Sriram Daram Email & Phone Number

New Westminster, BC, CA

Burnaby, British Columbia, Canada

Vancouver, British Columbia, Canada

• Enable ServiceNow (Auto) Discovery to scan and collect technical attributes for all corporate and retail infrastructure configuration items in On-Prem datacenter and Azure Cloud (e.g., hardware, software, databases.
• Manage the population of the CMDB per configuration management plan, process, and policy
• Ensure data is available in the CMDB to support stakeholder processes (e.g., ITSM, Security and Architecture).
• Leveraging ServiceNow Service Mapping functionality, build, update and validate service maps to reflect the physical/logical flow per direction from Application Owner/ Subject Matter Experts (SME).
• Participate in workshops and communicate service mapping and discovery requirements with PMs, Architects, Application Owners, and SMEs as required.

Vancouver, British Columbia, Canada

• Engage with Service Owners for building Service Level Portfolios to properly structure services and service offerings in ServiceNow as per CSDM.
• Assist in Reporting on Key Performance Indicators (KPIs) that demonstrate the value of the IT services while identifying areas of opportunity for improvement.
• Collaborate with stakeholders specifically focused on the ITIL practices (Problem, CSI, Request Management, Service Level Management) regarding ongoing operational initiatives as they relate to necessary changes or.
• Build & Facilitate process improvements for Service Catalog Management governance and procedures.

Burnaby, British Columbia, Canada

• Design request catalogue workflows and maintain supporting documents within the Request Fulfillment system.
• Collaborate with Dev Ops to have ServiceNow workflows developed based on business requirements.
• Provide ITSM process consultation to clients & Coordinate account suggestions to the service management processes and tools.
• Participate in the Aging record governance for optimized service delivery.
• Co-ordinate with client and QA team for UAT to drive endorsements of workflows for production deploy.
• Ensure accurate, complete, and timely record updates.

Vancouver, British Columbia, Canada

• Represent the first stage of escalation for incidents, if not resolvable within the agreed SLA.
• Undertaking research for the root-causes of Incidents thus ensures the elimination of interruptions.
• Managing and administering incident, problem, and service requests efficiently and effectively including management of client expectations for delivery of any requested work with appropriate ITIL principles.
• Working closely with Operations and Development teams to identify, troubleshoot, diagnose, and correct system related issues, as they arise.
• Supporting root cause analysis, investigations, and follow-up on action items.
• Supporting and assisting in the provisioning of virtual servers, including installation and configuration of operating systems using Red Hat Satellite.

Chennai, Tamil Nadu, India

• ITIL process followed:
• Change Management
• Incident Management
• Event Management
• Problem Management
• Demonstrate strong customer service ethic in the team through active communication, regular updates.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Technology - B.Tech, Electrical And Electronics Engineering