Chandana Silpa Nagavarapu

Platform Management: --Responsible for managing and maintaining ˜15 ServiceNow instances including live environment. --Maintaining and publishing Platform Activity Calendar in advance. --The role also involves planning patch upgrades, clones, maintenance activities and sending organisational communications of planned and unplanned activities to ˜20 Application managers and development teams. Access Reviews: --Designed, Developed, Coordinated and launched a data certification initiative with collaboration from the client which involved around 1500 group managers to review and certify around 30,000 assignment group memberships across 20 applications. Platform Upgrades: --Led 4 successful ServiceNow Platform upgrades(Kingston - Paris) and consistently reduced the platform upgrade execution time from around 3 months to 1 month. Best Practices / Code Review: --Lead the team responsible for reviewing code from 5 implementation teams from different vendors using manual / automated tool support, migrate and merge the code to higher environments and perform accurate conflict detection. Change Management: --Designed and drafted the enterprise change management process suitable to ServiceNow change cycle. Responsible for handling CAB connects for Production Deployments. Comprehensive Performance Reviews & Health Scans: --Performed the role of SPOC to review the performance reviews and Health Scans with ServiceNow vendor, planned the timelines of deliverables and coordinated with multiple Application teams and ensured successful delivery of the identified activities. Stakeholder Management: --Regular coordination with multi vendor development teams, ServiceNow Vendor, Application managers and managing the core platform governance team located across multiple locations. Data Quality & Security initiatives: --Responsible for identifying and fixing the data quality and security issues throughout the platform.

--Offshore Lead responsible for designing and guiding a team on complex catalog requirements. --Design of the escalation management system for supporting Incident Management and Problem Management.

-- Designed and deployed Integrations for 2 clients at a time. -- Prepared solution documentation with data exchanges and coordinated the end to end process till go live as individual contributor.

--Lead Architect and Team Lead for designing and developing Service Catalog and design the Orchestration with VMWare, Asset Management in ServiceNow. --Trained ˜100 people for upcoming ServiceNow opportunities and hand picked the team and groomed them for this Project.

ITSM Process Design and Implementation: --Designed and led the team which implemented Incident, Problem, Change, Release and Deployment Management, SQA in ServiceNow --Worked with respective Process Owners from the customer company and deployed in one major release. Platform upgrades: --Successfully upgraded the ServiceNow platform through various versions like Aspen, Berlin, Calgary and Eureka. Innovation Track: --Lead an innovation track during this period identifying opportunities to explore new ServiceNow features and deploy them. Vender Collaboration: --Worked with ServiceNow Vendor on any Platform related issues and acted as liaison between the customer and the vendor support. ONE Portal: --Technical Architect for ONE Portal initiative for the customer which is used by around 10,000 users for all of their HR, IT requirements. Enterprise Access Management: --Designed and lead the team to implement Enterprise Access Management integrated with Service catalog. Designed automated catalog creation and provisioning of access. Collaborating and Consulting: --Design and code reviews with Technical Consultants from ServiceNow, define and implement Performance Improvement measures on the ServiceNow Platform. Custom Implementations: --Specialised in implementing Custom and Complex requirements like Enterprise communications management, Alert Management, Data certification(extended OOB configuration), CMS Portals.

ServiceNow Implementation -- Configured Service Catalogue, E2E workflows -- Designed and Implemented Incident, Problem, Change Management Processes, including SLAs, Workflows -- Worked on CMDB enhancements

--Implemented ALM solution (Asset Lifecycle Management) using the tool LANDesk Asset Life cycle Manager.

**First in the team of 8 to be sent to Client's office in UK** --Worked on Event Management using IBM Netcool Omnibus 7.1. --Worked on Clarify eFrontOffice v10 ticketing system for fault raising, progressing and tracking. --Performed tasks from event management to setting up critical automation and triggers etc., for critical network event management and correlation, developing scripts, setting cron jobs, logging and event notification build-up, etc. -- Worked on Netcool tool, ISM and Internet Service monitoring; performed the tasks from setting up new monitors, maintaining the current setups to communicating with the customers. -- Worked as Onsite coordinator at Client's office located in Ipswich, UK for 8 months (Sept 2007 - Apr 2008), coordinating offshore team and had direct customer interaction.

--Training on Generic and Specific Software engineering aspects --Familiarising with corporate work culture