Management Engineer

Pooja Maruthi Ram

Newark, DE 614-***-**** ac1xty@r.postjobfree.com

Professional Summary

Extensive experience in Change Management, Release & Incident Management; Agile model with Scrum, Business Analysis, Program Management, ITIL Service Transition, Operational Readiness and Release Planning. Core Qualifications

Extensive experience in release and change

management consulting.

Extensive Experience with ITSM tool and its

functionalities.

Knowledgeable of complete software

development life cycle (SDLC) and well versed

with the Software Engineering and Project

Management methodologies like

traditional Waterfall and Agile methodologies.

Experienced in applying industry best practices, proven techniques and technical solutions to

improve operational efficiency and effectiveness,

increase revenue, reduce costs, boost customer

satisfaction and induce repeat business

Have an extensive experience in Change

management - Submitting the change requests,

documenting impacts and benefits, obtaining

approvals by the approvers and managing the

implementation.

Chairing and managing weekly Change

Advisory Board (CAB) meetings and Daily

Service Review (DSR) meetings. Ensures that all

CAB meetings are scheduled and facilitated

effectively, including the timely generation and

distribution of meeting agendas and minutes.

Experience in working in Jira and Peregrine

tool.

Superior ability to develop and maintain

productive professional relationships with Good

problem-solving and leadership skills.

Experience Summary

Employer: Tata Consultancy Services, 2014 - Present, Wilmington DE Client: JP Morgan Chase; Position: Release and Change Engineer (IT Service Management Analyst) Key Responsibilities:

End to end ownership of IT Releases, which includes planning, co coordinating & executing the release.

Coordinated with AD, Business, ITBA & Testing teams for Code promotion & test planning.

Coordinated with external co supplier of Applications to make sure chase & vendor environments are synch.

Conduct Release Readiness, Milestone, and Business reviews

Managed selection of Serena Release Manager to plan and manage releases into multiple environments with traceability and visibility removing extensive manual work.

Negotiated Release issues and schedules with internal customers and reported status to Executives

Concurrently managed multiple Releases and Changes for Multiple applications within the line of business.

Gathered information from cross-functional teams to understand how they measured key performance indicators

(KPI) for their teams.

As a Change Engineer, have extensive experience in ITSM tool, experience with ITIL process and administering change management.

Creation of ITSM’s, submitting the change requests, documenting impacts and benefits, obtaining approvals by the approvers and managing the implementation.

Collaborated with IT partners regarding change management and championed policy / procedure compliance. Presented processes and value to teams.

Ensuring all changes pass Quality Assurance testing and User acceptance testing Managing deployment. Act as a gatekeeper in facilitating all agreed entry/exit criteria in the Production environment.

Responsible for developing and maintain the trending metrics dashboard for Release & Deployment Management specifically for successful vs. Failed deployments.

Following up with the implementation team to ensure all failed changed were backed out according to the back out plan assigned to the change record.

Developing weekly presentations, providing status and a health report of the release to the Application and Infrastructure organization.

Manage checkpoint conference bridge while duty managing a deployment Pooja Maruthi Ram 148 Chestnut Crossing Dr, Newark, DE 1973 Ph: 614-***-**** ac1xty@r.postjobfree.com

Implemented ITIL compliant change management process using standard IT Infrastructure Library (ITIL) and IT Service Management (ITSM) methodologies. This included a Technical Advisory Board (TAB), and Change Advisory Board (CAB), and standard change request form used for all changes.

Process issues dropped drastically over the following 12-month period, resulting in significantly improved customer satisfaction.

Produced metrics for service performance and customer satisfaction both on a regular and an ad hoc basis.

Provided monthly and cost effective statistics of implemented changes. Employer: Tata Consultancy Services; 2013 – 2014, Bangalore India Client: JP Morgan Chase Position: Risk and Incident Engineer Key Responsibilities:

Managed high priority- in-flight P1/P2 incident by effectively executing red alert bridges and root analysis calls.

Sound knowledge of production assurance functions in managing high priority incidents.

Logged and prioritized all Requests for Change (RFCs) with all required information to an appropriate standard and presented the daily and weekend FSCs (Forward Schedule of Changes.

Prioritize and schedule tickets and issues. Record, track, and document the change request problem-solving process (including all successful and unsuccessful actions taken). Ensure final resolution of the issue. Employer: Tata Consultancy Services; 2011 – 2013, Bangalore India Client: JP Morgan Chase Position: Production and Non-Production Support Analyst Key Responsibilities:

24X7 Level 1 & Level 2 Non prod environment and Production environment support for applications in support scope.

Single point contact for QA/DEV/TRN/IST/UAT and prod sup teams for environment issues.

Managed Peregrine ticketing tool for all the environments and managing Jira ticketing services for all the issues reported and incorporate end-to-end ownership of the ticket.

Managed environment readiness checklist process; before allocating environments for coming releases.

Monitored change management process; perform impact analysis for application in support scope. Education and Accomplishment Summary

Bachelor of Engineering in Instrumentation Technology (2006-2010) from JSS Academy of technical education.

ITIL Change Management Foundation Training.

Certified in UNIX and SQL Essentials.

Have successfully completed TCS Business Domain Academy course in US Mortgages L2.

Have successfully completed TCS Business Domain Academy course in Commercial Banking.

Have successfully completed Microsoft Developing in HTML5 with JavaScript and CSS3.

Received “On the Spot” Award from TCS for solving a complex program.

Received “TCS Gems” Award for high performance for two consecutive years.

Received Multiple “Five Keys” recognition from Client (JP Morgan Chase).

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