Hendrik Engler

Responsible for the ServiceNow platform, focus on architectural governance, implementation and design (leading the team of architects and business analysts). Providing guidance on best practices, architecture reviews, integrations, performance, strategic planning and technical roadmaps. Operational platform governance and internal risk management is covered as well. Acting as PSO (Platform Security Officer) for security topics and measures to keep the platform close to industry security standards.

Responsible for the international platform operations and development resources, including architecture. Focus on platform governance, operational excellence and development best practices. Responsible for the test factory. Working as architect for platform related projects, including a cloud migration project. Acting as PSO (Platform Security Officer) for all security related topics and measures to keep the platform close to industry security standards in alignment with company policies.

Working as IT architect for various projects on the ServiceNow platform with strong focus on core platform and ITSM capabilities. Understanding business requirements, performing platform capability checks as well as solution designs and estimations prior implementation. Working on various platform integration projects including ESB (Enterprise Service Bus) related products of the software stack.

Responsible for the international L3 support team. Leading a local team of support engineers and developers. Defining support best practices and processes, including tool and KPI coverage for upline management and increasing team efficiency. Supporting the new product rollout startegy (contineous delivery model) across worldwide teams. Acting as international release manager to streamline various development teams, test factories and support organizations prior the shipment of new products releases.

Acting as architect and implementation partner for various customer projects. Focus on solution design and implementation of WebSphere BPM and WebSphere ESB related projects. Consulting customers on product best practices, implementation and integration approaches including customized training as well as on site technical support. Speaker at various international IBM technical conferences educating customers on product troubleshooting and high availability best practices.

Managing a team of support engineers for the WebSphere BPM product stack. Focus on organizational topics, alignment with international teams, education, and hiring. Focal point for critical customer situations. Providing first class technical support and problem solutions. Speaker at various international IBM technical conferences educating customers on product troubleshooting and high availability best practices. Responsible for support related KPIs and corrective measures to improve quality.

Responsible for the local data center of the BPM support. Governance and maintenance of the IT infrastructure used for troubleshooting of reported problems. Project manager for an IT modernization project to overhaul the IT infrastructure and migration to the latest available virtualization technologies (including budget planning). Solution design and implementation of a highly available VMware as well as IBM POWER virtualization (AIX) environment - serving support engineers needs worldwide.

Working as technical support engineer to provide first class technical support on the WebSphere BPM product stack and related products (like WebSphere Application Server and Enterprise Service Bus). Alignment on problem analysis across various international teams and dedicated client management in critical situations, including weekend support coverage.