Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Vivek Verma

London

Summary

Certified Technical Architect with 10 years of experience in the software industry as a Consultant/Architect/Tech Lead. Currently focused on Platform governance, AI Innovation, and ITOM-Event Management at BT Group. Passionate about innovation and technology, with specialized expertise in ServiceNow, AI, and IoT solutions. Proven track record of leading initiatives for operational excellence and delivering cutting-edge solutions. Previously led cross-functional teams at Nagarro to deliver high-quality software projects, and specialized in technical support and troubleshooting at Fujitsu India. Strong foundation in software engineering with a commitment to creativity, expertise, and client satisfaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Specialist Design Engineer

British Telecom
London
11.2022 - Current
  • AI Implementation: Collaborating with ServiceNow Product team on AI Agents, including solutions to draft Catalog Items from unstructured emails and a General purpose AI Agent for next best action recommendations using inhouse LLM model and ServiceNow instance RAG
  • Built Now Assist LLM Multilingual capability, generating £200k savings per financial year
  • Professional Achievement: Earned Certified Technical Architect (CTA) certification
  • Technical Implementations:
  • Published Custom App for Palo Alto Prisma SDWAN TSOM solution
  • Led workshops on ServiceNow Knowledge Management and successfully completed eGain to SN knowledge migration
  • Implemented IP filter-based Adaptive Authentication workflow to align with Security Authority architecture for Prisma Access Proactive Management Integration
  • Designed Domain Separation environment
  • Implemented dynamic alarm flood logic (recognized by ServiceNow Product team)
  • Executed zero-touch customer power, reducing case creation for desk CI within working hours
  • Developed No-Code Proactive Management App using Decision Table APIs for service automation
  • Constructed Playbooks for Remediation workflow
  • Implemented Event Management for multiple platforms (SMARTS, ASI, EDGE Meraki, ThousandEyes, CloudGenix, VMware Cloud Orchestrator)
  • Introduced Predictive intelligence for CSM

Principal Developer

Nagarro UK
London
02.2022 - 11.2022
  • Developed SN API to consume TMF639/38/41/42 resources
  • Aligned OMT process with AIOps for an end-to-end solution
  • Consolidated different Event Management solutions under a single-scoped application
  • Implemented Discovery of Alert management for Cisco Meraki using ETL and RTE engine
  • Established Polling architecture to proactively monitor Edges, Uplinks, and Non-VeloCloud Sites

Associate Staff Engineer

Nagarro India
Gurgaon
02.2020 - 02.2022
  • Led implementation of Classification, Recruitment, Incentives, and Appointment processes for multiple Department of Health agencies
  • Resolved issues with email notification systems, PDF generation, and PDF attachments
  • Developed interactive Dashboard to track Services and Cases
  • Identified and reported bugs in LifeCycle events table to ServiceNow Support team
  • Implemented solutions for complex case assignments and dynamic localization
  • Developed OIDC Provider Sign-in setup, leveraging CSM and Payment Gateway integration
  • Integrated Incident with Birch Street Connect using Bi-Directional Integration

Technical Service Engineer

Fujitsu India
Noida
07.2018 - 01.2020
  • Developed Bi-Directional Integration for Service Requests and User Management with JIRA
  • Implemented Generic Staging Table Logic for all Integrations
  • Migrated technology from Web-based application to SN Mobile platform
  • Integrated Dialog Flow Machine Learning Platform and Google ML Translate API for dynamic translation on ServiceNow Forms
  • Streamlined ITSM solution, reducing hundreds of forms to a couple with multi-language support

Software Developer

Cogile Techlab Digital Pvt. Ltd.
Noida
02.2016 - 07.2018
  • Integrated Amazon Web Services for efficient ticket management
  • Developed a solution for managing Virtual Machines across platforms for Provision and Management tracking
  • Established integration between ServiceNow instances for dynamic and bulk data integration

Education

Bachelor of Engineering - Electronics and Communication

Galgotias University
01.2015

Skills

  • ServiceNow Expertise
  • Event Management
  • ITSM & CSM
  • Knowledge Management
  • HRSD & App Engine
  • TSM & TSOM
  • Integration Hub
  • AI & Advanced Technologies
  • AI Agent Development
  • LLM Implementation
  • IoT (Raspberry PI)
  • AIOps
  • UI Builder
  • Predictive Intelligence

Certification

Certified Technical Architect (CTA), Certified Implementation Specialist: Event Management, Certified Implementation Specialist: Discovery, Certified Application Developer, Certified System Administrator, UI Builder - MC, Google Cloud Platform Fundamentals - Core Infrastructure, Building Conversational Experiences with Dialogflow, Android Basics Nanodegree

Languages

  • English
  • Hindi

Timeline

Specialist Design Engineer

British Telecom
11.2022 - Current

Principal Developer

Nagarro UK
02.2022 - 11.2022

Associate Staff Engineer

Nagarro India
02.2020 - 02.2022

Technical Service Engineer

Fujitsu India
07.2018 - 01.2020

Software Developer

Cogile Techlab Digital Pvt. Ltd.
02.2016 - 07.2018

Bachelor of Engineering - Electronics and Communication

Galgotias University

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Vivek Verma