengaluru
03.2024 - Current
- Operations Tech lead for Zammad ITSM platform on Kubernetes with DR setup.
- Led end-to-end deployment, configuration, and customization of Zammad ITSM to meet diverse business requirements.
- Developed user guides, conducted training sessions, and provided technical support for end-users and administrators.
- Integrated Zammad with external systems and automation tools to streamline ticketing workflows and optimize support processes.
- Monitor cluster health, database performance, and respond to alerts.
- Designed and implemented end-to-end monitoring solutions using Prometheus for metrics collection and alerting.
- Developed and maintained Grafana dashboards to visualize key performance indicators and system health.
- Integrated Prometheus alert manager with communication channels for proactive incident response.
- Tuned monitoring thresholds and alerts to minimize noise and ensure actionable insights.
- Managed upgrades, patches, and security audits.
Documented monitoring configurations, dashboard setups, and standard operating procedures.
ServiceNow Consultant/ITSM Tools Consultant
Wipro
Bengaluru, Karnataka
12.2016 - 03.2024
- As a Stakeholder lead, handled client projects, escalations, and BAU operations.
- Migrated ServiceNow from multi-domain to standalone instance.
Designed solutions using ServiceNow, HP/Microfocus, Symphony Summit, ManageEngine. - Evaluated releases and ensured tool upgrades.
Integrated ITSM tools with third-party applications and automation platforms to enhance workflow efficiency. - Provided technical guidance and mentoring to team members on best practices and troubleshooting complex issues.
- Developed detailed documentation and knowledge base articles to support ongoing operations and user adoption.
- Collaborated with stakeholders to gather requirements, deliver demos, and drive continuous improvement initiatives.
ITSM Tools Specialist
Hewlett Packard Enterprise
11.2014 - 12.2016
- Designed and implemented ITSM solutions and workflows.
- Engaged with R&D for customizations.
- Set up monitoring using SiS and BPM.
- Configured HP Service Anywhere(SAW) and conducted customer demos.
- Implemented ITSM best practices to optimize service management processes, enhancing operational efficiency and user satisfaction.
Technical Support Analyst
IBM
06.2010 - 07.2012
Education
Master of Science (MSc) - Computer Software Engineering
Sathyabama University
Chennai, India12.2006
Graduate Certificate - Network Security
Wellington Institute of Technology
Wellington, New Zealand12.2010
Certification
- ITIL 4 Foundation Certificate in ITSM
Timeline
Technical Consultant
Hewlett Packard Enterprise
03.2024 - Current
ServiceNow Consultant/ITSM Tools Consultant
Wipro
12.2016 - 03.2024
ITSM Tools Specialist
Hewlett Packard Enterprise
11.2014 - 12.2016
Technical Support Analyst
IBM
06.2010 - 07.2012
Master of Science (MSc) - Computer Software Engineering
Sathyabama University
Graduate Certificate - Network Security
Wellington Institute of Technology