Management Change

PROFILE

Over ** years of experience, ITIL V* Intermediate and IT Lean Foundation Certified Professional with excellent understanding of ITSM Change, Configuration, and Release management SLA & KPI assurance, contract negotiation, configuration & maintenance of diverse distributed Systems, data center and Networking.

Strong Experience with overall ITIL management processes and SLA process management.

Functional experience of handling installations, maintenance and troubleshooting, web services administration, backup and disaster recovery operations, ensuring uninterrupted operations

Conceptually strong with a pioneering and logical approach to the work with an eye for detail, good communication skills.

Self-motivated, hardworking & consistent with a high degree of flexibility, creativity, resourcefulness, commitment & optimism; can work in demanding time schedule to meet goal oriented deadlines.

Education & Certifications

2003 Rajiv Gandhi Technical University, Bhopal (M.P.), India

Masters of Computer Applications

2000 Rani Durgavati University, Jabalpur (M.P.), India

Bachelor of Science in Electronics

2010 ITIL V3 Foundation Certification from EXIN

2010 PMP trained earned 35 PDUs

2015 ITIL Intermediate ST Certification from EXIN

2016 IT Lean Foundation Certification from APMG

Work Experience

Afilias Canada Corp

Change & Release Manager Jan 2016 – Till Date

Key Tasks and Responsibilities

• Implementing and managing the release processes for the progression of applications in the development, test, staging, and production environments in accordance with ITIL/industry best practices

• Building and managing the release calendar

• Negotiate, plan, and manage all release activities

• Work with PMO to communicate release details and schedules to the business as required

• Chair Change Advisory Board (CAB) meetings

• Manage risks and resolve issues that affect change/release scope, schedule and quality

• Establishes and maintains the change/release policies which govern the change/release processes and details change/release categories, activities, roles and responsibilities, etc.

• Champions and promotes the benefits of change/release management and ITSM processes

• Identifies & drives implementation of activities that improve efficiency and effectiveness of these processes

• Oversees change/release planning and execution of release plans

• Conduct release readiness reviews, milestone reviews, and go/no-go reviews

• Lead and coordinate the go-live activities including execution of the deployment plans and checklists

• Be available during non-business hours to support release execution

• Responsible to support initiatives associated with the integration of change/release management process into the incident, problem, service continuity, and configuration management processes

Wipro Technologies

Associate Consultant Dec 2012 – Oct 2015

Project 1: Client: PITNEY BOWES INC. Project 2: Client: GENPACT

Position Summary: ITIL Configuration Manager Position Summary: ITIL Change & Release Manager

Date: 14th Dec 2012 – 19th July 2014 Date: 20th July 2014 – 09th Oct 2015

Location: Bangalore, India Location: Gurgaon, India

Key Tasks and Responsibilities

Release Management

• Established, documented, implemented, managed and monitored the Release Management process in conjunction with Change Management such that it satisfies the requirements of Genpact

• Developed & implemented Release Management policies and procedures and ensure that the entire organization complies with the procedures

• Planned and organized a broad range of complex activities to oversee the successful release of software, hardware and associated Configuration Items for Genpact services, ensuring that their impact across the organization is controlled

• Coordinated services, implemented & monitored Release Plans, including producing detailed timetables of events and documented action plans by individual sites

• Designed and implemented efficient procedures for the distribution and installation of Changes to Genpact systems and services

• Ensured hardware and software being changed is traceable, secure and only correct, authorized and tested versions are installed

• Communicated and managed expectations during the planning and rollout of new Releases.

• Agreed exact content and rollout plan for a Release, Release calendar through liaison with Change Management

• Implemented new software and hardware releases into the operational environment using the controlling processes of Configuration Management and Change Management – a Release should be under Change Management and may consist of any combination of hardware, software, firmware and document CIs

• Responsible for development and maintenance of a Definitive Software Library database (DSL), and ensure master copies of all software and associated installation instructions are secured therein.

• Used HPSM tool to track and report releases(minor or major)

Change Management

Established, documented, implemented, managed and monitored the Genpact Change Management policy, processes and standards in line with overall objectives agreed with the Head of Department.

Undertook detailed analysis of complex Genpact services, covering a broad range of technologies, to ensure that proposed changes are safe and fit for purpose, including comprehensive analysis of risk, business continuity, impact and resource requirements.

Interpreted, compared complex information and challenged proposed requests for change to ensure that the change is robust and that the impact on and risk to the organization is minimal

Managed, reviewed and closed Requests for Change (RFC).

Developed & implemented Change Management policies and procedures and ensure that the entire organization complies with the procedures

Arranged workshops and awareness mailers to promote understanding of the Change Management process

Developed and presented Change Management KPI reports and dashboard as required

Established and running of a Change Advisory Board (CAB).

Chaired Change Advisory Board (CAB) meetings and the CAB/Emergency Committee

Regularly done fortnightly change audits and represented Change Management process in external audits for compliance and quality parameters. Developed appropriate SIPs as a result of audit findings

Used HPSM tool to track and report RFCs

Configuration Management

Worked to the overall objectives agreed with the stakeholder and implemented the Pitney Bowes Configuration Management policy and standards.

Developed & implemented Configuration Management policies and procedures and ensured that the entire organization complies with the procedures

Responsible for development of the Configuration Management systems including the design, implementation and management of new/improved systems for efficiency and effectiveness.

Responsible for development and maintenance of a Configuration Management Database (CMDB); creation of Configuration Item (CI) records for all elements of Pitney Bowes infrastructure; estimating and planning the work and resources involved; monitoring and reporting on progress against plan.

Plans and executes population of the CMDB. Manages and maintained CMDB. Undertook regular housekeeping of the CMDB.

Prepared Service catalog in conjunction with technical and business teams for the existing services exhibiting their production times, maintenance windows and point of contacts

Used or provided the CMDB to facilitate impact assessment for RFCs to ensure implemented Changes are as authorized. Created Change records, configuration baselines and packaged Release records in order to specify the effect on CIs of an authorized Change. Ensured any changes to Change authorization records are themselves subject to Change Management procedures. Ensured the CMDB is updated when an RFC is implemented.

Created and managed the Configuration Management plan, principles and processes and their implementation. This includes CI registration procedures; access controls and privileges. Ensured correct roles and responsibilities are defined in the Configuration Management plans and procedures.

Proposed and agreed CIs to be uniquely identified with naming conventions. Ensured staff comply with identification standards.

Proposed and/or agreed interfaces with Change Management, Problem Management, Network Management, Release Management etc with other ITIL processes

Prepared and presented Configuration Management reports. Those included management (indicating suggested action to deal with current or foreseen shortcomings), impact analysis and configuration status reports.

Regularly done detailed audits of the CMDB to ensure entries are maintained to a satisfactory level and Pitney Bowes products and services are fit for purpose

Provided the CMDB to help identify other CIs affected by a fault that is affecting a CI facilitating Incident and Problem Management processes

Performed configuration audits to check physical IT inventory is consistent with the CMDB and initiated any necessary corrective action.

Used BMC Remedy Service Management tool to track and update CMDB(2130 Infrastructure & Application CIs)

General Management

Lead specialist within the infrastructure and application domains for Configuration, Change & Release Management processes and activities, acting with a large degree of autonomy in implementing and maintaining the processes

Advised the interpretation of ITIL processes and policies ensuring a best practice approach for the organization

Developed and implemented Trust wide Configuration, Change and Release Management policies and procedures

Provided consultancy to staff on Configuration, Change and Release Management.

Proactively researched issues and opportunities, design solutions and propose appropriate way forward commensurate with the business needs of the clients

Day to day management of junior staff. This includes developing KRAs, conduct 1-1s and yearly appraisals, training, staff sickness, welfare, discipline etc.

Formulated long term Service Improvement Plans (SIPs) for the areas of Configuration, Change and Release Management, developing business cases where necessary to improve services, reduce costs, ensure business continuity etc.

Planned the implementation of new Configuration, Change and Release Management initiatives and solutions.

Chaired interdepartmental and external meetings representing the areas of responsibility within project boards/forums

Managed own work schedule efficiently, i.e. prioritization of complex activities to the needs of the clients and demonstrated flexibility when unforeseen circumstances aroused.

Developed, implemented and ensured compliance of policies and procedure using effective and professional communication skills with all levels of personnel within the organization

Contributed to a wide variety of projects representing and advising upon Configuration, Change and Release Management issues.

Liaised with third parties, contractors and staff to ensure Configuration, Change and Release Management policy is addressed by all bodies working with or on behalf of the Service.

Used Excel, Powerpoint, Word, MS Project and Visio for reporting KPIs and training for Configuration, Change and Release Management

Communications

Lead on communication with senior business users regarding the ongoing development of role area.

Produced, distributed and presented monthly reports to Senior Management.

Used tact and diplomacy skills to aid in the dissemination of complex information to internal and external customers at all levels.

Presented, interpreted and explained complicated information to large groups of people in order to influence understanding and change.

Mounted an awareness campaign to win support for new Configuration, Change & Release Management procedures. Ensured changes to these methods and processes are properly approved and communicated to staff before being implemented.

Publicized implementation of new Configuration, Change & Release Management systems

Vertex Oct 2010 – Sep 2012

Senior Analyst

Position Summary: Senior Analyst for maintaining Change & Configuration Management

Location: Gurgaon, India

Key Tasks and Responsibilities

Assisted in maintaining and continuous improvement of the Change and Configuration management process as per ITIL best practices and integrated both the processes with other Service delivery processes using service management software tools.

Maintaining the change and configuration management processes and conferred with client(s) to identify and documented requirements. Assisted in conducting audits for Change & configuration management process

Assisted in implementing the change and configuration management processes, policies and procedures, applied strategy to get maximum value as per service deliverables defined in the IT Service catalogue.

Conducted business and technical reviews for process improvement as per Continuous Service improvement process. Identified and documented changes that by-passed the Change Management process and provided valid justification to the stakeholders. Conducted Post Implementation Reviews.

Responsible for the complete IT Change Management process in the department, which includes evaluation of RFCs, authorization steps, review steps, auditing and documentation.

Performed Configuration Management Database (CMDB) validation checks to ensure that the CMDB is controlled by Change Management. Coordinate and supervise complete CI management including updating CI changes, storage, withdrawal, identification, status, condition and minor/major updates.

As a Senior Analyst used to review around 500 changes per month.

Worked on daily, weekly and monthly reports and on adhoc reports using Excel, Powerpoint and Word. Service Management tool used was CA Unicenter

CSC Jul 2009 – June 2010

Senior Analyst

Position Summary: Senior Analyst for maintaining Change Management process

Location: Noida, India

Key Tasks and Responsibilities

Ensured all changes receive appropriate sign-off and follow the Change Management Process

Review changes to ensure implementation, Test and Back out plans with appropriate levels are provided with every change. Review change status on preliminary change scheduled

Ensured Change Management SLAs are met and report change metrics to the client

Worked with other support disciplines (incident, problem, release and configuration management to address operational support issues and drive solutions forward

Within the role, assisted with problem resolution as it relates to reporting status of changes, coordinating emergency change requests and facilitating the change process

To ensure that the correct values for Change Management are recorded / updated as a part of the Configuration Management process

Managed trainings for Change Management and product lines indicating opportunity areas on global process for change management

Track and monitor all related change requests & Auditing of RFC as per Global CM process.

Part of CAB and documenting minutes of the meeting and distribution of updates.

Enforcement of adherence to Change Management Process and to ensure its implementation across product lines

As a Senior Analyst used to review around 350 changes per month.

Worked on daily, weekly and monthly reports and on adhoc reports using Excel, Powerpoint and Word

Used HPSM tool for Change Management

Xchanging Technologies Dec 2005 – June 2009

Release Management Analyst

Job Description: Performed release management activities for Genius Insurance software

Position Summary: Analyst for creating Releases(Major/ Minor) for Genius Insurance Software for multiple clients

Tool Used: AS400 Change Management System

Location: Gurgaon, India

Key Tasks and Responsibilities

Analyzed the business requirements, production and pre production release

Prepared technical and functional specification for Releases

Created the Release calendar and maintained it with proper communication with the clients

Created releases(minor and major) for the clients as per the calendar

Created documentation for the specific release

Keep project manager and other teams involved about the impact of changes and releases

Supported GENIUS changes

Create weekly status reports highlighting the project health.

On-call Production support

Responsible for generating user requested reports

Supported GENIUS Release management (PTFs and Custom Code/Changes).

Maintained issue log for past/occurred errors.

Created/Updated GENIUS Training process and imparted training to new members.

Coordination and communication with Onsite Teams.

Tecnovate Work Experience:

Helpdesk Executive May 2005 – Dec 2005

EXL Services Work Experience:

Technical Support Associate May 2004 – Apr 2005

Contact this candidate