SHAKTI GOLE

• Project: BANK OF BARODA
• Tool: SMAX (ITSM)
• Designed and delivered complex workflows, business rules, and UI customizations across Incident, Problem, Change, Knowledge, and Request Fulfillment modules.
• Troubleshooting of the Change phase, Change categories, and Approval Tasks.
• Integrated SMAX with third-party tools (UCMDB, Asset Manager, LDAP, email gateways, and monitoring tools) using REST/SOAP APIs.
• Designed and configured complex workflows, business rules, UI rules, and data models across Incident, Problem, Change, Knowledge, and Request Fulfillment modules.
• Performed server-level troubleshooting, including JVM tuning, memory leak identification, database connectivity issues, SSL certificate renewal, and network/firewall rule adjustments.
• Analyzed SMAX logs (platform logs, application logs, Tomcat logs) to resolve performance degradation and service interruptions.
• Coordinated with infrastructure teams for OS patching, server restarts, storage expansions, and performance optimization.
• Conducted root cause analysis (RCA) for recurring technical issues, implementing permanent fixes.
• Hands-on Health Check for EMS tools: OBM, Smax, SA, OBR, NNMI, UCMDB, OO.

Project: SUDL ( Star Union Dai-ichi Life Insurance Company Limited)

Tool: SMAX (Service Management X)

• Configured and customized Micro Focus SMAX modules, including Service Request, Incident, Problem, Change, and Knowledge Management, to align with business needs.
• Developed and maintained business rules, workflows, and forms to automate ITSM processes, improving operational efficiency.
• Integrated SMAX with external systems using REST/SOAP APIs for seamless data exchange.
• Managed user access, roles, and permissions, ensuring compliance with IT security policies.
• Created custom reports and dashboards to track KPIs, and improve service performance visibility.
• Implemented catalog items and service offerings to enhance the end-user experience.
• Troubleshot and resolved SMAX performance and configuration issues, reducing downtime.
• Coordinated with cross-functional teams for requirement gathering, UAT, and deployment of new features.
• Applied ITIL best practices within SMAX to streamline Incident, Problem, and Change Management processes.
• Conducted end-user and admin training sessions, improving adoption, and reducing support tickets.
• Analyzed SMAX logs (server logs, platform logs, Tomcat logs) to identify and resolve performance bottlenecks.

Project: UCO Bank

Tool: AM & UCMDB

• Configured and customized asset manager workflows, forms, and fields for IT asset lifecycle management.
• Managed asset inventory records, including hardware, software, licenses, and contracts, in Asset Manager.
• Understanding the process of restarting the application.
• Integrated Asset Manager with SMAX for seamless ITSM, ITAM operations.
• Performed bulk asset imports via CSV/XML, and reconciled discrepancies.
• Configured and managed UCMDB discovery and integration to maintain an accurate CMDB.
• Performed topology discovery using UD Probes to capture relationships between CIs.
• Integrated UCMDB with SMAX for incident, change, and problem impact analysis.
• Troubleshot discovery job failures, probed connectivity issues, and credential problems.
• Maintained audit-ready CMDB data for ITIL processes and compliance reporting.
• Managed federation and population rules for data synchronization with external systems.