Harsh Baua

Experience

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  Wipro

  Jun 2012 - Aug 2017

  Senior Project Engineer

  Responsibilities – ITSM Administration, Development and SupportCMDB Support and DevelopmentMy IT, Smart IT, Smart ReportingAtrium Integrator (Spoon)Remedy Activities –• Building Complex Integrations for exchanging data between various platforms and Remedy.• Custom Jobs to import data into Remedy with proper validation, approvals, notifications to concerned stake holders.• Auditing and monitoring jobs to maintain the system performance and data consistency.• Expert hands on experience on investigating L3 issues and delivering L3 enhancements.• Creating Custom Utilities to automate majority of L1 tasks.• Interfaces for Email parsing, automated relationship create, Permission and Support role mapping.CMDB Activities - • Integrations using Atrium Integrator Spoon for Feeding CMDB data into Remedy • Feed Attribute data into CMDB using the traditional CMDB workflows.• Customize to import Organizational CMDB data.• Use CMDB workflows to invite CI data from various staging datasets and Creating Normalization and Reconciliation Jobs for importing the data into Golden Dataset ID.• Creating Custom Classes or modifying existing classes using CDM or Class Manager or CMDB Driver.• Audit the actions in CMDB for various events like Status Change, attribute Changes, create Work Info entries for tracking source of the attributes• Creating automations to update CI data with minimal interference.• Creating Purge Jobs to eliminate the unwanted data• Create and Manage the Product Category data along with version management• Create Custom interfaces to bring in Prod Cat data from various sources and automate the data registration into CMDB along with validation approvals.Achievements:• Received 7 official appreciations from Customers for Delivery, Commitment, Expertise, Quick Resolution, Approach and Availability• Rated OSC (Outstanding Contribution) which is the highest rating in Wipro for 3 consecutive years - 2015 to 2017 Show less

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  Accenture

  Aug 2017 - Dec 2019

  Senior Analyst

  Responsibilities: 1. Investigate and resolve L3 issues related to Remedy Platform like High Memory\Heap Utilization etc. and Application like Escalation optimization, Operational Ranking optimization, Change Management approval, KBA Transitioning issues.2. ADDM operations included TKU update, Server Discovery issue, Health Check and ADDM Appliance maintenance.3. BAO Operations included Deployment of New Orchestrator Jobs, Debugging issues using logs from LAP, OCP and CDP, Health check using Grid, Job Monitoring including memory utilization of jobs4. Lead support and mentor for L2 and L1 activities5. Lead the Sprint Releases every quarter6. Implement automations to redundant tasks to improve efficiency and save costsAchievements:1. Able to save 1200 hours per year by developing an automation tool for client using Python and Batch Scripting.2. Received appreciations from Client Management for Defect Free Sprint Releases Twice a Major Upgrade.3. Received DA rating (Distinct Achievement) for Brining additional business in form of automation and efficiently executing operational activities at the same timeGains:1. Able to Master Automation prone areas for ITSM projects.2. Learned Python and Batch Scripting3. Able to gain Team Lead experience leading 4 colleagues for sprint projects. Show less

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  Tech Mahindra

  Jan 2020 - Oct 2023

  Responsibilities: 1. Technical Delivery Manager for all projects in and out CMDB including impact analysis, costing and E2E Delivery2. Investigate L3 issues related to Remedy and CMDB Platform like DSO, Normalization, Reconciliation High Memory\Heap Utilization etc., Escalation optimization, Operational Ranking optimization, Infrastructure and Asset Management.3. Data integrations with discovery tools like BMC Discovery, Microsoft SCCM, SPP Troux.4. Integration to bring in Network Bearer Transmission, Cell Site, Switch Site Systems from External Sources and store them system systematically in CMDB and facilitate Alarming on these Devices via Monitoring tools like Netcool.5. Integrating Cloud Systems, Clusters, Computer System Devices in CMDB to Monitoring tools like BMC TrueSight Operations Management6. Integrating Smart Metering devices related data into CMDB via REST API/Web Services for Lifecycle management and facilitating regular reports to Billing Systems7. Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Access Control Lists etc, Used JavaScript in Client Scripts in ServiceNow.8. Worked with transform maps, data sources and different transform scripts for data loads and management in ServiceNow9. Guided on scenarios to investigate issues based on business rules, Client Scripts, UI Policies, Catalog Builders. Also worked on building integrations using API, Inbound email actions10. Provided guidance and designed solutions on Integrating Service NOW with multiple ticketing systems including BMC Remedy ITSM, JIRA, CIMS asset management. Achievements:1. Increase Stream Revenue by 30% compared to former Delivery management.2. Managed delivery for a team of 17 members under Service Management and Configuration management3. Appreciations from Stake Holders for Commitment and Innovation4. Learned to implement Performance analysis using Elastic Logstash and Kibana tool. Show less

  • Solution Designer and Technical Delivery Lead

    Jan 2020 - Oct 2023

  • Associate Solution Designer

    Jan 2020 - Apr 2022
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  ServiceNow

  Nov 2023 - now

  Senior Technical Support Engineer, Service Management