Profile

Hey there! Glad to have you here on my profile 👨‍💻

Technical Engineer, Integrations & AI at ServiceNow

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👨🏻‍💻  About Me

• 💼 Technical Engineer, Integrations & AI at ServiceNow.
• 🎓 Master’s in Computer Applications from Chandigarh University.
• 💡 Three words that describe me: Dreamer, Learner, Explorer.
• 🎵 Outside of work, I enjoy music, writing, and travelling.

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🧰 Tech Stack & Tools

• 🖥️   Operating Systems & Infrastructure:
  Linux (RHEL, SLES, openSUSE, CentOS, Ubuntu), Unix (Solaris, AIX), LDAP, Active Directory, TCP/IP Stack, DNS, Load Balancers, Firewalls

• 🔐   Authentication & Security:
  Single Sign-On (SAML, OAuth, OpenID, WS-FED, Mutual Auth), MFA, PKI, X.509 Certificates, SSL/TLS, HTTPS, VPN, Encryption, Certificate Management

• ✉️   Email & Communication Protocols:
  SMTP, POP3, IMAP

• 🌐   Web Services & Data Exchange:
  REST API, SOAP, JSONv2, XML, JSON, YAML, JDBC, ODBC

• 💻   Platforms & Integrations:
  ServiceNow (IntegrationHub, Conversational AI, Virtual Agent, MS Teams, CoPilot, DevOps, Robotic Process Automation)
  Product Integrations (Azure, AWS, JIRA, Microsoft 365 Suite, Okta, Salesforce, Workday, Slack, SuccessFactors, Trello, Twilio, etc.)

• 🛢️   Databases & Scripting:
  MySQL, PostgreSQL, Oracle, SQL, Shell Scripting, Python, Relational Database Administration, Backup/Restore

• ⚙️   Automation & Scheduling:
  Robotic Process Automation (RPA), Crontab, Dollar Universe / Univiewer ($U)

• 🧪   Monitoring & Debugging Tools:
  Postman, SOAP UI, Wireshark, Splunk, Troubleshooting & Root Cause Analysis

• 🛠️   Version Control & IDEs:
  Apache Subversion (SVN), Git, GitHub, Eclipse IDE, SQL Developer, MySQL Workbench, PGAdmin

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💼  Experience

🏢 Technical Engineer, Integrations & AI at ServiceNow, Hyderabad (April 2023 - Present)

• 🕸️ Deliver advanced product support to ServiceNow customers worldwide by troubleshooting complex technical issues and ensuring timely, effective resolutions.
• 🧠 Own and resolve critical customer cases through deep technical analysis, collaboration with internal teams, and adherence to troubleshooting best practices.
• 🤝 Drive customer success by acting as a dedicated advocate — managing assigned cases, SLAs, and escalations to minimize downtime and business impact.
• 🛠️ Contribute to strategic initiatives including automation, case deflection, and the development of digital self-help assets to enhance the engineer and customer experience.
• 🔍 Perform error diagnosis, debugging, validation, and in-depth root cause analysis for recurring or product-related issues.
• 🧪 Replicate customer-reported issues in test environments to confirm bugs and escalate product defects where applicable.
• 🌐 Collaborate directly with customers to understand their business goals and technical challenges, offering tailored solutions and guidance on best practices.
• 🧩 Build lasting customer relationships by serving as a trusted advisor and ensuring proactive communication throughout the case lifecycle.
• 🚀 Engage with cross-functional teams to identify tool/process improvements for faster and more scalable support delivery.

🏢 Technical Engineer, Integrations & Infrastructure - Capgemini, Bangalore (Jan 2021 - April 2023)

• 🏢 Member of the Engineering and Customer Experience Team for a French Automobile Client.
• 👨‍💻 Extensive experience working in a customer-facing environment, consistently delivering high-quality service and fostering positive relationships with clients and customers.
• 💻 Collaborated with cross-functional teams including development, testing, and product, to successfully deliver multiple projects.
• ⚙️ Built infrastructure for frontend and backend servers on Unix & Linux Systems and utilized a microservices approach to create full-fledged applications.
• 🌍 Performed technical migration of applications from legacy Unix servers to modern Linux servers, including upgrades to Java, Postgresql, MySQL, Oracle DB, MQ, CFT, Tomcat, and WebSphere.
• 🔧 Managed application configuration, properties, and dictionary files using Eclipse IDE and Apache Subversion(SVN).
• 🔗 Implemented and maintained database servers on Linux platforms for PostgreSQL, Oracle DB, and MySQL to ensure efficient data management and availability.
• 💬 Performed tasks on Oracle DB, such as DB script execution, data backup and restoration, tablespace creation, and AWR report generation for issue reporting.
• 🛢 Deliver SQL, backup and restoration, and access rights for PostgreSQL and MySQL databases.
• 💜 Automated infrastructure tasks using Shell scripting.
• 🏢 Managed frontend servers on IBM WebSphere and Apache Tomcat, including log analysis, trace logs, and troubleshooting, as well as SSL certificate installation and configuration.
• 🔧 Configured batch and job scheduling and monitored using Dollar Universe/Univiewer ($U) and Crontab.
• 📋 Performed application deployments using in-house deployment tools like Indusgen and Parallauncher, and utilized monitoring tools like Introscope and Pacific for server health checks.
• 🕹️ Built applicative technical architecture from standard bricks and put it into production.
• 💡 Integrated new applications and updates, and managed the exchange interface of the application with partner applications.
• ⏱️ Automated all possible processes to ensure reproducibility and high quality of application delivery and Operating Processes.
• 💻 Built infrastructure from scratch for applications, including Web servers, Application Servers, Batch and Database Servers.
• 🔧 Performed technical migrations of applications from legacy systems and outdated software to modern ones.
• 🌍 Performed the migration of applications from HTTP to HTTPS.
• 📋 Ensured efficient application support and maintenance through incident, change, and problem management, creating documentation and last point of escalation within the Technical support department and mentoring junior team members in various technologies.

❣️ From Atish Chandra