Rameez

Jaguar Land Rover Organization Tata Technologies Role Remedy Support Administrator Project Jaguar Land Rover Environment BMC Remedy ARS 7.6, 7.5, ITSM 7.6, 7.5,Oracle 11g Platform/OS UNIX Customer Jaguar Land Rover Description This project is all about core support and basic development which includes: BMC Remedy AR system and ITSM 7.x suites i.e Incident Management, Problem Management, Change Management, Service Level Management and Service Request Management. Responsibilities’

• Involved in all core support activities.

• Responsible for application and data administration of BMC Remedy AR System.

• Integration of Web based application for automated ticket creation in Incident Management through in built HPD staging forms using remedy Web services.

• Configuration of foundation data like location, support groups, people. Classification: Internal Use

• Designing the template for the configuration of foundation elements Including the product and operational categorizations.

• Working with the various team for getting the foundation related data.

• Managed all Remedy application administration needs and provided application support to organization.

• Responsible for BMC Remedy Email engine installation and mailbox configuration.

• Responsible for configuration of Operational and Product Categorization.

• Responsible for configuration of change management approvals in all Phases of Review, Business, and Implementation and closed down. Vodafone Corporate Project Organization IBM Role Remedy Developer & Support Administrator Project Vodafone Telecom Services Environment Remedy ARS (7.6.4), ITSM 7.6.4, Incident Management 7.6.4, Change Management 7.6.4,Problem Management, Asset Management, (7.6.4), SLA, Remedy Import, CMDB 7.6, Remedy Reports. Platform/OS AIX Customer Vodafone Description

 BMC Remedy Developer Client is a fixed second fixed line telecom operator to provide fixed services including voice and broadband services.

 Client is considered a pioneering provider of 4th Generation services.

 This project involves installation and configuration of BMC Remedy AR System and ITSM 7.6 Applications in HA environment, which include a shared database among all application servers.

 Integration with LDAP Active directory – auto population of people data in Remedy.

 Asset Management is largely used in the environment, as it Classification: Internal Use needs to keep the track of Assets/CI is allocated to users.

 ADDM integration is done. CI’s are even discovered by ADDM.

 Precedence is set on attributes on ADDM dataset and BMC.PASSIVE dataset.

 This is just to take care that ADDM dataset should not override the BMC.PASSIVE dataset CI.

 There were more than 500 support groups created and different SLA’s were configured accordingly.

 The SLA was based on multiple criteria’s, which involved Region of the customer, Product Categorization, Assigned Organization, Resolver Group (Custom) as there were more than 500 Support Groups.