Summary
Overview
Work History
Education
Skills
Certification
Appreciations And Awards
Projects
Disclaimer
Timeline
Generic

Shailender Singh

Software Engineering Manager
Kavali

Summary

IT professional with total experience of around 13 years of relevant experience in the field of ITSM/CSM/KM/ITOM. Extensive knowledge and experience in implementation and Administration of Service-Now. 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

13
13
years of professional experience
2012
2012
years of post-secondary education
4
4
Certifications

Work History

Software Engineering Manager

Opentext Technologies
09.2021 - Current

Setup a team of serviceNow developers for OpenText HYD and be a single point of contact for ServiceNow deliverables from India CoE.

Senior Application Developer

ServiceNow
11.2017 - 09.2021

I worked as a senior application developer implemented ITSM Change module/SAM portal/ Customer portal/ Knowledge/ Integrations for ServiceNow commercial instance closely worked with product owners for deliverables and also analyzed data by which we can reduce the CS cost with help of automations.

Senior Project Engineer

Wipro LTD
01.2016 - 11.2017

Worked as a Senior developer and have implemented ITSM/CMDB for Credit suisse.

Associate Consultant

Infosys
10.2014 - 01.2016

Worked as a Associate developer implemented modules like ITSM/ITOM.

Senior Software Engineer

IGATE Global Solutions
03.2012 - 10.2014

Campus placed, Worked as a senior software engineer to implement ITSM modules like incident/problem/change/Service Request modules along with Knowledge management module and also worked for Java projects during initial phase of my career at IGATE.

Education

Post-Graduate Certificate - Artificial Intelligence & Machince Learning

IIIT Banglore
Banglore

BTECH(CSE) -

PBR VITS Engineering College

Intermediate - undefined

Narayana Junior College

SSC - undefined

Indian Public School

Skills

Service portal

python

javascript

core java

HTML

XML

service now scripting like client scripts, UI policy, Business rules, workflows, flow designers, Integrations

Processes such as ITIL/ITSM/CSM/KM/ITOM

Certification

Service-Now certified administrator

Appreciations And Awards

  • IEvolve Shining Star for Aug – Sep/ Nov-Dec 2013: Awarded for the innovation which was successfully completed and much appreciated by the client.
  • Innovation of the Year 2013: Awarded for the innovation that was successfully launched.
  • Received Passionate Employee award for the year 2013.
  • Won award from IT operations for successful implementation of CHG new state model in ServiceNow.

Projects

OpenText (Software Engineering Manager) :


Started as a lead developer developed a integration framework for Opentext that can communte with multiple systems with single interface that helps us to ensure high availability of all systems with one single interface. Got promoted with a year as a manager to setup additional team of serviceNow developers in opentext to ensure high availability to ensure quick resolution for customer issues. Was able to successfully build end to end CSM platform for Opentext.


Hire/ train interns on serviceNow platform. Coordinate across global teams and oversee the deployment of ServiceNow changes, updates,Upgrades and enhancements. Manage and prioritize incident resolution and problem-solving efforts. Maintain and enhance ServiceNow configurations, workflows, and integrations as needed. Ensure that ServiceNow remains aligned with business requirements and objectives.


Maintain comprehensive documentations like Business / Functional/ Technical design documents for ServiceNow configurations, procedures, and incident resolutions. Collaborate with ServiceNow vendors and external partners to leverage their expertise and resources on contract basis.

Ensure on time, within budget, compliant, secure, and quality delivery of portfolio for responsible function / service area.


Run efficient DevOps for serviceNow platforms ensuring availability & optimal performance and offer support during Hypercare round the clock to ensure system availability.


ServiceNow :


Worked as Senior Application Developer, delivered end to end change management migration form old to new state transition project in  serviceNow with zero defects. 

As  customer zero we have alo implemented CSM for customers and were successful in transition of Customers from Incident management to Case management.

Implemented Integration with Datacenter by identifying the processes that can automate and help customers for self service.

Implemented end to end SAM[Support account manager] portal and also Customer portal for HI instance.

Executed a model on Cases and identified the requests that are similar and created an automation process to save cost and time of Customer support.


Wipro(Senior Project Engineer):


Worked on implementation of Custom Catalog Item. 

Customized using UI pages and UI macros, Worked on all modules incident/problem/KM/CM/Service catalogs.

Followed WBS in order to get the things efficiently without bugs., Peer testing/Peer Code Review has been followed in order to ensure quality in code during implementation. Handled SNOW Sessions for juniors.


Infosys (Associate Consultant):


Implemented ITSM modules incident management, problem management, change management, integration with other event monitoring tools in service now. 

Implemented Integrations of Redwood with SN. POC to integrate Service Now with Service Watch, Implemented ITSM modules. Handled SNOW Sessions for juniors.

Worked on performance analytics. 


IGATE Global Solutions(Senior Software Engineer):


Customization of Knowledge Management search Functionality in service now, Customization of User Preferences for Email Notification in service now, Customization of Email Preferences based on Application CI’s in service now, Implemented knowledge Module, Provided L3 Support to IM/PM/CM Modules in service now.

Disclaimer

I hereby declare that the provided details are genuine and shares a rational idea on the expertise I am aligned with.

Timeline

Software Engineering Manager

Opentext Technologies
09.2021 - Current

Senior Application Developer

ServiceNow
11.2017 - 09.2021

Senior Project Engineer

Wipro LTD
01.2016 - 11.2017

Associate Consultant

Infosys
10.2014 - 01.2016

Senior Software Engineer

IGATE Global Solutions
03.2012 - 10.2014

Intermediate - undefined

Narayana Junior College

SSC - undefined

Indian Public School

Post-Graduate Certificate - Artificial Intelligence & Machince Learning

IIIT Banglore

BTECH(CSE) -

PBR VITS Engineering College
Shailender SinghSoftware Engineering Manager