Dharmesh Vyas Email & Phone Number

Phoenix, Arizona, United States

• Deliver business value to the customer by understanding their IT landscape, business strategies, challenges, roadmaps and aligning them to ServiceNow provided solutions • Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations• Participate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going projects• Facilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicable• Manage, document and report on performance against service level agreements (SLA's) and where SLA's are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely• Review open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying result• Act as an escalation point and advocate for critical customer issues.• Understand and explain ServiceNow application, features and benefits as it relates to customer needs

Phoenix, Arizona Area

- Responsible for planning, estimation, designing and leading the end to end architecture, development, testing and support for applications & integration developed on ServiceNow platform as regards to building a single ITSM instance across CommonSpirit Health - Provide day to day operational support and enhance both the ITSM ServiceNow platforms at Dignity Health and CHI.- Evaluate and recommend products and frameworks for integrating with ServiceNow tool- Architect system integrations and frameworks to meet customer specific needs and system constraints.- Leading the ServiceNow platform release family upgrade efforts- Determining detail root cause analysis (RCAs) for all issues and updating knowledge bases to further improve MTTR, working with business/process/development teams to ensure all identified issues are tracked to closure. - Responsible for managing the infrastructure components for all applications across all the environments (dev, test, prod) for both Dignity Health and CHI instances.- Responsible for the incident, problem, knowledge, change and release management activities.- Managing and guiding a team of onsite/offshore resources in their day to day activities - Providing technical solutions to the issues faced by the development/business teams.- Providing regular updates to all stakeholders on project status, issues and risks- Working across all major ITIL phases beginning from Service Strategy, Service Design, Service Transition and Service Operations

Phoenix, Arizona Area

• Responsible for managing and providing production support for ITSM/ESC applications (hosted on ServiceNow) and its integrating DataPower/APIGEE applications in a 24x7 model• Provide Strategic and Architectural guidance and work in an agile model for all applications which are design/build by the development team.• Responsible for planning, estimating, designing and leading the end to end support effort • Determining detail root cause analysis (RCAs) for all issues and updating knowledge bases to further improve MTTR, working with process/development teams to ensure all identified issues are tracked to closure. • Leading the ServiceNow version upgrade efforts• Responsible for managing the infrastructure components for all applications across all the environments (dev, test, prod)• Managing the code and SSL certificate base for all support applications under the program.• Responsible for the incident, problem, knowledge, change and release management of all the applications• Managing and guiding a team of onsite/offshore resources in their day to day production support (incident/problem) and change/release management activities • Providing technical solutions to the issues faced by the development/production support team.• Providing regular updates to all stakeholders on project status, issues and risks• Working across all major ITIL phases beginning from Service Strategy, Service Design, Service Transition and Service Operations

Santa Clara, Ca

• Manage a team of technical resources to support proactive engagement with customers related to planned maintenance activities; Hiring, work allocations and performance management of technical team members.• Mentor and train a team of technical resources to support technical maintenance projects for ServiceNow Customers. • Provides SME support on technical maintenance projects working with Customers related to ServiceNow platform improvement initiatives. • Work with internal stakeholders within Customer Support – Support delivery management, Customer Operations and training department to review and gather feedback on customer communications technical projects and planned maintenance activities.• Support and Administer Internal Systems and Tools required to manage customer communication projects. • Manage build cycles with engineering and release teams; Documenting business use cases, prioritizing requirements for tools enhancement and perform UAT. • Lead ongoing external customer communications, including quarterly patching and release family upgrades.• Interface with cross-functional teams, senior-level business executives and Customers.• Drive as a key subject matter expert in the development of projects for the technical support engineer and customer support experience• Representing global support with other company functions to represent support in key company programs.

Phoenix, Arizona Area

• Responsible for managing and providing production support for ServiceNow hosted and its integrating applications in a 24x7 model• Provide Strategic and Architectural guidance and work in an agile model for all applications which are design/build by the development team.• Responsible for planning, estimating, designing and leading the end to end support effort • Determining detail root cause analysis (RCAs) for all issues and updating knowledge bases to further improve MTTR, working with process/development teams to ensure all identified issues are tracked to closure. • Leading the ServiceNow version upgrade efforts• Responsible for managing the infrastructure components for all applications across all the environments (dev, test, prod)• Managing the code and SSL certificate base for all support applications under the program.• Responsible for the incident, problem, knowledge, change and release management of all the applications• Managing and guiding a team of onsite/offshore resources in their day to day production support (incident/problem) and change/release management activities • Providing technical solutions to the issues faced by the development/production support team.• Providing regular updates to all stakeholders on project status, issues and risks• Working across all major ITIL phases beginning from Service Strategy, Service Design, Service Transition and Service Operations

Phoenix, Arizona Area

• Responsible for managing and providing production support for ServiceNow hosted and its integrating applications in a 24x7 model• Provide Strategic and Architectural guidance and work in an agile model for all applications which are design/build by the development team.• Responsible for planning, estimating, designing and leading the end to end support effort • Determining detail root cause analysis (RCAs) for all issues and updating knowledge bases to further improve MTTR, working with process/development teams to ensure all identified issues are tracked to closure. • Leading the ServiceNow version upgrade efforts• Responsible for managing the infrastructure components for all applications across all the environments (dev, test, prod)• Managing the code and SSL certificate base for all support applications under the program.• Responsible for the incident, problem, knowledge, change and release management of all the applications• Managing and guiding a team of onsite/offshore resources in their day to day production support (incident/problem) and change/release management activities • Providing technical solutions to the issues faced by the development/production support team.• Providing regular updates to all stakeholders on project status, issues and risks• Working across all major ITIL phases beginning from Service Strategy, Service Design, Service Transition and Service Operations

Phoenix, Arizona Area

• Responsible for planning, estimating, designing and leading the end to end services development effort • Architecture, design and development of components interacting with vendor partner applications using Web services, MQ, SSL• Responsible for managing the infrastructure components for the IT Service Catalog across all the environments (dev, test, prod)• Responsible for providing production support to all the 500+ services hosted in IT Service Catalog having a customer base of 70K+• Responsible for the change and release management of the 500+ services in the IT Service Catalog• Managing and guiding a team of offshore developers in the day to day production support and change/release management activities • Providing technical solutions to the issues faced by the development/production team.• Responsible for quality of code and design documents prepared by the offshore team.• Providing regular updates to all stakeholders on project status, issues and risks• Worked across all major ITIL phases beginning from Service Strategy, Service Design, Service Transition and Service Operations

Phoenix, Arizona Area

• Requirements gathering and analysis using Use Cases• Involved in the modular architecture • Designed and developed JSP pages using JSF to process user requests and interacts with backend systems via Hibernate• Data Modeling to create Use Cases, Sequence and Class diagrams• Unit, System, Regression and Integration testing of the entire application• Used JUnit to unit test the application• Providing production support to the current system

Phoenix, Arizona Area

• Design and development using EJB, Servlets, SQL stored procedure• Interacting with the client and gathering new requirements and communicating the same to offshore team.• Prepare High and Low level design documents• Involved in database design and performance optimization• Ongoing application support and enhancements, ensure high system availability as per the SLA.• Reviewer and onsite coordinator for a team of 6 Developers and 3 QA testers• Analysis and estimation of work • Member of CMM Level 5 implementation group.

Pune Area, India

• Low level and High level design of the application through Rational Rose• Developing the application as per the design using EJB, Servlets• Created Use Cases, work flow, Sequence and Class diagrams• Coding for Java classes• Test case preparation, Unit Testing, Integration testing and System testing• Member of CMM Level 5 implementation group

Post Graduation Diploma In Advance Computing (C-Dac), Information Technology

Bachelor'S Degree, Electronics Engineering

Education record