Harish Kumar Adapala
Associate Manager
Bengaluru
Summary
To be in a respectable & challenging position in a result-oriented company where I can use my technical knowledge acquired to the best possible extent. Service-oriented Associate Manager with commitment to excellence and more than 13 years of experience. Effective collaborator promoting great Service Now and ITSM skills. Proven history of efficiency and reliability. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
9
9
years of post-secondary education
4
4
Certifications
Work History
Infra Transformation Associate Manager
Accenture Limited
5 2023
- Proven history of providing technical support during all phases of project delivery, this includes but is not limited to development of project estimates, solution design and review, documentation creation and code review
- Experienced in Order Management modules and related process, have hands-on experience in customizations, configuration and Integration in OM
- Knowledge in system design using SOA and web service integration (REST, SOAP, WSDL) and creating Flow, Sub-Flow and Actions as per requirement basics
- Customization on Client Scripting, Business Rules (BR), Workflows, Flow designer
- Customizing on Agent Design
- ACL’s, UI Policies, Data Polices, UI Actions, REST Integration, Service Catalog and Decision builder
- Creating of tables, forms using UI Policies, ACL, Data Policy and Client Scripts in S-now
- Demonstrated experience with S-Now integration using LDAP, Active Directory, Single Sign-on and web services integrations
- Expertise level understanding of S-Now Platform & its capabilities are required, participated in Upgrading the system
- Excellent knowledge of S-Now Best Practices and ongoing knowledge of latest S-Now features
- Strong knowledge of ITIL v3 methodologies, ITSM concepts, enterprise IT architecture and relational databases
- Strong working knowledge of S-Now components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management, etc
- Currently managing a team of 16 members, in which assigning day to day activities, organizing the calls on story / ticket updates
- Excellent communication skills and the ability to work with business partners and adaptable to work in a varied, fast paced exciting, ever-changing environment.
TECHNICAL SPECIALIST
HCL Limited
04.2021 - 05.2023
- Creating of tables, forms using UI Policies, ACL, Data Policy and Client Scripts in S-now
- Created Design for Virtual chat and customization for the existing topics
- Operational activities like moving Update sets, Health check from one environment to other
- Created System properties to avoid hard coding scripts, using Flow designers to fulfil the requirements
- Customization on Client Scripting includes Business Rules(BR), Workflows, Flow Chart, Agent Design, ACL’s, UI Policies, Data Polices, UI Actions, REST Integration, Service Catalog, Event, Script
- Done integration with Rest API in S-Now to third party application
- Participated in project discussions, user stories
- Participated in Upgrading the system
- Activating the Cloning from prod to Pre-prod instance
- Troubleshooting the Incident, Change and Problem tickets
- Book Knowledge in ITOM, Perform Server backups, restores and Health Scans
- Creating Reports for user requests, Knowledge Article, Monthly Deck creation
- Managed User accounts, Groups and roles
- Helping User on Analytic Reports.
Principal Infrastructure Engineer
Mphasis Limited
02.2018 - 04.2021
- We have created a scope application in S-Now ITSM and ITOM Good knowledge in Mail integration and other third-party integrations using SOAP or REST Services
- Customization of table, forms using UI Policies and Client Scripts in S-now Moving Update sets from one environment to other
- Managed Users, Groups and roles
- Created Inbound and Outbound actions to notify user on Creation, assigned/Updating of ticket REST Services
- Worked on issues related modules in Migration of Remedy to S-Now to existing client
- Created System properties to avoid hard coding scripts
- Worked on Client Scripting includes Business Rules (BR), Workflows, ACL’s, UI Policies, Data Polices, UI Actions, REST Integration, Service Catalog, Inbound & Outbound Email Actions, Event, Script Actions
- Server Monitoring and perform health check of application components
- Identifying, Troubleshooting and fixing bugs
- Participated in RFP and cost estimations for new clients
- Development and implementation for Change tickets
- Troubleshooting Problem tickets to find root cause in Incident, Change and Problem tickets
- Root Cause Analysis .for required Change and Problem tickets in S-Now
- Book Knowledge in CMDB, Asset management
- Perform Server backups and restores
- Actively participate in DR activities
- Knowledge and participating in Deployment Activities as per scheduled
- Activated Customer Service Management Plugin to achieve client’s requirements.
Software Engineer
CGI
05.2015 - 08.2017
- Worked as Analyst for development of Key Business modules in S-Now
- Coordinating with multiple vendors and stake holders distributed teams to resolve issues
- Created workflow activities and approvals
- Implemented new workflows that use a variety of activities to understand how records are generated from workflows
- Worked on production support incidents and minor enhancements for new Business request/ Changes in Snow Worked on Incident, request, problem and change in Snow ITSM process
- Requirement analysis, best possible solutions with various technologies to achieve less performance, reliability and independent code for S-Now and ITSM
- Worked on Deployments and moving Update Sets from one to another environment
- Defined SLA’s and configured Email Notifications in SNow I am an entrepreneur and very dynamic in the work, delivered critical Integrations in short span of time
- Development of Incident, Change and Work Order Module by creating new workflows as per the requirement
- Customization/Configuration of Incident Management, Change Management and other ITSM modules
- Worked on up-gradation of 8.1 version of Remedy and ITSM Worked on DDM activities to transfer the delta data from 7.6 to 8.1
- Worked on People Data migration using AIE jobs
- Worked on SSO Integration with Remedy mid-tier and BMC MyIT
- Fixed Defects/Bugs related to 8.1 ITSM Canada Upgrade
- Automation jobs using Java Scripting, SQL Stored Procedures, SSIS
- Production Support that involved Critical application like customer care and Merchandising App and involved in maintenance, bug fixes and minor enhancements in S-Now module level.
Systems Engineer
Tata Consultancy Services
05.2014 - 05.2015
- Worked in REGI system which controls the alarm flows to REGP system with required information to create a ticket by using Remedy, java and web applications
- Creating Workflows and providing a business justification for the requirements
- The configuration of ITSM Application
- Creating and customizing workflows regards to SLA and Service Targets, Running AIE Jobs and having basic knowledge of ADDM
- Troubleshooting issues with ITSM and providing a bug fix
- Maintaining servers in the scope of L2 and L3 levels activities like Health checks, jobs, user account creation, role assignments, permission handling, ITSM ticket templates and deploying packages
- Specialty in finding the root cause of the issue and providing the temporary turnaround or permanent fix
- Achieved in reducing performance issues in data processing and applications.
Application Developer
Artech Infosystems Pvt Ltd
03.2011 - 05.2014
- Accomplished desired results in Ticketing Application enhancements by using ARS remedy, ARS Plugins, SOAP
- Individual developer for Design, development, testing, and deployment with proper documentation and ensuring noncompliance with code
- Handled end to end support activities on Incident Management and configuration of ITSM application for AT&T as a Technical analyst
- Creating and modifying remedy workflow components (active links, filters, and escalations) as per the enhancement request and to implement business rules
- Keeping track of new users added to groups and new support and administration groups added to the system
- Code re-usability and independent code with different technologies applied
- Delivering end-user training for Remedy application / Web applications
- Proposing solutions to the Remedy AR System for better performance and system stability with the code of ethics
- Restarting the services or remedy application and/or Mid-tier servers after code deployment
- Few enhancements as requested by the users with regards to the appearance of a form, form and field fonts, different views in forms and modifying the workflows.
Education
Associate of Arts -
Anna University
Chennai 09.2009 - 05.2010
Computer Science
Priyadarshani Engineering College
Chennai 01.2006 - 04.2010
Physics, Mathematics, Chemistry
Sri Siddhartha Junior College
01.2004 - 04.2006
High School Diploma -
Z.P.H.School
Andhra Pradesh 01.2003 - 04.2004
Skills
SeriveNow(S-Now),S-Now ITOM,S-Now ITBM
BMC ARS Remedy & ITSM
Core Java, C
BMC Remedy 75,76, 81 and 91
Spoon AI job,ARS Web-Services API
SQL Server, Oracle 10/12g
HTML, XML, CSS
Jscript, Perl Script
Strong work ethic and Team Management
Agile Project Management
Websites
Accomplishments
- Won ‘Certificate of Recognition from IBM’ in The year 2012.
- Appreciation from IBM India Management.
- Demonstration Tool’s to the Clients.
- Appreciation from CGI Client’s for my code quality and on-time deliverables.
- Appreciation from TCS clients from my quick resolution and finding root cause in less time span.
Personal Information
- Passport Number: W8924382
- Passport Date Of Issue: 10/01/2023
- Passport Place Of Issue: Bangalore
Trainingeducationsummary
- Certified S-Now Administrator (Utah Delta too)
- CMDB, Flow Designer, Scripting Micro certifications
- AR System Administration 7.x, 8.1, 9.x
- HTML, C++, Core Java, Perl Scripting, PHP, Java Scripting.
- Unix Basics, SQL
- IBM Rational Clear Quest
- ITIL V3 Trained
- Agile Trained
Certification
Service Now Certified System Administrator
Timeline
TECHNICAL SPECIALIST
HCL Limited
04.2021 - 05.2023
Principal Infrastructure Engineer
Mphasis Limited
02.2018 - 04.2021
Software Engineer
CGI
05.2015 - 08.2017
Systems Engineer
Tata Consultancy Services
05.2014 - 05.2015
Application Developer
Artech Infosystems Pvt Ltd
03.2011 - 05.2014
Associate of Arts -
Anna University
09.2009 - 05.2010
Computer Science
Priyadarshani Engineering College
01.2006 - 04.2010
Physics, Mathematics, Chemistry
Sri Siddhartha Junior College
01.2004 - 04.2006
High School Diploma -
Z.P.H.School
01.2003 - 04.2004
Infra Transformation Associate Manager
Accenture Limited
5 2023
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